James Russell V. Lavilla
Abu Dhabi,United Arab Emirates
Summary
Customer-focused professional with 14 years of experience in hospitality-driven customer service in the UAE. Proven ability to assist international clients in high-pressure situations while delivering premium service standards. Nursing background contributes to calmness in emergencies and attentive care. Dedicated to providing world-class onboard service while upholding the highest safety standards.
Overview
19
19
years of professional experience
9
9
years of post-secondary education
Work history
Customer Service Executive
Dollar Rent A Car
Abu Dhabi, UAE
08.2017 - 02.2026
- Deliver premium customer service to international clients in fast-paced environment.
- Handle escalations calmly and professionally, ensuring customer satisfaction.
- Process documentation, payments, and compliance checks with attention to detail.
- Coordinate roadside assistance and resolve emergency situations efficiently.
- Consistently maintained high customer satisfaction ratings while driving a 60% revenue growth across 10 branches in Abu Dhabi and Al Ain by implementing strategic upselling techniques, enhancing client retention, and delivering exceptional service standards.
- Supported colleagues during busy periods or emergencies demonstrating team spirit and reliability.
Store-In-Charge / Nutrition Consultant
Lifestyle Nutrition
Abu Dhabi, United Arab Emirates
05.2013 - 05.2017
- Delivered personalized customer consultations and maintained premium service standards.
- Managed daily operations and staff coordination.
- Educated customers on product safety and suitability.
English Instructor / ESL Tutor
Moohan / Sky Edu Academy Malaysia
Selangor, Malaysia
06.2008 - 09.2012
- Taught students from diverse cultural backgrounds.
- Developed strong communication and interpersonal skills.
- Managed classroom behavior and resolved conflicts effectively.
Customer Sales Representative
Manhattan color Labs
Bacolod city, Negros Occidental, Philippines
05.2007 - 05.2008
- Inspecting developed film for scratches/dust/color issues.
- Managing customer expectations.
- Handling urgent or high-value professional orders.
- Delivering premium service experience.
Education
Bachelor of Science - Nursing
West Negros College
Bacolod city, Philippines 06.2002 - 03.2007
Bachelor of Science - Management accounting
University of Negros Occidental - Recoletos
Bacolod city, Philippines 06.2001 - 03.2002
High School Diploma - High School
Colegio del Sagrado Corazon de Jesus
Iloilo city, Philippines 06.1997 - 03.2001
Skills
- Safety Awareness & Emergency Preparedness
- First Aid Knowledge (Nursing Graduate)
- Multicultural Communication
- Conflict De-escalation
- Customer Service Excellence
- Team Collaboration
- Professional Grooming & Presentation
- Complaint Resolution
- Sales & Upselling Techniques
Languages
English
Fluent
Tagalog
Native
Korean
Elementary
Affiliations
- Travel & Cultural Exploration
- Language Learning & Cultural Exchange
- Fitness & Wellness
- Volunteering / Community Service
- Customer Service & Personal Growth
Accomplishments
Three-Time Consecutive Employee of the Month (Sept–Nov 2019) – Recognized for exceptional service excellence, conflict resolution skills, revenue contribution, and maintaining premium customer experience standards.
References
References available upon request.
Timeline
Customer Service Executive
Dollar Rent A Car
08.2017 - 02.2026
Store-In-Charge / Nutrition Consultant
Lifestyle Nutrition
05.2013 - 05.2017
English Instructor / ESL Tutor
Moohan / Sky Edu Academy Malaysia
06.2008 - 09.2012
Customer Sales Representative
Manhattan color Labs
05.2007 - 05.2008
Bachelor of Science - Nursing
West Negros College
06.2002 - 03.2007
Bachelor of Science - Management accounting
University of Negros Occidental - Recoletos
06.2001 - 03.2002
High School Diploma - High School
Colegio del Sagrado Corazon de Jesus
06.1997 - 03.2001