Marlene Mascardo-Cortez
Surrey,BC
Summary
With 7 years of experience as a personable Technology Specialist, I have utilized my technological expertise to assist businesses in achieving their goals. My strength lies in providing high-quality technical support through efficient troubleshooting, issue resolution, and effective communication with users. As a skilled listener and problem-solver, I excel at determining the best plan of action and implementing effective solutions.
Overview
24
24
years of professional experience
Work History
Technical Support
Abacco Retail Systems
04.2017 - 08.2024
- Handling customer technical support cases through phone and email submission
- Sending reports to clients across the business
- Managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date
- Maintaining and updating technical documents and procedures
- Managing coordination in an international level where required
- Provide desk-side assistance in resolving technology support issues
- Performs installations, back ups
- Repairs, upgrades and other maintenance tasks
- Installs, configures and troubleshoots POS system.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Guest Services Manager
Taal Vista Hotel
08.2016 - 12.2016
- Responsible for handling all VIPs of the hotel
- Resolves issues that guest may have and develops programs for special services which includes handling of VIP amenities and loyalty program
- Responsible for gaining feedback from guests which includes daily sending of departure emails to all guests
- Ensures that the guests are being escorted properly to their respective rooms after completion of the check in procedure
- Oversees all aspects of the hotel lobby and other front of the house procedures
- Completes Duty Manager tasks when needed
- Ensure and provide flawless, upscale, professional and high class guest service experience
- Reports directly to Front Office Manager.
Guest Services Manager
InterContinental Hotel Miami
04.2012 - 11.2014
- Responsible for managing day to day activities in Instant Service Center
- Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance
- Handles all guest comments and ensures appropriate follow up
- Ensures that team knowledge and experiences are consistently shared within the department and the organisation
- Ensures our customers are accurately profiled, by ensuring the teams capture all relevant information, comments and preferences
- Completes Manager on Duty Manager coverage as required
- Carries out any other reasonable requests and activities associated with the successful running of daily operation
- Monitoring daily operations of reservations such as controlling rooms inventory specially during blackout dates
- Closes the system as needed
- Develop and conduct rooms based marketing activities and track sales programs/promotions
- Ensures pre-payment of third party reservations (like Hotwire, Expedia, Priceline, Tourico etc) are collected accurately and posted prior to guest arrival
- Handles airline crew reservations and ensures smooth arrival and departure of crew members
- Reports directly with the Director of Front Office
- Drive improvement in guest satisfaction goals
- Collaborate with colleagues and hotel team members to establish and implement services and programs that meet or exceed guest expectations.
Front Office Assistant Manager
InterContinental Hotel Miami
02.2009 - 04.2012
- Act as MOD for hotel, guests and manage front desk operations
- Ensure FD staff is trained in and financial control, procedures for cash, vouchers, inventories and receivables
- Complete FO work schedule while maintaining proper labor controls
- Work with other departments as a team member to ensure guest satisfaction
- Train and develop staff in duties to achieve desired service expectations
- Maintain a positive, cooperative work environment among staff and management.
Front Desk Supervisor
InterContinental Hotel Miami
03.2008 - 02.2009
- Assist MOD with daily operations
- Promote upsells to raise target incremental revenue
- Make appropriate service recovery gestures in accordance with established guidelines
- Promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase guest satisfaction.
Guest Services Management Trainee
Intercontinental Hotel
07.2007 - 03.2008
- Handles check-in and check-out of multiple guests while responding to inquiries and needs of others
- Responsible for up selling Priority Club Ambassador Memberships, Standard Rooms to a Club/Deluxe/Suite rooms
- Perform duties of a reservation agent specially for walk-in guests
- Perform Guest Relation duties such as answering/transferring all phone calls to guest rooms/department
- Responsible for all wake up calls for guests In-house
- Deals with cash/credit card transactions
- Resolves guest complaints
- Ensures smooth operations resulting to guest satisfaction.
Marketing & Advertising Executive
Total Woman Magazine
10.2006 - 06.2007
- Responsible for soliciting advertising accounts for the magazine
- Conducts presentation to Corporate clients as well as Media Agencies
- Handles administrative related function to Marketing & Advertising
- Coordinates closely with Events.
Marketing Consultant
Genashtim Philippines Inc. (GPI)
01.2006 - 10.2006
- Provides business planning, analysis and management reporting including budget preparation and operations review
- Handles the marketing team
- Works closely with U21 Global team which is based in Singapore
- Administers regular in-house training
- Conducts presentation to corporate and retail clients
- Delegates work to other marketing staff
- Prepares weekly reports such as client call reports and business activity report
- Reports directly to the President.
Trust Marketing Officer
Asia United Bank
01.2002 - 01.2005
- Acted as the Product Manager for all types of Trust accounts
- Conceptualized, developed and launched new Trust product and services
- Lead and developed all marketing functions
- Took the lead in the set-up and implementation of Trust Activities (bank wide promos, incentive schemes for internal and external clients)
- Responsible for the Clients Trust Fund Management of which its primary goal is to enhance yield potentials
- Administered all Trust Training for internal and external clients
- Prepared all Trust Comm
- Materials - from the agenda to the minutes of the meeting which has to be approved by the Board of Directors
- Reported directly to the Trust Head.
Trust Marketing Liaison
Asia United Bank
01.2001 - 01.2002
- Managed internal clients of the bank
- Acted as branch liaison and product coordination
- Handled all administrative related function of Trust Marketing Group
- Served as direct support to the Trust Marketing Officer (TMO).
Education
Bachelor of Science in Business Management -
St. Scholastica's College
01.2001
Skills
- Able to work under pressure and meet deadlines while maintaining quality work
- Possesses strong analytical skills and astute business understanding
- Practices situational and participative style of management
- Ease in working in an international and culturally diverse organization
- Excellent written and oral communication skills
- Microsoft Office Suite - Excel, Word, Powerpoint, Access, Outlook, Contact Manager v10 and the Internet
Technical Support Experience
Technical Support Capabilities
Affiliations
Member, Trust Officers Association of the Philippines (TOAP)
Awards
- Employee of the Month for Sept 2008 - InterContinental Hotel Miami
- Manager of the Quarter (3rd Qtr 2011) - InterContinental Hotel Miami
Languages
English
Full Professional
Timeline
Technical Support
Abacco Retail Systems
04.2017 - 08.2024
Guest Services Manager
Taal Vista Hotel
08.2016 - 12.2016
Guest Services Manager
InterContinental Hotel Miami
04.2012 - 11.2014
Front Office Assistant Manager
InterContinental Hotel Miami
02.2009 - 04.2012
Front Desk Supervisor
InterContinental Hotel Miami
03.2008 - 02.2009
Guest Services Management Trainee
Intercontinental Hotel
07.2007 - 03.2008
Marketing & Advertising Executive
Total Woman Magazine
10.2006 - 06.2007
Marketing Consultant
Genashtim Philippines Inc. (GPI)
01.2006 - 10.2006
Trust Marketing Officer
Asia United Bank
01.2002 - 01.2005
Trust Marketing Liaison
Asia United Bank
01.2001 - 01.2002
Bachelor of Science in Business Management -
St. Scholastica's College
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