Janice M. Diaz
Customer Service Expert
Abu Dhabi,UAE
Summary
A dynamic hospitality professional focused on delivering the highest standards customer service.
Approachable, conscientious individual with history of delivering exceptional customer service. Remains calm and focus in a busy environments, following orders and communicating with teams. Demonstrates strong attention to detail and fast-paced learning.
Thinks critically with can-do attitude for successful business operations. A customer-focused person and eager to put excellent communication and interpersonal skills into practice for a successful business operation.
Overview
12
12
years of professional experience
Work History
Team Leader @ Nuevo Restaurant & Lounge Bar
Emirates Leisure Retail LLC
Abu Dhabi City, United Arab Emirates
03.2022 - Current
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Led shifts and motivated team to drive sales.
- Fostered positive employee relationships through communication, training and coaching.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Implemented and documented standard operating procedures to comply with audit and safety requirements.
- Followed opening, closing and shift changeover procedures for seamless operations.
- Set and monitored weekly targets for operational team to increase product sales and revenue.
- Mentored and equipped employees with product knowledge to improve service delivery and sales.
- Coached, mentored and inspired the team by leading through example to achieve outstanding sales figures.
Personal Assistant
Town Mayor (Government official)
Sindangan, Philippines
02.2021 - 03.2022
- Organized personal and professional calendars, supplying timely reminders of upcoming meetings and events.
- Professionally greeted clients and delivered friendly, knowledgeable assistance.
- Prepared meeting rooms and event spaces to achieve successful client engagements.
- Collaborated with admin teams, human resources and finance department on special projects.
- Organized and maintained filing system for easy staff access.
- Updated executive diaries with daily appointments, set reminders, and added key details.
- Received requests for meetings and appointments, updated calendar and organized spaces and materials.
- Operated multi-line phone systems, handling high volume of calls daily.
- Accepted dictation from staff and created professional documents from provided information.
Debt Collector for HSBC Bank
Alwasl International Group Advocates and Legal Consultants
Dubai, United Arab Emirates
10.2019 - 04.2020
- Negotiated customer repayment plans, consistently maximizing early payments to reduce debt recovery time.
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
- Performed all debt collection activities according to guidelines and standards, verifying consistent compliance with Financial Conduct Authority (FCA) guidelines.
- Worked in call-centre environment handling manual and automatically dialed outbound calls.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Monitored accounts for compliance with established payment plans and flagged those in violation.
- Successfully resolved complex collection cases, liaising with debt collection agencies and local courts to ensure positive outcome.
- Used skip tracing and other techniques to locate debtors.
Waitress cum Cashier @ Giraffe Restaurant
Emirates Leisure Retail LLC
Dubai, United Arab Emirates
10.2014 - 07.2018
- Created friendly, welcoming atmosphere to encourage positive guest experiences, prolonging visits to increase profitability.
- Checked in with customers during meals to check orders were received correctly and met guests' expectations.
- Attended tables regularly to check customer needs were met, promptly processing additional food and drink orders.
- Assisted customers with menu selection, offering knowledge of current special dishes and personal recommendations to build rapport.
- Neatly set tables before guests' arrival, preparing and setting cutlery and refilling condiments.
- Resolved guest complaints promptly and professionally, notifying restaurant management of concerns.
- Regularly communicated with kitchen and bar staff to maintain smooth front of house operations, minimizing potential service delays.
- Delivered exceptional service by greeting and serving customers in timely, friendly manner.
- Retained in-depth bar and menu item knowledge, providing expert recommendations to suit guest taste.
- Balanced tills with accurate cash and card payments, preparing bank deposits and POS reports.
- Trained new wait staff to deliver quality service and uphold brand standards.
- Discussed menu items and dietary concerns, noted special requests and suggested additional items to meet upsell goals.
Supervisor Leader
Team Sir Jeff Corporation
Iligan City, Philippines
04.2012 - 09.2014
- Managed daily planning of workplace operations, clearly communicating targets to staff for smooth, efficient task delivery.
- Led by example to maintain team motivation, ensuring daily tasks were performed accurately and efficiently.
- Managed staff rota's, planning workloads effectively and strategically.
- Held daily meetings to ensure consistent communication and team motivation towards productivity goals.
- Developed diligent staff training and mentorship programmed, incentivizing accomplished new starters to contribute to positive team results.
- Identified operational problems and proposed solutions to management, improving service efficiency.
- Increased team productivity through effective staff planning, coordination and task delegation.
- Offered instruction, coaching and motivation for enhanced team morale.
- Interviewed, hired and trained employees on procedures and requirements, maintaining competent, high-performing teams.
Hotel Receptionist
Qmart Hotel
Quezon City, Philippines
12.2010 - 03.2012
- Managed guest bookings and enquiries accurately and efficiently for continued customer satisfaction.
- Greeted customers warmly, aiming to provide positive, smooth check-in experiences.
- Maintained clean, tidy reception areas, ensuring consistently positive first impressions.
- Coordinated housekeeping staff to prepare rooms for guest arrivals.
- Greeted and checked-in guests promptly and professionally.
- Kept reservations systems up-to-date for clear availability management.
- Issued guest room keys with advice on location and access.
- Managed incoming calls effectively using switchboard systems.
Education
Bachelor of Science - Hotel and Restaurant Management
Jose Rizal Memorial State University
Dipolog City Zamboanga del Norte , Philippines Skills
- Cash handling
- Complaint resolution
- Exceptional telephone etiquette
- Product knowledge
- Customer service
- Food and beverage service
- Guest needs anticipation
- Problem solving
- Suggestive selling
- Hospitality expertise
- Strong communication
- Point Of Sale system operation
- Shift supervision
- Ordering procedures
Languages
English
Fluent
Timeline
Team Leader @ Nuevo Restaurant & Lounge Bar
Emirates Leisure Retail LLC
03.2022 - Current
Personal Assistant
Town Mayor (Government official)
02.2021 - 03.2022
Debt Collector for HSBC Bank
Alwasl International Group Advocates and Legal Consultants
10.2019 - 04.2020
Waitress cum Cashier @ Giraffe Restaurant
Emirates Leisure Retail LLC
10.2014 - 07.2018
Supervisor Leader
Team Sir Jeff Corporation
04.2012 - 09.2014
Hotel Receptionist
Qmart Hotel
12.2010 - 03.2012
Bachelor of Science - Hotel and Restaurant Management
Jose Rizal Memorial State University
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