Jocel Taneo
Dive Specialist II
Summary
Dynamic Dive Specialist II at Resorts World Sentosa, adept in enhancing customer satisfaction through expert problem-solving and quality assurance. Proven track record in team collaboration and risk management, optimizing inventory to reduce costs. Skilled in technical communication and coaching, driving service excellence and operational efficiency. Engaging in the aspect of dive safety and water safety.
Overview
11
11
years of professional experience
1
1
Certification
3
3
Languages
Work History
Dive Specialist II
Resorts World Sentosa Pte Ltd
10.2024 - Current
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Followed all company policies and procedures to deliver quality work.
- Perform safety check on area as well as dive related matters.
- With accordance to the supervisor, performs task on day to day basis in the premises of the sea aquarium.
- Optimized inventory management, minimizing waste and reducing costs.
Service Associate - Coordinator (Ticketing)
Palawan Sentosa Pte Ltd
06.2023 - 10.2024
- Provided accurate answers and solutions to customer concerns, inquiries and complaints.
- Developed strong relationships with clients through consistent communication and excellent service delivery.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate records of customer interactions, ensuring consistency in service delivery.
- Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
- Assisted customers with inquiries, resolving issues promptly for improved customer retention.
- Provided comprehensive training to new associates, improving their skillset and productivity levels quickly.
- Managed client accounts by updating information and processing transactions accurately.
- Actively participated in team meetings, sharing valuable insights for process improvements and best practices adoption.
- Promptly responded to inquiries and requests from prospective customers.
- Monitored cash drawer's checkout station and maintained adequate cash supply.
Service Leader - Lifeguard (Team Leader)
Sentosa Beach Pte Ltd (Shangri-la's Rasa Sentosa)
03.2015 - 06.2023
- Enhanced staff productivity with regular training sessions and performance evaluations in regards to lifeguarding and safety.
- Collaborated with other departments to resolve complex client issues quickly and effectively. Be it customer service or water safety.
- Promoted teamwork within the department, leading to improved collaboration and greater overall effectiveness.
- Handled escalated customer complaints professionally, resolving situations in a manner that satisfied both parties whenever possible with relations to customer service or water safety.
- Implemented new service protocols, resulting in a higher percentage of resolved issues on the first contact.
- Conduct refresher training for old and new colleagues either customer service or water safety.
- Appropriate stock take and proper housekeeping of safety equipments. Maintain up to date records and if there is a need to repurchase.
Service Associate - One Stop Service (Tele Ops)
Crowne Plaza Changi Airport
06.2014 - 03.2015
- Enhanced customer satisfaction by providing timely and efficient assistance in various service tasks.
- Provided accurate answers and solutions to customer concerns, inquiries and complaints.
- Collaborated with team members to streamline processes and improve overall service efficiency.
- Unloaded, loaded, and stocked merchandise at the club lounge for private meetings.
- Answers inquiries via phone and e-mail appropriate and in a timely manner.
- Assists in checking out booking of guests.
- Assists in arranging wake-up calls for hotel guests.
Education
Associate of Science - Aircraft Maintenance Technology
Flight Dynamics School of Aeronautics
The Runway Building, Pak-Pakan Rd, Lapu-Lapu City 04.2001 -
High School Diploma -
Saint Alphonsus Catholic School
G.Y. Dela Serna St.Poblacion, Lapu-Lapu City 04.2001 -
Skills
Customer relations
Quality assurance
Team collaboration
Analytical thinking
Expert problem solving
Documentation management
Emergency response
Technical communication
Proficient in microsoft applications (Word, Excel and basin Power Point)
Coaching and mentoring
Risk management
Vendor relations
Knowledge sharing
Certification
Rescue Diver
Cycling, Scuba Diving, Basketball, Baseball and Online Gaming
On my free time, I engage in exercise such as cycling and basketball. When at home I do online gaming when kids at school and wife at work. Scuba diving when going philippines for holidays.
Timeline
Rescue Diver
02-2025
Dive Specialist II
Resorts World Sentosa Pte Ltd
10.2024 - Current
Service Associate - Coordinator (Ticketing)
Palawan Sentosa Pte Ltd
06.2023 - 10.2024
Service Leader - Lifeguard (Team Leader)
Sentosa Beach Pte Ltd (Shangri-la's Rasa Sentosa)
03.2015 - 06.2023
Service Associate - One Stop Service (Tele Ops)
Crowne Plaza Changi Airport
06.2014 - 03.2015
Associate of Science - Aircraft Maintenance Technology
Flight Dynamics School of Aeronautics
04.2001 -
High School Diploma -
Saint Alphonsus Catholic School
04.2001 -
Similar Profiles
Paul WONG Ching PingPaul WONG Ching Ping
Manager, Network Services at Resorts World Sentosa Pte LtdManager, Network Services at Resorts World Sentosa Pte Ltd
Deepash DeepashDeepash Deepash
Freelance Drafter at Adecotech Engineering Pte LtdFreelance Drafter at Adecotech Engineering Pte Ltd
YuJun LiuYuJun Liu
Executive, Revenue Accounting & Audit at RESORTS WORLD AT SENTOSA PTE. LTD.Executive, Revenue Accounting & Audit at RESORTS WORLD AT SENTOSA PTE. LTD.