SHEILA MAE AQUINO
North York,Canada
Summary
High-skilled and experienced operations manager with 13 years of demonstrative experience working in the Hospitality Industry focusing in customer service, guest relations, room division management, recreation, sales and marketing, and food and beverage operations. With strong professional experience overseeing the implementation of operational policies and procedures, ensuring compliance with industry and regulations, and optimizing operational efficiency. A strategic thinker who can effectively balance the needs of guests, employees, and the business to ensure a seamless and exceptional guest experience.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Cusmiz
05.2023 - 11.2023
- Answer telephone calls, emails and chats from customers related with their order concerns
- Help customers resolve complaints regarding shipping delays, billing concerns and after sales by proving feedback in a real-time manner
- Escalate concerns to higher level matters
Operations Manager
IntouchCx
01.2022 - 05.2023
- Managed 100 FTEs and 6 Team Leaders within my business unit achieving the lowest attrition rate of 5% for 2022
- Lead, organize and develop processes around Quality, Tools optimization that resulted to 15% improvement towards the Quality Score of the business unit
- Recommend plan of actions, analyzing root causes and roadblocks improving Productivity rate of 10% by end of Q4 2022
- Prepares presentations and helping clients understand the business algorithms during weekly and monthly business reviews.
Team Manager
Enshored
04.2020 - 03.2022
- Lead the team that consists of 80-90 FTEs working to ensure an exceptional customer service experience through ensuring a good response rate of 100% via phone call, mobile and live chat
- Drive the division on meeting KPI metrics focusing with achieving at least 85% NPS score and was awarded 'Team of the Quarter' last September 2022 having to achieved 95% of NPS score
- Create and implement business proposals and strategies to increase the company revenue.
Duty Manager
Coastline LLC
09.2022 - 09.2019
- Oversee day-to-day operations of 3 Clubs, 150 room accommodation and 2 Restaurant outlets inside KAUST
- Ensures health and safety of our members and their guests through conducting risk assessments and working with other departments to maintain facilities and areas at risk especially for children
- Develop and implement policies and procedures to improve employee satisfaction, guest experience and revenue growth
- Organize and maintain inventories across food and beverage and rooms supplies
- Prepare marketing plans and branding to increase visibility in social media pages and the company website.
Customer Service Representative
Ibex Global
06.2015 - 10.2015
- Answer customer inquiries via phone and email
- Upsells the products and services by highlighting its benefits and advantages of the product
- Ensures that the right and correct information is relayed to the customer at all times.
Program Head - College of Hospitality Management
World Citi Colleges
10.2013 - 03.2014
- Develop and deliver an engaging learning environment using available resources and various teaching methods to effectively achieve course objectives
- Oversee lesson planning, assignments, class, and assessments of the student's work to ensure students understand course goals and expectations
- Facilitate discussions, provide feedback, and encourage active student participation during classes.
Instructor - College of Hospitality Management
Our Lady of Fatima University
06.2013 - 10.2013
- Develop and deliver an engaging learning environment using available resources and various teaching methods to effectively achieve course objectives
- Oversee lesson planning, assignments, class, and assessments of the student's work to ensure students understand course goals and expectations
- Facilitate discussions, provide feedback, and encourage active student participation during classes.
Education
Graduate - Bachelor of Science in Hotel and Restaurant Management
Florencio L. Vargas College
01.2010
Certification
- SmartServe Certified - 2023
- First Aid-CPR Certified - 2023
- Caregiver - 2023
- RLSS-UK Pool and Lifeguard Supervision - 2019
Timeline
Customer Service Manager
Cusmiz
05.2023 - 11.2023
Duty Manager
Coastline LLC
09.2022 - 09.2019
Operations Manager
IntouchCx
01.2022 - 05.2023
Team Manager
Enshored
04.2020 - 03.2022
Customer Service Representative
Ibex Global
06.2015 - 10.2015
Program Head - College of Hospitality Management
World Citi Colleges
10.2013 - 03.2014
Instructor - College of Hospitality Management
Our Lady of Fatima University
06.2013 - 10.2013
Graduate - Bachelor of Science in Hotel and Restaurant Management
Florencio L. Vargas College
- SmartServe Certified - 2023
- First Aid-CPR Certified - 2023
- Caregiver - 2023
- RLSS-UK Pool and Lifeguard Supervision - 2019
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