Romeo Calderon Solis Jr.
Lacey,WA
Summary
Dynamic and organized professional with a proven ability to manage time effectively and thrive under pressure in diverse environments. Demonstrated expertise in adapting to challenges while maintaining high productivity and efficiency. Committed to contributing skills and dedication to a reputable organization that values excellence. Prepared to leverage a strong work ethic and proactive approach to drive success and achieve organizational goals.
Overview
10
10
years of professional experience
Work History
Telephone Customer Service Representative
Sykes Enterprises, Incorporated
12.2013 - 03.2014
- Utilized CRM software to document interactions and follow up on outstanding issues.
- Managed high call volumes while maintaining exceptional customer service standards.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-stress situations calmly, demonstrating empathy while working towards mutually beneficial resolutions for both the company and the customer.
- Facilitated sales opportunities through effective upselling and cross-selling techniques during interactions with customers.
- Effectively diffused customer complaints, turning potentially negative experiences into opportunities for positive outcomes and continued business relationships.
- Maintained comprehensive knowledge of products and services, ensuring accurate information delivery to customers.
- Supported new hires by sharing best practices learned and offering guidance during the onboarding process.
- Reduced callback frequency by thoroughly addressing all customer concerns during initial interactions.
Telephone Customer Service Representative
IQor Global Services
08.2014 - 03.2015
- Managed high-volume calls, efficiently addressing issues and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Business Analyst
Convergys, Dun & Bradstreet
11.2016 - 11.2017
- Analyzed complex datasets to extract insights and drive business decisions.
- Streamlined reporting processes, enhancing accuracy and reducing turnaround time for data analysis.
- Evaluated existing business processes and recommended improvements based on data-driven insights.
- Increased data accuracy by implementing thorough data validation and cleansing processes.
- Standardized data collection procedures across departments, ensuring consistent data quality and enabling seamless integration of new datasets.
- Provided evaluative judgment based on analysis of information in complicated and unique situations and contributed to formulation of standards and strategies for functional areas.
Front Desk Receptionist
The Q Hotel & Events Place
12.2017 - 06.2018
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Completed all tasks in compliance with company policies and procedures.
Operations Manager
Casa Marcosa Hotel
07.2018 - 07.2019
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Operations Manager
The Q Hotel & Events Place
08.2019 - 03.2020
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
Customer Service Representative
VXI Global Solutions LLC
10.2020 - 01.2022
- Resolved customer inquiries and issues through effective communication and problem-solving skills.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Sales and Marketing Manager
The Q Hotel and Events Place
02.2022 - 06.2024
- Developed and executed marketing strategies for events, enhancing brand visibility and engagement.
- Analyzed market trends and customer feedback to refine event offerings and improve attendee experience.
- Led cross-functional teams in planning initiatives, fostering collaboration among sales, marketing, and operations departments.
- Implemented digital marketing campaigns utilizing social media platforms to increase event attendance by targeted demographics.
- Monitored event budgets closely, identifying opportunities for cost-saving measures while maintaining quality standards.
- Enhanced brand awareness through managing and executing high-impact, targeted marketing campaigns.
- Increased sales revenue by developing and implementing strategic marketing plans for events and promotions.
Education
Bachelor of Science - Business Management
Philippine Christian University
Dasmarinas, Cavite05-2023
High School Diploma -
Bonga National High School
Bacacay, Albay05-2008
Skills
- Proficient in Microsoft Word, Excel, and PowerPoint
- Proficient in OTA extranets
- Proficient in property management software
- Technical support and interpersonal skills
- Human resources management
Accomplishments
- Supervised team of twenty (20) staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved major clients concerns which led to client retention.
- Achieved successful events through effectively helping with comprehensive management.
- Achieved five (5) star reviews by providing stellar guest experience.
Languages
English
Full Professional
PERSONAL INFORMATION
- Date of Birth: November 13, 1986
- Birthplace: Legaspi City, Albay, Philippines
- Age: 38
- Gender: Male
- Height: 167 cm
- Weight: 174 lbs
- Nationality: Filipino
- Religion: Roman Catholic
- Civil Status: Married
Timeline
Sales and Marketing Manager
The Q Hotel and Events Place
02.2022 - 06.2024
Customer Service Representative
VXI Global Solutions LLC
10.2020 - 01.2022
Operations Manager
The Q Hotel & Events Place
08.2019 - 03.2020
Operations Manager
Casa Marcosa Hotel
07.2018 - 07.2019
Front Desk Receptionist
The Q Hotel & Events Place
12.2017 - 06.2018
Business Analyst
Convergys, Dun & Bradstreet
11.2016 - 11.2017
Telephone Customer Service Representative
IQor Global Services
08.2014 - 03.2015
Telephone Customer Service Representative
Sykes Enterprises, Incorporated
12.2013 - 03.2014
Bachelor of Science - Business Management
Philippine Christian University
High School Diploma -
Bonga National High School
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