VERONICA PANGILINAN
Richmond,BC
Summary
Dedicated Customer Service Professional with a passion for delivering quality support and fostering lasting satisfaction. Proficient in best practices and options, excels in service delivery and multitasking. Committed to enhancing profitability through strong relationships. Experienced and knowledgeable, specializes in optimizing quality, speed, and processes. Adept team player with a positive demeanor, skilled at rapport-building. Energetic and results-oriented. Organized and dependable, manages priorities with a can-do attitude. Detail-oriented and proactive, ready to take on responsibilities to meet team goals. Skilled in oral and written communication, active listening, and problem-solving. Creates memorable customer experiences by understanding needs and providing tailored solutions for loyalty-building.
Overview
18
18
years of professional experience
Work History
Aviation Screening Officer
Allied Universal Security Services
02.2018 - Current
- Interacts with public to give directions, explain rules, and regulations and respond to inquiries.
- Attend daily briefings with supervisors to discuss issues with security screening processes.
- Perform pat-downs to look for unauthorized materials and weapons.
- Authenticates boarding passes, identification, and passports to prevent fraudulent travel.
- Discretely observe behavior and demeanor of travelers and staff to screen for suspicious actions.
- Works independently and collaboratively to resolve urgent issues to protect lives and property.
- Writes detailed reports of all security breaches and investigations.
- Responsible for ensuring that the traveling public, their personal belongings, carry-on baggage and items they have with them are screened before they enter the sterile area of the airport.
- Knowledgeable and conversant with emergency and contingency procedures.
- Establishes and maintains effective communications with passengers and team members.
- Liaises with industry officials and regulatory authorities as applicable (e.g. Transport Canada, CATSA, RCMP, Airport Authority etc).
Slot Attendant
Parq Vancouver
07.2017 - 08.2022
- Acts as a front-line customer service liaison including answering questions about slot games and our facility to create a fun and high energy environment for all our guests
- Works in compliance with internal controls, company policies and procedures and/or BC Lottery Corporation (BCLC) policies and procedures; report any violations and escalate to the appropriate level as necessary
- Documents exchanges accurately, reconciled transactions and processed authorization forms.
- Completes casino cage transactions on behalf of customers.
- Performs other duties as assigned based on operational needs
Supervisory Voting Officer
Elections BC
10.2020 - 10.2020
- Effectively trained and managed voting volunteers and election officials to optimize election day productivity.
- Distributed ballots to voters and answered questions concerning voting procedures.
- Collected necessary information from voters to determine correct voting location and ballot.
- Counted over thousands of ballots to prepare official reports of election results.
- Guided the work of election officials and ensured that all officials have completed their assigned duties accurately.
- Created fair, non-partisan environment to protect free choice of voters.
Casino Guest Services Supervisor
Parq Vancouver (Edgewater Casino)
09.2009 - 07.2017
- Supervised a team of 10-15 front desk agents per shift and helped to resolve issues arising during shifts.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Supervised and coached team members ensuring they follow the company customer service standard.
- Prepared daily shifts rotation and schedule.
- Trained newly hired staff.
- Recorded /tracked daily lottery sales and prepared lotto deposit.
- Organized gift shop items and do monthly inventory count.
- Handled guest complaints in professional and effective manner.
- Performed other duties as assigned by manager.
Casino Guest Services Agent
Parq Vancouver (Edgewater Casino)
08.2008 - 09.2009
- Reviewed upcoming events and planned for expected challenges.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Provided exceptional customer service.
- Responding to guest's inquiries.
- Enrolled guests in Players Rewards Program.
- Provided information on casino services and facilities.
- Performed other duties as assigned by supervisor or manager.
Administrative Assistant/Receptionist Clerk
Printing Images CtC, Inc
12.2005 - 02.2008
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Managed over 50 customer calls per day.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Scheduled office meetings and client appointments for staff teams.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Volunteered to help with special projects of varying degrees of complexity.
- Maintained work schedule for the company president, including travel plans and meetings.
- Phoned the nominated forwarder/courier to arrange pick up of outbound shipments (international/domestic).
Skills
- Great Critical Thinking Skills
- Active Learning
- Protocol Implementation
- Effective Communication
- Procedure Implementation
- Customer Relations Skills
- Report Preparation
- Multi-Tasking and Prioritization
- Effective Working Relationships
- People Skills
- Strong Analytical and Problem-Solving Skills
- Microsoft Excel
- Microsoft Word
Timeline
Supervisory Voting Officer
Elections BC
10.2020 - 10.2020
Aviation Screening Officer
Allied Universal Security Services
02.2018 - Current
Slot Attendant
Parq Vancouver
07.2017 - 08.2022
Casino Guest Services Supervisor
Parq Vancouver (Edgewater Casino)
09.2009 - 07.2017
Casino Guest Services Agent
Parq Vancouver (Edgewater Casino)
08.2008 - 09.2009
Administrative Assistant/Receptionist Clerk
Printing Images CtC, Inc
12.2005 - 02.2008
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