GRACE APONESTO
755 Rue Roberge Sherbrooke,QC
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Dependable employee establishes rapport and trust with patients and helps complete daily living tasks to enhance quality of life. Driven to prioritize individual needs with attention to important details. Valued as accommodating, kind-hearted team player dedicated to expanding knowledge and responsibilities.
Overview
11
11
years of professional experience
Work History
BnBerry
06.2022 - 05.2023
- Respond to inquiries and provide support to guests and hotel partners through email and phone
- Resolve booking issues, payment issues, and other customer inquiries and complaints for bookings made through Airbnb and VRBO.
In-Home Senior Caregiver
Ramiro Morales
02.2022 - 09.2022
- Assisted with dressing guidance, grooming, meal preparation, and medication reminder
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Built strong relationships with clients to deliver emotional support and companionship
- Assisted patient and family members during dialysis sessions
Telephone Banker
JP Morgan Chase Co
02.2017 - 02.2022
- Retail Sapphire Servicing- Responsible for providing general consumer banking inquiries, account maintenance, card replacement, address change, pending transactions, and technical support for online/mobile banking and fee inquiries and disputes for high-profile customers.
Quality Assurance Analyst
Teleperformance Philippines
12.2014 - 01.2017
- Listened to calls either recorded, live, or side-by-side while communicating feedback
- Identified calls failing to meet predefined standards and identified the problem
- Understood the priority of the organization and evaluated call behaviors for regulatory compliance and adherence to policy.
Assistant Team Lead
06.2012 - 11.2014
- Provides daily direction and communication to employees so that customer service calls are answered promptly, efficiently, and knowledgeable
- Provides statistical and performance feedback and coaching on a regular basis to each team member.
Executive/Customer Service Representative
Aegis PeopleSupport Inc
01.2012 - 05.2012
- Expert in catering Dynamic Package Reservations for both Domestic and International reservations (travel account) – trained with GDSs like Worldspan, Apollo, Deltamatic, Sabre, Shares, and Amadeus
- Handling customer service calls for air, hotel, car, and package reservations (Books, cancels, exchanges, refunds)
Education
Bachelor of Science - Nursing
Filamer Christian University
Skills
- Microsoft Office, Property Management, Customer Service, Escalations
- Calm Under Pressure
- Self-Directed
- Multitasking
- Supervision and Leadership
- Analytical and Critical Thinking
- Patient Companionship
- Meal Preparation
- Medication Administration
Languages
English
Full Professional
Timeline
BnBerry
06.2022 - 05.2023
In-Home Senior Caregiver
Ramiro Morales
02.2022 - 09.2022
Telephone Banker
JP Morgan Chase Co
02.2017 - 02.2022
Quality Assurance Analyst
Teleperformance Philippines
12.2014 - 01.2017
Assistant Team Lead
06.2012 - 11.2014
Executive/Customer Service Representative
Aegis PeopleSupport Inc
01.2012 - 05.2012
Bachelor of Science - Nursing
Filamer Christian University
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