Thesa Gerardo
1151 Centennial Crescent Kelowna
Summary
Dynamic customer service professional with extensive experience at Fairmont Chateau Whistler, excelling in complaint resolution and payment processing. Proven ability to enhance guest satisfaction through effective communication and attention to detail, fostering loyalty and repeat business. Adept at managing reservations and ensuring compliance with policies to drive operational efficiency.
Overview
6
6
years of professional experience
Work History
Guest Service Representative
Fairmont Chateau Whistler
02.2024 - Current
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
Customer Service Associate
Accenture
12.2021 - 12.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
HR Generalist
MEBS Call Center Ph
06.2019 - 12.2021
- Ensured compliance with labor laws, reducing legal risks through regular policy reviews and updates.
- Reviewed and screened applicant resumes to identify qualified candidates.
- Reviewed existing policies and procedures to make recommendations for enhancing work productivity, recruitment, hiring processes, and talent management.
- Collaborated with cross-functional teams to achieve organizational objectives through strategic HR planning.
Education
Education
Bachelor of Secondary Education
Philippines03.2017
Bachelor Of Science In Hotel And Restaurant Mgt. - Hospitality
Leyte Normal University
Philippines03.2014
Skills
- Reservation management
- Payment processing
- Complaint resolution
- Customer interaction
- Customer service
- Data entry
- Communication skills
- Attention to detail
Languages
English
Full Professional
Timeline
Guest Service Representative
Fairmont Chateau Whistler
02.2024 - Current
Customer Service Associate
Accenture
12.2021 - 12.2023
HR Generalist
MEBS Call Center Ph
06.2019 - 12.2021
Education
Bachelor of Secondary Education
Bachelor Of Science In Hotel And Restaurant Mgt. - Hospitality
Leyte Normal University
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