Resume - Jhenine D.

Customer service professional with 10+ years of experience in customer-facing roles across banking, reservations, e-commerce, BPO, and hospitality. Skilled in handling customer inquiries, resolving complex concerns and escalations, and providing personalized assistance while maintaining high service and quality standards. Strong background in supporting international and diverse customers through both phone-based and face-to-face interactions. Recognized for excellent communication, active listening, problem-solving, conflict resolution, and adaptability in fast-paced, target-driven environments.

PROFESSIONAL EXPERIENCE

Better Banking Specialist – Junior Assistant Manager

Security Bank Corporation | Cavite, Philippines | Jun 2024 – Sept 2026

Provide professional and personalized assistance to customers regarding banking products, services, transactions, and concerns.
Build and maintain strong customer relationships through attentive and needs-based service.
Handle complex customer issues and provide appropriate solutions while maintaining service quality.
Address customer concerns with professionalism, empathy, and sound judgment.
Support daily branch operations and ensure efficient handling of customer requests.
Collaborate with team members to maintain operational efficiency and achieve service goals.

Reservations Specialist

Royal Caribbean Group | Oct 2023 – Apr 2024

Assisted international customers with reservations, inquiries, itinerary information, and travel-related concerns.
Handled booking changes, cancellations, and complex customer concerns efficiently and accurately.
Provided clear and accurate information while maintaining a high level of customer satisfaction.
Recommended appropriate products and services based on customer preferences and requirements.
Built positive relationships with diverse international customers through professional communication.

Customer Service Associate

Amazon Manila | Cavite, Philippines | Apr 2021 – Oct 2023

Provided professional customer support and effective solutions for a wide range of customer concerns.
Assisted customers with orders, account-related inquiries, product concerns, and service issues.
Used active listening and problem-solving skills to understand customer needs and resolve concerns.
Handled challenging customer interactions while maintaining professionalism and composure.
Maintained quality, accuracy, and productivity standards in a fast-paced customer service environment.

Mentor – Escalation / Customer Service Representative

Alorica Teleservices | Cavite, Philippines | Feb 2018 – Mar 2021

Handled escalated customer concerns requiring advanced problem-solving and decision-making.
Assisted representatives with difficult customer interactions and complex customer issues.
Provided coaching, guidance, and feedback to help team members improve service quality and performance.
Helped resolve challenging customer situations while maintaining professionalism and customer focus.
Developed strong leadership, communication, conflict-resolution, and escalation-management skills.

Banquet Server

Marriott Hotel Manila | Cavite, Philippines | Nov 2015 – Jan 2018

Delivered professional and personalized service to guests during events, conferences, and functions.
Responded to guest requests and concerns while maintaining high standards of service.
Communicated effectively with guests and colleagues to ensure smooth event operations.
Worked efficiently as part of a team in a fast-paced customer-focused environment.