Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic
MARGIENETTE HISTA

MARGIENETTE HISTA

Summary

Organized and dependable at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals and helping team members. Driven and dedicated with focus on delivering exemplary service.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Supervisor

Express Service Call Centre, Marina Bay Sands Hotel
09.2023 - Current
  • Oversee day-to-day operations of the call centre team, ensuring smooth workflow and adherence to service standards.
  • Provide coaching and performance feedback to agents, fostering continuous improvement and development.
  • Handle escalations, guest complaints and service recovery to maintain guest satisfaction.
  • Collaborate with management to implement process improvements and team engagements initiatives.
  • Conduct shift briefings, ensure task delegation and support cross- departmental coordination.

Senior Guest Service Executive Agent

Express Service Call Centre, Marina Bay Sands Hotel
06.2022 - 09.2023
  • Assume Shift leader responsibilities, overseeing daily operations and maintaining high service standards.
  • Mentor and guide new agents, conducting training to enhance their skills and knowledge.
  • Handled guest inquiries, feedback and complaints promptly and professionally, aiming for resolution.

Guest Service Executive Agent

Express Service Call Centre,Marina Bay Sands Hotel
05.2018 - 06.2022
  • Answered guest inquiries either hotel amenities or local attractions.
  • Assisting my Supervisors and Managers in performing Shift leader roles.
  • Mentoring new agents.

Private Bar (Mini Bar)

Marina Bay Sands Hotel
06.2016 - 01.2018
  • Handling guest request both internal and external
  • Answer phone calls/email in courteous and professional manners
  • Responsible for distribution of guest request to our team and other department
  • Responsible for the cleanliness, fully replenished of minibar items

In Room Dining Food Service Attendant

Marina Bay Sands Hotel
01.2011 - 06.2016
  • Provide room service for local and international.
  • Ensure the quality, cleanliness and accuracy of the food or beverage upon delivery to the guest rooms.
  • Handles random guest inquiries about the hotel.

Assistant Floor Manager

BlooiE's Roadhouse Restaurant,Singapore
10.2009 - 10.2010
  • Worked as restaurant server and cashier.
  • Plan and manage weekly team roster and task allocations to ensure fair distribution of responsibilities and optimal staffing coverage.

Service Crew

Indochine Restaurants and Bars, Singapore
04.2008 - 10.2008
  • Worked as service crew and cashier.
  • On the JOB training for 6 months

Banquet Crew

Family Country Hotel, Philippines
06.2007 - 08.2007
  • Kept food preparation area, equipment, and utensils clean and sanitary.
  • Collaborated with Team members to complete orders.
  • On the Job training for 3 months

Education

Bachelor of Science - Hotel And Restaurant Management

Goldenstate College
Philippines
04-2009

Skills

  • OPERA System ( managing guest profiles, reservations and billing)
  • ARDS Dashboard (raising takeaway breakfast and In Room Dining amenity requests)
  • CISCO Unified CM Console ( managing call routing)
  • TMAC & WFO ( monitoring call volume, agent performance and schedule adherence)
  • Knowledge on basic Microsoft Office application such as Word, Excel and Powerpoint
  • Effective communication (written and verbal)
  • Additional System Familiarity: (FCS System, Sistic Account, MDS/LDS , Live Chat, DexRM, SevenRooms, WeConnect, Time Manager, Avaya CMS, OCM Wake-up call Report)

Accomplishments

  • OneMBS Achievers Award
  • EXSA Silver Award
  • CCAS Awardee Candidates
  • Lead for AHK (Auto Hot Key)

Certification

  • WSQ Certifications
  • British Council Certifications

Timeline

Supervisor

Express Service Call Centre, Marina Bay Sands Hotel
09.2023 - Current

Senior Guest Service Executive Agent

Express Service Call Centre, Marina Bay Sands Hotel
06.2022 - 09.2023

Guest Service Executive Agent

Express Service Call Centre,Marina Bay Sands Hotel
05.2018 - 06.2022

Private Bar (Mini Bar)

Marina Bay Sands Hotel
06.2016 - 01.2018

In Room Dining Food Service Attendant

Marina Bay Sands Hotel
01.2011 - 06.2016

Assistant Floor Manager

BlooiE's Roadhouse Restaurant,Singapore
10.2009 - 10.2010

Service Crew

Indochine Restaurants and Bars, Singapore
04.2008 - 10.2008

Banquet Crew

Family Country Hotel, Philippines
06.2007 - 08.2007

Bachelor of Science - Hotel And Restaurant Management

Goldenstate College

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MARGIENETTE HISTA