Jesue Bryan Abella
Fox Creek
Summary
Skilled in customer service and time management, I enhanced guest satisfaction at Timber Ridge Inn and Suites by streamlining check-in processes and maintaining high standards in hospitality services. My experience at Optum, UnitedHealth Group, further honed my listening skills and issue handling, significantly improving customer support outcomes.
Overview
12
12
years of professional experience
Work History
Front Desk Receptionist
Timber Ridge Inn and Suites
03.2024 - Current
- Increased guest retention by maintaining a welcoming and organized reception area.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Collected room deposits, fees, and payments.
- Completed data entry and filing to keep records updated for easy retrieval.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
Assistant Housekeeping Supervisor
Timber Ridge Inn and Suites
08.2020 - 03.2024
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Communicated repair needs to maintenance staff.
- Completed schedules, shift reports, and other business documentation.
- Worked with front desk to respond promptly to all guest requests.
- Placed orders for housekeeping supplies and guest toiletries.
- Improved overall guest satisfaction by consistently maintaining clean and organized rooms and common areas.
Call Center Representative
Optum, UnitedHealth Group
01.2016 - 01.2020
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
Call Center Representative
Teleperformance
06.2013 - 01.2016
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Education
Bachelor of Science - Hospitality Management
Pangasinan State University
Philippines04-2013
Skills
- Customer service
- Attention to detail
- Time management
- Listening skills
- Hospitality services
- Issue handling
Languages
English
Professional Working
Timeline
Front Desk Receptionist
Timber Ridge Inn and Suites
03.2024 - Current
Assistant Housekeeping Supervisor
Timber Ridge Inn and Suites
08.2020 - 03.2024
Call Center Representative
Optum, UnitedHealth Group
01.2016 - 01.2020
Call Center Representative
Teleperformance
06.2013 - 01.2016
Bachelor of Science - Hospitality Management
Pangasinan State University
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