Juvy Anne Polancos
Howick,AUK
Summary
Versatile professional equipped with a proactive approach and a commitment to continuous learning. Demonstrates strong work ethic and effective communication abilities, ideal for enhancing team dynamics and contributing to organizational success.
Overview
23
23
years of professional experience
Work History
Customer Experience, Administration and Sales
Southern Hospitality
06.2023 - Current
- Managed customer inquiries across multiple channels, ensuring prompt resolution and tailored solutions
- Contributed to process improvement initiatives and handled escalated service issues, collaborating with the Customer Experience Manager
- Assisted in showroom operations, promoting products and managing trade shows and conventions
- Oversaw returns management, freight claims, and worked with logistics to process items efficiently for re-sale
- Ensured timely follow-up on web inquiries, managed backorders, and drove online customer engagement while handling warranty claims
Business Franchise And Real Estate Owner
Bubble Wraps PH / Condominium Rental
11.2019 - Current
- Managed day-to-day operations of a food business, ensuring high-quality service, customer satisfaction, and efficient workflow
- Developed and implemented operational systems for the food business, including inventory management, ordering, and vendor relationships
- Managed real estate leasing properties, overseeing rent collection, lease agreements, and property maintenance coordination to ensure tenant satisfaction and compliance
- Negotiated lease terms, maintained tenant relations, and ensured properties were secure, well-maintained, and met local regulations
- Led staff training and scheduling for the food business while ensuring smooth operations in both food service and property management
- Built strong relationships with suppliers for the food business and with tenants for real estate, ensuring consistent revenue and long-term growth
- Executed marketing strategies for both the food business and real estate portfolio, including online campaigns, community events, and promotions
- Managed the financial aspects of both businesses, including budgeting, cost control, and financial reporting to ensure profitability and operational efficiency
Client Engagement Specialist
Payward Inc. (Kraken)
07.2017 - 09.2018
- Verified and assessed documents to prevent fraud
- Provided responses to online requests regarding customer or client issues using secure forms of communication
- Effectively and accurately provided solutions for the customer through extensive decision making skills
- Trusted by managers to work on content creation task
- Interviewed applicants for verifications team
- Researched with other crypto companies and provide presentation
Telesales Executive
Marina Bay Sands Singapore
03.2010 - 12.2010
- Delivered exceptional customer service by responding promptly and courteously to guest inquiries, actively seeking feedback on satisfaction, and proactively addressing additional needs to ensure a positive guest experience
- Managed room service orders, accurately processing both cash and credit transactions for hotel guests and wait staff, ensuring smooth and efficient financial transactions
- Collaborated seamlessly with servers and kitchen personnel to guarantee the timely and accurate fulfilment of room service orders, maintaining high standards of quality and service
- Utilised in-depth knowledge of the menu to upsell high-margin items and offer tailored recommendations, enhancing the guest experience while increasing sales
- Communicated special meal requirements, allergies, dietary preferences, and other guest-specific requests to kitchen staff to ensure all orders were prepared to meet individual needs
- Consistently achieved sales targets by identifying opportunities for cross-selling and upselling, contributing to the hotel’s overall revenue growth while maintaining excellent guest satisfaction
Senior Reservations Management Associate
Directwithhotels Inc
03.2008 - 08.2009
- Managed end-to-end reservations for a portfolio of 50+ hotel properties, ensuring high levels of customer satisfaction and seamless booking experiences
- Delivered exceptional customer service, resolving inquiries, modifications, and cancellations with a 98% satisfaction rate
- Optimised room availability and pricing, aligning with market demand and boosting revenue by 10% during peak seasons
Team Leader
Mandata Corporation
07.2006 - 03.2008
- Oversaw daily team operations, ensuring all reservations and customer requests were handled efficiently and on time
- Conducted meticulous call monitoring and data accuracy checks, maintaining high-quality service standards
- Facilitated training sessions for new hires and provided personalised coaching to enhance team performance and efficiency
- Monitored call queues and daily tasks, proactively addressing potential bottlenecks to ensure smooth operations
- Managed escalations with professionalism, resolving customer concerns and operational challenges effectively
- Provided backup support for Call Centre Manager responsibilities, demonstrating leadership and adaptability
- Screened and interviewed candidates for open positions, contributing to the recruitment of top talent
Quality Assurance Specialist
APAC Customer Services
06.2003 - 05.2004
- Promoted to Quality Assurance Specialist within one year, recognizing outstanding performance and dedication
- Conducted in-depth quality monitoring, analysis, and reporting to uphold improve team efficiency
- Validated and successfully closed sales leads transferred by telemarketers, directly contributing to revenue growth
- Consistently exceeded target sales quotas, driving team success and operational excellence
Customer Service Representative
ePLDT, Inc.
06.2002 - 06.2003
- Handled billing, programming, activation, up selling and technical calls
- Maintained AHT of 4:15 and 100% QA monitoring
- Improved customer relations and built a proactive relationship with the subscribers by being responsive to the latter's needs and concerns
- Disseminated information to the clients for improved understanding of the company's services and existing promos
- Awarded 'From the bottom of my Heart' for the most numbers of compliment calls
Flight Attendant
Cebu Pacific Air
10.2001 - 06.2002
- Delivered exceptional in-flight service by ensuring passenger safety, comfort, and satisfaction while adhering to airline protocols and regulations
- Managed emergency procedures and safety protocols providing clear instructions and assistance to passengers during critical situations
- Handled diverse customer interactions with professionalism resolving conflicts, addressing special requests, and maintaining a positive flight experience
- Collaborated with the flight crew to ensure smooth operations, efficient boarding, and adherence to flight schedules
Education
Bachelor of Science - Finance And Management Accounting
Saint Paul University Manila
Philippines01.2001
Skills
- Customer relationship management
- Team leadership
- Financial management
- Conflict resolution
- Negotiation strategies
- Time management
References
References available upon request.
Timeline
Customer Experience, Administration and Sales
Southern Hospitality
06.2023 - Current
Business Franchise And Real Estate Owner
Bubble Wraps PH / Condominium Rental
11.2019 - Current
Client Engagement Specialist
Payward Inc. (Kraken)
07.2017 - 09.2018
Telesales Executive
Marina Bay Sands Singapore
03.2010 - 12.2010
Senior Reservations Management Associate
Directwithhotels Inc
03.2008 - 08.2009
Team Leader
Mandata Corporation
07.2006 - 03.2008
Quality Assurance Specialist
APAC Customer Services
06.2003 - 05.2004
Customer Service Representative
ePLDT, Inc.
06.2002 - 06.2003
Flight Attendant
Cebu Pacific Air
10.2001 - 06.2002
Bachelor of Science - Finance And Management Accounting
Saint Paul University Manila
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