MA. THERESA RAMOS CAGUETE
Deira,UAE
Summary
Highly motivated and results-oriented professional with 15+ years of expertise in customer service, sales, banking, hospitality, and airline operations. Known for delivering outstanding customer experiences, leading high-performing teams, and driving operational success. Possesses strong leadership, interpersonal, and problem-solving abilities, with a proven record of improving performance, building lasting relationships, and exceeding business objectives. Committed to excellence, customer satisfaction, and creating value through effective team leadership and operational efficiency.
Overview
22
22
years of professional experience
1
1
Certification
Work history
Certified Sales Planning Advisor ( CII AIA)
American Life Insurance (METLIFE)
Dubai, UAE
2024.10 - 2026.01
- Counselled clients on financial matters and provided recommendations on investment opportunities, products and services based on client needs and asset availability.
- Resolved complex financial issues, ensured client satisfaction.
- Maintained up-to-date knowledge of market trends for better predictions.
- Delivered personalized investment opportunities with detailed analysis.
- Enhanced client relations by providing expert financial advice.
Relationship Manager (Bancassurance)
Mashreq Bank - Business Development Officer
Dubai, UAE
2023.03 - 2024.06
- Oversaw and coordinated multiple insurance providers, including Zurich, MetLife, Sukoon, Orient and Salama Takaful to offer client's comprehensive range of insurance products.
- Provided expert guidance on Banking and Insurance ensuring client's receive competitive options and seamless service.
- Leveraged and grew client bank by generating referrals and developing network.
- Managed long-term customer relationships to increase revenue.
- Led finance transformation projects to reach company growth goals.
- Made strategic resource recommendations to improve business profit potential.
Financial Advisor
Alfuttaim Orient Insurance PJSC
Dubai
2021.09 - 2022.07
- Maintained client records in bespoke CRM systems, ensuring streamlined data processes for maximum efficiency.
- Persistency generating maximum business as possible by targeting 10% sales target.
- Maximized sales opportunities by converting 25% of inquiries/ sales prospects into customers.
- Scheduled and conducted one on one meeting to potential client by providing product presentation, financial documents summaries, investment performance reports and income projections.
- Approached potential clients by using direct marketing strategies and sales technique to set up meetings, outreach build sales pipeline through referrals, cold calling and door knocking.
- Successfully delivered on tasks within tight deadlines.
Senior Waitress / Head Airport Services
Emirates Airlines First Class Lounge - EKFC
Dubai, UAE
2013.02 - 2020.07
- Managing and supervising First Class Lounge operations on regular basis to ensure compliance to standard operating procedures and ensure consistent delivery of remarkable hospitality experience to all guests. Including VIP's, President / Prime Ministers, High Ranking Officials / Delegates from different countries.
- Procedure with dealing issue escalations and ensuring that all premiums Emirates customers have a world leading hospitality experience while travelling though the First Class Lounges in Dubai.
- Analyzed all guest requirements and prepare plans resolve customer care related issues and satisfy guests.
- Checked Lounges on daily basis to ensure cleanliness, high quality food and food safety and conducting day to day staff briefing in line with the operation and work requirements, guest request, company updates as well in Compliance Standard Operating Procedure.
- Providing employee orientation, training and conducting supervisory activities, assign duties, responsibilities and work station to staff in accordance with work requirements and taken corrective actions if necessary to ensure standards are maintained.
- Train staff in food preparation, food and beverages SOP, sanitation, and job safety and record quality procedure.
- Maintain staff discipline and ensure they all comply with company regulations.
- Attained company achievement awards for exceptional service.
- In depth understanding experience of Quality Management System ISO 9001-20015) (QMS0 and Occupational Health and Safety Management System (45001-2018 (QHS).
Guest Experience Ambassador
Renaissance Hotel, Courtyard by Marriott & MEA
Doha, Qatar
2011.04 - 2012.02
- Led the successful opening of the three prestigious Marriott International properties: Renaissance Hotel, Courtyard by Marriott and Marriott Executive Apartments.
