Reinald John Garrovillas

Managed a team of eight, monitoring and improving performance through defined KPIs such as quality control metrics, turnaround times, and individual productivity benchmarks.
• Handled customer inquiries across chat and email channels, providing timely, accurate, and courteous support while ensuring clarity and consistency in all communications. Leveraged training and hands-on experience to resolve concerns efficiently and maintain high customer satisfaction standards.
• Prepared and sent confirmation and follow-up emails, ensuring accuracy of information, attention to detail, and adherence to company guidelines and service-level expectations.
• Conducted outbound calls as needed to clarify customer requests, resolve outstanding issues, and provide proactive support, contributing to improved resolution times and overall service quality.

Assisted customers with travel reservations, including flights, accommodations, and related services, ensuring accuracy and compliance with booking policies and fare rules.
• Handled customer inquiries via phone, providing clear, timely, and courteous support throughout the booking and post-booking process.
• Processed booking confirmations, modifications, cancellations, and refunds in accordance with company and supplier guidelines.
• Resolved customer concerns related to itineraries, payments, schedule changes, and service disruptions, maintaining a high standard of customer satisfaction.
• Coordinated with internal teams and external partners (airlines, hotels, car rentals) to ensure seamless travel arrangements and issue resolution.
• Maintained accurate and up-to-date customer records in booking and CRM systems, ensuring data integrity and confidentiality.
• Adhered to service-level agreements (SLAs), quality standards, and compliance requirements while consistently meeting or exceeding performance KPIs.
• Provided proactive guidance to customers on travel requirements, policies, and available options to enhance their overall travel experience.

• Responded to and resolved customer inquiries via chat and email, delivering professional, clear, and concise support while ensuring a positive customer experience.
• Prepared and sent confirmation and follow-up communications with accuracy and attention to detail.
• Conducted outbound calls as needed to clarify requests, resolve issues, and provide proactive customer support.

• Pre-qualified potential clients based in the USA for two accounts - a health insurance brokerage firm and a vacation ownership company
• Constantly exceeds targets beyond quota requirements

• Operated machinery to ensure efficient production flow and maintain quality standards.
• Assisted in assembly line tasks, enhancing workflow efficiency and minimizing downtime.
• Conducted routine inspections of equipment to identify maintenance needs and prevent breakdowns.
• Collaborated with team members to optimize processes and improve overall productivity levels.

• Provided administrative support to the HRD and management team, ensuring efficient day-to-day office and personnel operations.
• Assisted in recruitment and hiring processes, including receiving applications and screening documents.
• Coordinated with internal departments and external partners for HR-related documentation and compliance requirements.

Prepared food items in accordance with Jollibee’s standard recipes, portion controls, and food safety guidelines to ensure product quality and consistency.
• Operated kitchen equipment safely and efficiently, including fryers, grills, and preparation stations.
• Maintained cleanliness and sanitation of kitchen areas, utensils, and equipment in compliance with food safety and hygiene standards.
• Coordinated with front-of-house staff to ensure timely order preparation and efficient service during peak hours.
• Followed health, safety, and workplace procedures to ensure a safe working environment for staff and customers.
• Supported opening and/or closing kitchen duties, including food preparation, equipment setup, and end-of-day cleaning.
• Worked collaboratively with team members to meet service time targets and maintain high customer satisfaction.