KIMBERLY JEE OLIVARES-GANIC
Sarajevo
Summary
I have been working in the hospitality industry for so many years that I have mastered to provide effective and excellent customer service and resolution skills. I also have developed the skills to train and manage a small team. With all the companies that I have worked with, my performance has always been recognised and I have received awards and certificates for being a consistent top performer and Employee of the year.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service and Retention Specialist/Trainer
Ess Doo.
02.2023 - Current
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
- Evaluated current customer retention strategies and recommended improvements.
- Conduct trainings to newcomers and also monitoring and reviewing their calls. Providing effective strategies and feedback to enhance their performance.
Customer Service Representative
HelloFresh
09.2019 - 01.2023
- Duties: Handled customer service account and gave customers multiple support on Quality issues, Delivery, Sales and Account management
- Achievements: Mastered call handling as well as technical knowledge on the internet
- Became an effective team member and practiced proper time management
- Consistent in getting high rates on quality surveys
- Consistent in getting world-class customer service feedback from Quality Assurance Coordinators
- Received high customer satisfaction ratings
- Awarded as Agent of the year
Cruise Photographer
Holland America Line
08.2018 - 05.2019
- Duties: Created memories for the cruise passengers during their vacation
- Focused on sales and marketing upgrades
- Achievements: Consistently maintained as the top seller
- Mastered providing excellent customer service to the guests and assisting guests with their photography concerns
- Always an effective team member and practiced proper time management
- Consistent in getting commendations and feedback on the guest satisfaction survey
- Appointed as the Employee of the Month
Front office / Guest Relations Associate
Holland America Line
04.2013 - 06.2015
- Duties: Handle and provide excellent Customer service to the guests onboard
- Do Administrative duties which handle the guest’s embarkation and disembarkation needs
- Handle currency exchange onboard
- Achievements: Mastered providing excellent customer service to the guests and gained technical knowledge on the internet
- Became an effective team member and practiced proper time management
- Consistent in getting commendations and feedback on the guest satisfaction survey
- Appointed as the representative for the Administrative department
- Received acknowledgments as a top achiever during English Training and Customer Service Training
Escalations / Tier2 Customer Service Agent
Ally Financial
03.2007 - 02.2013
- Duties: Handled customer accounts and gave customers multiple support partly on billing, sales, and technical concerns
- Primarily focused on resolving a customer’s concern for those that are looking for supervisors
- Achievements: Mastered call handling as well as technical knowledge on the internet
- Became an effective team member and practiced proper time management
Customer Service, Travel Specialist and Sales Representative
Expedia.com
05.2007 - 02.2009
- Duties: Assist inbound calls for booking travel itineraries which includes up-selling other services
- Achievements: Mastered call handling as well as improved my hospitality knowledge on different travel options all over the world
- Became an effective team member and practiced proper time management and multi-tasking
- Consistent in getting high rates on quality surveys and has been a consistent top seller
- Consistent in getting customer service feedback from Quality Assurance Coordinators
- Received high customer satisfaction ratings
Customer Service / Sales Representative
Convergys Corporation
10.2006 - 04.2007
- Duties: Handled customer service account and gave customers multiple support on telecommunication issues, partly on billing, sales, technical concerns
- Achievements: Mastered call handling as well as technical knowledge on the internet
- Became an effective team member and practiced proper time management
- Consistent in getting high rates on quality surveys
- Consistent in getting world-class customer service feedback from Quality Assurance Coordinators
- Received high customer satisfaction ratings
Education
Bachelor of Science in Nursing - 3rd Level
Cebu Institute of Technology University
Cebu City08.2007
Secondary Education - undefined
Cebu Institute of Technology University
Cebu City03.2004
Elementary Education - undefined
Southwestern University
Cebu City03.1998
Skills
- Communication Skills
- Leadership Skills
- Customer Service
- Computer Proficiency
- Microsoft Office
- Microsoft Excel and Word
- Time Management
- Multi-tasking
- Problem Solving Skills
- Customer Retention Skills
- Team Player
- Clear Communication
- Technical Skills
- Project Management
- Goal Driven
Certification
- Marlins English Test Certificate Aug2007 The Marlins Test is The ISF Marlins English Language Test for Seafarers allows ship operators to demonstrate that seafarers, of any nationality, have been assessed on their ability to communicate in Englishlanguage on-board. The Marlins Test is internationally recognized.
- Oosterdam, Holland America Lines Apr2019 Employee of the month Excellent sales and Customer Service performance.
- HelloFresh Employee of the Year Dec2021 Employee of the year, Top performer and0 Absences.
LANGUAGES
English Highly proficient in speaking and in writing
Filipino Native
Bosnian Consistent in getting high rates on quality surveys. Consistent in getting world-class customer service feedback from Quality Assurance Coordinators. Received high customer satisfaction ratings. Received acknowledgments as a top achiever during English Training and Product Specifics Training. Received Excellent Quality Assists Scores and have developed excellent call handling.
Croatian
Hobbies and Interests
Fitness, Reading, Social Media Updates, Cooking
Timeline
Customer Service and Retention Specialist/Trainer
Ess Doo.
02.2023 - Current
Customer Service Representative
HelloFresh
09.2019 - 01.2023
Cruise Photographer
Holland America Line
08.2018 - 05.2019
Front office / Guest Relations Associate
Holland America Line
04.2013 - 06.2015
Customer Service, Travel Specialist and Sales Representative
Expedia.com
05.2007 - 02.2009
Escalations / Tier2 Customer Service Agent
Ally Financial
03.2007 - 02.2013
Customer Service / Sales Representative
Convergys Corporation
10.2006 - 04.2007
Bachelor of Science in Nursing - 3rd Level
Cebu Institute of Technology University
Secondary Education - undefined
Cebu Institute of Technology University
Elementary Education - undefined
Southwestern University