- Oversaw all operations in three front office departments. Directed to front desk, concierge and AYS service. Ensuring an exceptional, unified guest journey.
- Acted as the liaison central hub, orchestrating seamless collaboration across all departments and beyond delivering unmatched, personalized service at every guest touchpoint.
- Built public relations strategies for broadened advertising and developed marketing plans to support department goals.
Front Office AYS Agent
JW Marriott Hotel
Dubai, UAE
2003.09 - 2010.10
- Company's standards in order to deliver a consistent guest across the brand while complying with all safety, security and quality measures.
- Handling PBX Multiline system and managed high volume inbound/outbound over 100 calls per day promoting hotel facilities (sales/events, rooms, restaurant, business center, airport services).
- Maximized sales profits, contributed 30% sales to room service using proven upselling and cross- selling techniques and promoting hotel brand with exceptional service.
- Solved administrative and customer service issues effectively by identifying needs, quickly gaining trust, with knowledgeable assistance and friendly support by improving 30% positive feedback immediately.
Education
Bachelor of Science - Major Computer Science
Arellano University
Manila, PhilippinesSkills
- Leadership and Collaboration Proficiencies
- Customer Relationship Management
- Hands on and Oriented with a strong ethic and sense of responsibility
- Efficient Time Management
- Interpersonal Communication
- Management Performance
- Making Decisions and Problem Solving
- Microsoft Office Applications
LANGUAGES
TAGALOG & ENGLISH
Accomplishments
- 4 NAJIM AWARDS
- (1) MERIT Awards
- (1) Excellence Service
- (1) Appreciation Values of Service
- (1) Company Core Values - Safe and Secure
- 5 Years Awards -2008
- Star of the first Quarter -2007
- 1st Place Upselling Program Awards - Food & Beverage Competition
EMIRATES AIRLINES - FIRST CLASS LOUNGE - Emirates Flight Catering
JW MARRIOTT HOTEL
JOLLIBEE FOOD CORPORATION:
The Flash Awards - Fastest Cashier
Affiliations
- Sports, Dancing, Singing and Cooking
References
References available upon request.
Certification
- Certified LIMRA (Awarded by Windsor, Connecticut, U, S,A) - METLIFE
- Certification in Bancassurance and Shariah Law - Mashreq Bank
- Financial Needs Analysis - Mashreq Bank / METLIFE
- Planning and Investment - Mashreq Bank / METLIFE
- Business Excellence Services - Train the Trainer - Emirates Airlines
- Airport Services Programming 1 SKILLS - Emirates Security Aviation
- Fire Warden / Fire Safety & Quality Training- Emirates Airlines / EKFC
- PBX / Opera System - JW Marriott Hotel
- 100% Leadership & Food Hygiene - JW Marriott Hotel
- Essential for Behavior Excellence - JW Marriott Hotel
- Hostess - JW Marriott Hotel
- Empowerment - JW Marriott Hotel
- Grooming Standard - JW Marriott Hotel
- Telephone Skills I & II - JW Marriot Hotel
Timeline
Certified Sales Planning Advisor ( CII AIA)
American Life Insurance (METLIFE)
2024.10 - 2026.01
Relationship Manager (Bancassurance)
Mashreq Bank - Business Development Officer
2023.03 - 2024.06
Financial Advisor
Alfuttaim Orient Insurance PJSC
2021.09 - 2022.07
Senior Waitress / Head Airport Services
Emirates Airlines First Class Lounge - EKFC
2013.02 - 2020.07
Guest Experience Ambassador
Renaissance Hotel, Courtyard by Marriott & MEA
2011.04 - 2012.02
Front Office AYS Agent
JW Marriott Hotel
2003.09 - 2010.10
Bachelor of Science - Major Computer Science
Arellano University