Shiela Mae Jenita
Abu Dhabi
Summary
Dependable Coordinator provides excellent office management and administrative support. Possesses strong communication and interpersonal skills with demonstrated ability to manage competing priorities and meet deadlines. Creative problem solver with strong analytical and critical thinking skills.
Overview
12
12
years of professional experience
Work History
Communications Control Coordinator
Miral Experiences-SeaWorld Yas Island Abu Dhabi
2022.10 - Current
- Delivering prompt announcement/communication through radio communications, email and phone to relevant departments.
- Entered data, generated reports, and produced tracking documents.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Creating and following up on service requests.
Yas Guest Service Agent
Miral Destinations
2022.01 - 2022.10
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Maximized revenue by upselling ticket upgrades and additional services.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
Ride and Attractions Operator - Operations
Warner Bros. World Abu Dhabi - Farah Experiences, LLC
2020.01 - 2022.01
- Responsible for operating, monitoring and attending park rides and attractions including assisting guests while implementing safety restrictions.
Communications Center Agent - Front Office
The Ritz-Carlton Ras Al Khaimah Wadi Desert
2019.07 - 2019.10
- Dispatch incoming and outgoing calls while anticipating guest needs
- Also responsible for communicating and working closely with other departments to efficiently provide exceptional service to guests
- Ensure proper maintenance of Front Office department filing system
- Logging complaints and ensuring that follow up is done to ensure rapid response to urgent situations
- Updating daily briefing reports.
Customer Service Representative - Driver Application/Email Support
Telus International Philippines
2015.06 - 2019.05
- Assisting customer's issues through email by providing accurate resolutions as well as ensuring that issues are handled in a timely manner.
Disputes Advisor - Chargeback Team-Back Office Support
Teleperformance Philippines
2012.10 - 2015.05
- In charge of assisting customer queries through phone and email communication in a timely manner while providing good customer service
- Assisting guests in investigating credit card disputes in accordance with consumer and merchant laws in the US
- Ensure maintenance of back office filing system
- Efficiently solve dispute cases in a timely manner while making follow up to customers either thru call or email
- Assisting disputes voice team for sup calls if the officer in charge/team leader is busy or unavailable.
Education
Saint Joseph Institute of Technology, Bachelor’s Degree in Hotel and Restaurant Management
Butuan City, Agusan del Norte01.2011
Saint Joseph Institute of Technology, Bachelor’s Degree in Hotel and Restaurant Management
Butuan City, Agusan del Norte01.2011
Skills
- Phone and Email Etiquette
- Multitasking and Organization
- Documentation and Recordkeeping
- MS Office
- Office Administration
- Time Management
Work Achievements
- Overall Top Performer for the month of September 2017 (Telus International Philippines)
- Overall Quality Top Performer for the month of October 2018 (Telus International Philippines)
- Perfect Overall Quality Score for the Month of December 2018 (Telus International Philippines)
Technical Skills And Trainings
- Certified Six Sigma Yellow Belt
- Proficiency in English for both written and verbal communication.
- Developed a sense of urgency and being able to work under pressure without supervision
- Ability to respond to calls/queries in a timely manner while observing telephone etiquette
Personal Information
- Age: 33 yrs. old
- Citizenship: Filipino
- Date of Birth: 11/02/90
- Marital Status: Single
Known Languages
Tagalog, English
References
- Sana AL Nahdi, Assistant Manager, OPS – SeaWorld Yas Island Abu Dhabi, +971 56 930 9228
- Hakim Bin Abri, Assistant Manager, OPS – SeaWorld Yas Island Abu Dhabi, +971 56 313 9966
- Merima Custovic, Operations Senior Manager - SeaWorld Yas Island Abu Dhabi, +971 50 442 4908
Languages
English
Bilingual or Proficient (C2)
Filipino
Bilingual or Proficient (C2)
Timeline
Communications Control Coordinator
Miral Experiences-SeaWorld Yas Island Abu Dhabi
2022.10 - Current
Yas Guest Service Agent
Miral Destinations
2022.01 - 2022.10
Ride and Attractions Operator - Operations
Warner Bros. World Abu Dhabi - Farah Experiences, LLC
2020.01 - 2022.01
Communications Center Agent - Front Office
The Ritz-Carlton Ras Al Khaimah Wadi Desert
2019.07 - 2019.10
Customer Service Representative - Driver Application/Email Support
Telus International Philippines
2015.06 - 2019.05
Disputes Advisor - Chargeback Team-Back Office Support
Teleperformance Philippines
2012.10 - 2015.05
Saint Joseph Institute of Technology, Bachelor’s Degree in Hotel and Restaurant Management
Saint Joseph Institute of Technology, Bachelor’s Degree in Hotel and Restaurant Management
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