Joane Marie Canilao
Customer Care Representative
Abu Dhabi
Summary
Highly experienced Customer Care Representative. Committed in providing good customer service. Equipped with 13-year experience and can communicate effectively with diverse range of customers. Flexible, determined and goal oriented.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Order Management Specialist
Emerson Electric Asia Ltd. ROHQ
Quezon City
06.2014 - 04.2022
- Reviewed orders for accuracy, errors and omissions to minimize incorrect shipments.
- Liaised with management to resolve complex order issues and problems to maximize customer satisfaction.
- Sent emails to communicate order status and informed customers of back-orders or shipping delays.
- Processed and handled customer complaints, answering questions and providing alternative solutions.
- Also works as a Project Coordinator
Airline Reservation Agent (United Airlines)
Concentrix
Mandaluyong
10.2011 - 06.2014
- Managed and closed domestic and international reservation calls for United Airlines to increase bookings
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Focused on maintaining the quality of the call by following the business guidelines
Baggage Service Agent (United Airlines)
Concentrix
Mandaluyong
10.2009 - 09.2011
- Updated records when lost, delayed or pilfered bags were found.
- Fielded customer complaints and comments about baggage services.
- Helps file a claim for missing and damaged baggage report
- Helps trace the bag and coordinate with other airlines and airport to look for the possible match of the missing bag
Clinic Nurse
St. Nazarene Medical Clinic
Caloocan City
09.2008 - 04.2009
- Improved patient well-being by offering advice on preventive health measures.
- Observed and assessed patients to identify concerning symptoms.
- Planned and implemented patient care to treat conditions or mitigate symptoms.
- Educated family members and caregivers on patient care instructions.
- Accurately documented treatment, medications and IVs administered, discharge instructions and follow-up care.
Education
Bachelor of Science - Nursing
Our Lady of Fatima University
Valenzuela City 06.2004 - 03.2008
Skills
- Order process management
Accomplishments
Order Management Specialist
- Think Customer Hero FY 2014- Q4 (CSAT
- Think Customer Hero FY 2014- P12 (GC OA Special Award)
- Associate of the Quarter FY 2015- Q1, Q2, Q3 & Q4
- Associate of the Year FY 2015
- Associate of the Quarter FY 2016- Q1 and Q4
- Promoted as Order Entry Specialist 1- July 2016
- Associate of the Quarter FY 2017- Q2
- Promoted as Order Entry Specialist 2- January 2019
- Symphony Awardee FY 2019- Q1
- Team MVP Awardee Q3, Q4 FY20
- Team All Star Awardee Q3, Q4 FY20
- Team All Star Awardee Q2, FY22
Airline Reservations Agent
- Promoted as Senior Customer Service Representative
- Consistent in getting Annual Performance Score of +1
- 2013 Highest CSAT and Lowest DSAT Score Awardee in whole LOB- International Reservation
- IBM Top Talent 2013
Certification
- Philippine Nursing Licensure Examination
Seminars and Course Attended
- Moments of Truth
- Introduction to Project Management, Order Entry held in Houston, Texas- 2017
- Project Management for Professionals
- Problem Solving in Action
- Intravenous Therapy Training 2009
Notice Period:
Immediate
Timeline
Order Management Specialist
Emerson Electric Asia Ltd. ROHQ
06.2014 - 04.2022
Airline Reservation Agent (United Airlines)
Concentrix
10.2011 - 06.2014
Baggage Service Agent (United Airlines)
Concentrix
10.2009 - 09.2011
Clinic Nurse
St. Nazarene Medical Clinic
09.2008 - 04.2009
- Philippine Nursing Licensure Examination
06-2008
Bachelor of Science - Nursing
Our Lady of Fatima University
06.2004 - 03.2008
- Board Rating: 82.20%
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