Joy Cabago
Dubai
Summary
Dynamic leader with a proven track record at Ajwan Hospitality Group, enhancing customer satisfaction and team efficiency. Excelled in problem-solving and Microsoft Excel, significantly reducing customer complaints and streamlining operations. Skilled in fostering teamwork and leading by example, achieving notable improvements in employee performance and customer relations. Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
14
14
years of professional experience
Work History
Customer Service Manager
Ajwan Hospitality Group
01.2016 - 05.2024
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Prepared monthly P&L , daily and weekly sales, comparisons, trainings, and aggregators reports.
HR Manager
Ajwan Hospitality Group
07.2022 - 05.2023
- Managed employee relations, investigating and resolving conflicts to maintain a positive work environment.
- Implemented performance management systems, providing constructive feedback and coaching opportunities for employees.
- Oversaw payroll functions, ensuring accuracy while maintaining strict confidentiality standards for sensitive employee information.
- Collaborated closely with department heads in executing strategic workforce planning initiatives that aligned human capital resources with company goals.
- Guided leaders and employees on company policies, programs, benefits and salary administration.
- Ensured legal compliance with labor laws by conducting regular audits and updating policies as necessary.
- Reduced recruitment costs by establishing strong relationships with job agencies and universities.
- Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management.
- Facilitated onboarding sessions and on-the-job training for new hires bolstering position knowledge and skillset.
- Motivated employees through special events and incentive programs.
- Used technologically relevant digital systems to manage payroll and benefits programs.
- Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
Import and Logistics Manager
Al Obaidly Group for Trading and Industry
12.2012 - 12.2015
- Enhanced customer satisfaction by closely monitoring order fulfillment and addressing issues promptly.
- Ensured regulatory compliance in all aspects of logistics operations, including transportation safety standards and customs requirements.
- Directed shipping and receiving of wide range of products daily.
- Improved on-time delivery rates by optimizing transportation routes and scheduling.
- Meticulously tracked shipments from origin to destination, proactively addressing any delays or issues that arose during transit.
- Resolved shipping discrepancies by coordinating customer and courier communications.
- Monitored logistics performance and identified improvement opportunities.
- Improved inventory accuracy by developing and implementing enhanced control systems.
- Efficiently managed budgets, ensuring optimal allocation of resources towards critical projects while minimizing unnecessary expenditures.
- Established contingency plans for potential disruptions in the supply chain, ensuring business continuity during unforeseen circumstances.
- Implemented vendor management system that improved supplier reliability and quality of goods received.
Assistant Teacher
Petits Pas Nursery
09.2010 - 11.2012
- Supported student physical, mental, and social development using classroom games and activities.
- Supervised recess, lunch and daily student intake and dismissal.
- Ensured a safe and supportive learning environment by enforcing classroom rules and addressing behavioral issues promptly.
- Completed daily reports, meal count sheets, and attendance logs.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Assisted lead teacher in providing individualized attention to students, resulting in improved academic performance.
- Developed strong rapport with students by demonstrating genuine care for their well-being and academic success.
- Established positive relationships with parents through effective communication, fostering parental involvement in their children''s education.
- Provided one-on-one and group-based learning support focused on student progress.
Education
Master of Arts - Mathematics
University of Rizal System
Philippines07.2002
Skills
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Decision-Making
- Quality Assurance
- Handling Escalations
- Training and mentoring
- Excellent time management skills
- Adherence to high customer service standards
- Exceptional interpersonal communication
- Team Building and Leadership
- Effective workflow management
- Customer Relationship Management (CRM)
Languages
English
Bilingual or Proficient (C2)
Arabic
Advanced (C1)
Korean
Intermediate (B1)
Spanish
Intermediate (B1)
Timeline
HR Manager
Ajwan Hospitality Group
07.2022 - 05.2023
Customer Service Manager
Ajwan Hospitality Group
01.2016 - 05.2024
Import and Logistics Manager
Al Obaidly Group for Trading and Industry
12.2012 - 12.2015
Assistant Teacher
Petits Pas Nursery
09.2010 - 11.2012
Master of Arts - Mathematics
University of Rizal System
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