Summary
Overview
Work history
Education
Skills
Languages
Accomplishments
Timeline
Generic
Tricia Ellaine Taguiam

Tricia Ellaine Taguiam

Dubai,UAE

Summary

Experienced professional with a strong background in reservation billing, payment processing, and booking management. Proficient in using Sevenrooms booking systems, Opera, and various reservations software. Demonstrates exceptional computer literacy, technical troubleshooting skills, and an understanding of fibre optics technology. Adept at handling complaints, processing refunds, and managing stress under pressure. Career goal includes leveraging expertise in call centre operations to enhance customer satisfaction and operational efficiency.

Overview

8
8
years of professional experience
4
4
years of post-secondary education

Work history

Restaurant Reservation Agent

Atlantis Resort
Dubai
07.2022 - Current
  • Processed payments and online bookings with zero error.
  • Maintained product knowledge to provide accurate information on restaurants.
  • Resolved complaints swiftly, maintaining high levels of customer satisfaction.
  • Completed bookings and reservation amendments using sevenrooms and opera.
  • Maintained excellent guest satisfaction by providing attentive, proactive and helpful service.
  • Processed reservations by phone, answered customer questions, and provided accurate waiting times.

Subject Matter Expert | Technical Support III

TELUS International
Quezon City, Philippines
07.2020 - 06.2022
  • Worked diligently under pressure whilst maintaining a high standard of work, demonstrating resilience and dedication in demanding situations.
  • Drove short-term troubleshooting and long-term improvement efforts across multiple platforms.
  • Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely.
  • Tailored tech solutions according to specific client needs, ensuring high level of customer satisfaction.
  • Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
  • Troubleshot and repaired telephone, video conferencing and voicemail systems.

Guest Service Center Agent

Marco Polo Ortigas Manila
Pasig City, Philippines
03.2018 - 07.2020
  • Completed wake-up call service requests from guests.
  • Received telephone inquiries, answering questions with up-to-date information.
  • Promptly addressed customer enquiries to resolve issues and attend to requests.
  • Updated phone directory to maintain accurate information.
  • Redirected callers for smooth and prompt transfers.
  • Utilised knowledge of hotel facilities and services to assist guests accordingly.

Customer Sales & Travel Representative

WNS Global Services Philippines
Quezon City, Philippines
03.2017 - 03.2018
  • Facilitated smooth travel arrangements, enhancing customer experience.
  • Used destination knowledge to enhance customer trips with local recommendations.
  • Recommended hotel packages and initiatives to customers for increased business profits.
  • Processed payments and established payment plans on behalf of customers, offering multiple methods to maximise sales.
  • Offered personalised travel advice for enhanced holiday experiences.
  • Researched accommodation options to provide choices for varying tastes and budgets.

Education

Bachelor of Science - Tourism Management

Pamantasan ng Lungsod ng Marikina
Marikina
06.2013 - 04.2017

Skills

  • Reservation billing
  • Payment Processing
  • Sevenrooms booking systems
  • Booking management
  • Call centre experience
  • Reservations software use
  • Opera
  • Computer literacy
  • Resilience under pressure
  • Complaint handling
  • Refund processing
  • Mathematical competence for billing
  • Telephone etiquette
  • Technical troubleshooting
  • Fibre optics technology
  • Understanding of fibre optics
  • Stress management

Languages

English
Proficient (C2)

Accomplishments

    • 2nd Runner up Highest Conversion, October 22

    • Extraordinary Service Award

    • Mastering Luxury Training January 2023

    • 1st Runner up Highest Call Audit May 2023

    • 2nd Runner up Highest Conversion May 2023

    • IFH Platinum Award for Mystery Caller Assessment

    • Highest Conversion for July and September 2023

    • Positive Commendation Award August 2023

    • F&B Activation Trainer Certificate

    • AMAZE Training May 2024

    • Empowerment Award August 2024

Timeline

Restaurant Reservation Agent

Atlantis Resort
07.2022 - Current

Subject Matter Expert | Technical Support III

TELUS International
07.2020 - 06.2022

Guest Service Center Agent

Marco Polo Ortigas Manila
03.2018 - 07.2020

Customer Sales & Travel Representative

WNS Global Services Philippines
03.2017 - 03.2018

Bachelor of Science - Tourism Management

Pamantasan ng Lungsod ng Marikina
06.2013 - 04.2017

Similar Profiles

Create profile
Tricia Ellaine Taguiam