Rica Cervaña
Prince George,Canada
Summary
Dynamic and engaging customer service professional with over 15 years of experience in providing outstanding service and support to diverse customers. Known for an innate ability to adapt rapidly to change, brings efficiency and a detail-oriented mindset to every interaction. Dedication to the craft is matched by hard work and a self-motivated drive to exceed expectations. Possess strong problem-solving skills, enable to tackle challenges head-on and deliver solutions that enhance customer satisfaction and loyalty. Well-versed in cultivating positive relationships, committed to continuous improvement and personal growth within fast-paced environments.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Housekeeping Supervisor
Ramada Plaza Prince George
02.2023 - Current
- Overseeing housekeeping team, including assigning duties, monitoring performance, and providing guidance and support as needed.
- Streamlined operations and prioritized tasks, allowing senior staff to increase revenue by 25%
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
Bingo Runner/Floor Walker
Treasure Cove Casino & Bingo
01.2023 - 05.2023
- Engaging with bingo players, answering their questions, and providing assistance as needed.
- Collected cards and tickets from players and computed and verified amounts won or lost for house accounting requirements.
Housekeeping Staff
Hyatt Place Hotel
09.2022 - 10.2022
- Clean rooms according to Hyatt Hotels standards
- Implemented eco-friendly practices such as using energy-efficient appliances and reducing water wastage during cleaning tasks wherever possible.
- Returned emptied garbage receptacles to proper locations.
- Maximized productivity by effectively prioritizing tasks according to occupancy levels and specific needs of each area within property.
- Restocked room supplies such as facial tissues for personal touch with every job.
Advisor I, Customer Service - Operations
Concentrix Services Corporation– TD Synnex
02.2020 - 03.2022
- Handle complex customer requests electronically or by phone by leveraging vendor knowledge for timely and correct resolution of escalated RMAs.
Business Processing Associate
AIG Shared Services – Life A&H Billing Dept
04.2017 - 09.2019
- Identified and resolved process issues to drive optimal workflow and business growth.
- Maintained excellent professional relationships with colleagues, fostering positive work environment conducive to collaboration and problem-solving.
- Offered data-driven recommendations to align company strategies and process improvement initiatives.
- Utilized advanced software tools for data analysis, identifying trends that informed strategic decision-making processes.
Customer Care Specialist
Concentrix Services Corporation– TripAdvisor
10.2015 - 04.2017
- Responded proactively and positively to rapid change.
- Created and maintained detailed database to develop promotional sales.
- Requested escalation for unresolved issues.
- Developed and implemented customer care policies, procedures and regulations necessary to satisfy customer base.
Consultant (Email Support / Back Office Representative)
Sutherland Global Services- HomeAway / Owners Direct UK
10.2012 - 07.2015
- Supported clients with business analysis, documentation, and data modeling.
- Developed innovative strategies for clients, resulting in increased revenue and business growth.
- Mentored junior consultants, fostering professional growth and building strong team dynamics.
- Provided ongoing support to clients post-implementation, ensuring long-term success of implemented solutions.
Email and Chat Support Representative
Motif Limited Philippines – (eBay UK)
10.2010 - 10.2012
Airline Reservation Representative
Alorica Pacific Rim- (Former Advance Contact Solutions) US Airways
01.2010 - 08.2010
Education
Diploma in Business Management - Business Management
College of New Caledonia
Prince George, British Columbia09.2022
Associate in Business Administration -
Network Computer and Business Colleges - Subic Bay Metropolitan Authority
Subic Bay Metropolitan Authority, Philippines01.2003
Skills
- Task Delegation
- Problem-Solving
- Complaint resolution
- Product Knowledge
- Calm Under Pressure
- Administrative Support
- Call center experience
- Live chat support
Certification
- Serving It Right 2023
- Anti-money Laundering 2023
- Safety Gambling 2023
- Art of Small Talk – AIG Shared Services March 2018
- Customer Management Map Certified (eBay UK- Motif Ltd)
Accomplishments
- Circle of Joy Awardee – Life CS 2017 Annual Awards (AIG Shared Services)
- Quality Analyst Top Performer - TripAdvisor (October 2016)
- Outstanding Quality Assurance Award – TripAdvisor (December 11, 2015)
- Outstanding Average Handling Time Award – TripAdvisor (December 11, 2015)
- Best in Customer Satisfaction (HomeAway UK) March to August 2013
- BackOffice Quality Assurance Hero (QA Highest Score for June with 9 Audits /Audit Score of 100%)
- Platinum Awardee (1 Year Service in Sutherland Global Services)
- Platinum Awardee (2 Year Service in Sutherland Global Services)
- Customer Management Map Certified (eBay UK- Motif Ltd)
References
CHARACTER REFERENCES UPON REQUEST
Languages
English
Full Professional
Timeline
Housekeeping Supervisor
Ramada Plaza Prince George
02.2023 - Current
Bingo Runner/Floor Walker
Treasure Cove Casino & Bingo
01.2023 - 05.2023
Housekeeping Staff
Hyatt Place Hotel
09.2022 - 10.2022
Advisor I, Customer Service - Operations
Concentrix Services Corporation– TD Synnex
02.2020 - 03.2022
Business Processing Associate
AIG Shared Services – Life A&H Billing Dept
04.2017 - 09.2019
Customer Care Specialist
Concentrix Services Corporation– TripAdvisor
10.2015 - 04.2017
Consultant (Email Support / Back Office Representative)
Sutherland Global Services- HomeAway / Owners Direct UK
10.2012 - 07.2015
Email and Chat Support Representative
Motif Limited Philippines – (eBay UK)
10.2010 - 10.2012
Airline Reservation Representative
Alorica Pacific Rim- (Former Advance Contact Solutions) US Airways
01.2010 - 08.2010
Diploma in Business Management - Business Management
College of New Caledonia
Associate in Business Administration -
Network Computer and Business Colleges - Subic Bay Metropolitan Authority
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