SUZZETTE MANALO
Lima,Lima
Summary
Dynamic and adaptable professional with a proven track record in customer service and problem-solving. Excelled at Guestit by enhancing customer satisfaction and streamlining processes. Skilled in CRM software and team management, I consistently exceed service goals, leveraging strong communication to foster client relationships and improve team performance.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Guestit
Stockholm, Sweden
09.2023 - 10.2024
- Maintained a high level of professionalism when dealing with difficult customers.
- Performed administrative tasks such as filing paperwork, updating databases, and generating reports.
- Collected deposits or payments and arranged for billing.
- Developed strong relationships with customers by providing personalized assistance and support.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Exceeded established service goals while leveraging the best customer service, sales, and employee management practices.
CUSTOMER SUCCESS MANAGER
Lowkl
Miami, FL
01.2022 - 05.2024
- As a remote bilingual customer success manager, I ensure that guests staying at our rental vacation home are happy and satisfied with their stay and the service they receive.
- Sending thank-you messages with promo codes for guests who had an excellent stay, to create more revenue and more loyal guests.
- Established processes for measuring customer satisfaction rates across multiple channels.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
BILINGUAL CUSTOMER SUPPORT AGENT
Teleperformance
Lima, Peru
01.2021 - 01.2022
- As a bilingual customer service representative, I take calls both in English and Spanish.
- Provide a solution to any issue the customer calls about.
- Demonstrate empathy, and take ownership in each call.
- Document each call properly according to standards.
BUSINESS OWNER/BAKER
Perupina Cafe
Lima, Peru
01.2015 - 01.2021
- Managed a small pastry business from home.
- Baked cakes and pastries for the business.
- Managed inventory, food costs, sales, and marketing.
- Create and develop new recipes to attract more clients.
QUALITY ASSURANCE SPECIALIST
Amaysim
Taguig, Philippines
01.2016 - 01.2017
- Uphold strict quality control policies and procedures on every customer interaction.
- Monitor the calls of agents remotely.
- Give feedback and constructive criticism to agents.
- Provide coaching sessions to agents to improve their performance.
RESTAURANT SUPERVISOR
Royal Caribbean International
Miami, USA
01.2012 - 01.2013
- Supervise the service, and make sure all guests are happy and satisfied.
- Dealt with customer issues and complaints.
- Train staff on service standards.
- Make sure that food safety and hygiene standards are followed.
WAITER
Royal Caribbean International
Miami, USA
01.2009 - 01.2012
- Provide excellent service, and make sure all guests are happy and satisfied.
- Take orders, and take note of special instructions and allergies.
- Make sure that the food is correct and presented well.
- Check back with each guest to ensure the food is up to standards.
ASSISTANT WAITER
Norwegian Cruiseline
Miami, USA
01.2006 - 01.2009
- Provide excellent customer service while assisting with waiter needs
- Pick up food and drinks from the bar and galley
- Set up the station before service starts
- Clean soiled dishes from the table and replace needed cutlery
SERVER/CREW TRAINER
Fish & Co.
Mandaluyong, Philippines
01.2005 - 01.2006
- Provide excellent customer service and train new hires for store openings
- Check guest's satisfaction
- Hands on training to maximize service staff efficiency
- Monitored food safety protocols among new hires
RESERVATIONS ASSOCIATE
New World Renaissance Hotel
Makati, Philippines
01.2005
- Assist in event reservations for the hotel, and designate event information in all departments involved.
- Followed up with guests after their stay to ensure satisfaction with their experience at the hotel.
- Kept accurate knowledge of types of rooms available at various resort locations.
- Participated actively in team meetings and brainstorming sessions related to process improvements.
Education
BS - HOTEL & RESTAURANT MANAGEMENT
St. Paul University Manila
01.2005
SECONDARY SCHOOL -
Paco Catholic School
01.2001
Skills
- Critical thinking
- Customer Service
- Problem-Solving
- Computer Literacy
- Team Management
- Strong Communication
- Versatility
- Adaptability
- Complaint resolution
- Account updating
- Active listening
- Call management
- Research
- Computer proficiency
- Complaint handling
- Coordination
- CRM software proficiency
Timeline
Customer Service Representative
Guestit
09.2023 - 10.2024
CUSTOMER SUCCESS MANAGER
Lowkl
01.2022 - 05.2024
BILINGUAL CUSTOMER SUPPORT AGENT
Teleperformance
01.2021 - 01.2022
QUALITY ASSURANCE SPECIALIST
Amaysim
01.2016 - 01.2017
BUSINESS OWNER/BAKER
Perupina Cafe
01.2015 - 01.2021
RESTAURANT SUPERVISOR
Royal Caribbean International
01.2012 - 01.2013
WAITER
Royal Caribbean International
01.2009 - 01.2012
ASSISTANT WAITER
Norwegian Cruiseline
01.2006 - 01.2009
SERVER/CREW TRAINER
Fish & Co.
01.2005 - 01.2006
RESERVATIONS ASSOCIATE
New World Renaissance Hotel
01.2005
BS - HOTEL & RESTAURANT MANAGEMENT
St. Paul University Manila
SECONDARY SCHOOL -
Paco Catholic School
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