Jessie Mathews Joseph

• Proven ability to learn quickly and adapt to new situations.
• Managed time efficiently in order to complete all tasks/reports within deadlines.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Handling and managing Reservations process through various communication platforms
• Self-motivated, with a strong sense of personal responsibility.
• Ensure all information of reservations are properly taken and entered into the system
• Work closely with Sales, Front Desk and other department to ensure guest requirements are met.

• Explained product prices and packages as well as answered questions and addressed concerns of customers.
• Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
• Qualify suspects from various lead sources to acquire quality prospects and new customers for different sales channels
• Identify potential multi-Channel customers and rank up to other sales channels for business development
• Update all activities interacted with customers in sales system (COMET)
• Self-motivated, with a strong sense of personal responsibility.
• Passionate about learning and committed to continual improvement
• Organized and detail-oriented with a strong work ethic

Customer Service Executive

• Described product and service details to customers to provide information on benefits and advantages.
• Effective at resolving customers concerns and solidifying customer’s relationship.
• Conducted few sessions of training for new hires and assisted in pre-on-the-floor calls for every batch of new hires
• Managed to multitask in less than a year by handling both chat and call customers while manage to maintain all KPIs at max.
• Assisted in ISO audit project for FL Contact Centre and assisted in creating Chat Templates for Chat team.
• Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
• Made reasonable procedure exceptions to accommodate unusual customer requests.
• Evaluated interactions between associates and customers to assess personnel performance.

• Keep up to date on all hotel products, services, pricing, and special promotional offers as well as daily VIPs and special events
• Offered appropriate reservation options based on expected attendees when coordinating events.
• Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
• Skilled at working independently and collaboratively in a team environment.