Summary
Overview
Work history
Education
Skills
Custom Section
Personal Information
References
Languages
Certification
References
Timeline
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JENELIE I. DELA CRUZ

JENELIE I. DELA CRUZ

Umm al Hassam,13

Summary

A dedicated professional with expertise in customer relationship management and service knowledge. Proficient in handling emails, ticketing systems, and follow-up coordination, ensuring seamless process improvement and issue resolution. Multilingual communicator with a positive attitude and stress management skills, committed to enhancing product understanding and delivering exceptional customer experiences.

Overview

24
24
years of professional experience
4007
4007
years of post-secondary education
1
1
Certification

Work history

Call Center Agent

Royal Bahrain Hospital
03.2018 - 08.2025
  • Stress management
  • Worked as a Team Leader in both KIMS Health Hospital & Royal Bahrain Hospital from 2022-2024
  • Answering the telephone, making appointments and taking messages according to protocol
  • Answer patients' inquiries
  • File and maintain patient medical records
  • Maintains and keeps patient information confidential
  • Develop and implement strategies to improve customer satisfaction and agent performance
  • Conduct regular team meetings to communicate updates and address any concerns

Hospital Receptionist

Serene Psychiatry Hospital
03.2017 - 02.2018
  • Maintaining records and accounts of patients
  • Carried out day-to-day duties accurately and efficiently.
  • Calling patients over the phone to follow up on their appointments and pending payments

Supervisor and Cashier

Salt n' Pepper Restaurant and Banquet Halls
Bahrain
10.2015 - 02.2017
  • Receive payment by cash or credit cards and vouchers
  • Issue receipts, refund, credit or change
  • Greet customers entering the establishment
  • Monitor the cleanliness of the store
  • Check all the equipment from time to time and monitor stocks
  • Resolve customer complaints

Cashier

Le Chocolate Cafe Restaurant
Bahrain
09.2013 - 09.2015
  • Greet the customer in a friendly manner
  • Operates cash register, processing payment cash and card payments
  • Consistently maintain the cleanliness of counter area

Telephone Operator

Halina Hotel
Manila
02.2005 - 06.2013
  • Collaborated with team member to ensure seamless coordination of customer service efforts across all channels of communication
  • Promoted company values by delivering exceptional customer service in every interaction with both internal and external clients
  • Demonstrated adaptability during peak hours or high-stress situations by remaining calm, focused, and efficient in handling multiple tasks

Team Leader and Cashier

Pizza Hut
Araneta/ Quezon City
01.2002 - 01.2005
  • Receiving payments and issuing receipts
  • Keep track of all payment credit and cash transactions
  • Answering customer questions about products and services
  • Maintaining adequate change denominations in the cash drawer
  • Responsible for supervising and training all cashiers and maintaining a positive environment
  • Resolving cash tills at the end of every shift and generating accurate till reports for each employee

Education

High School Diploma - Bachelors of Elementary Education

Laguna State Polytechnic University
Philippines
03.2005

Graduate - High School

Zamboanga National High School
Philippines
03.2001

Skills

  • Cashier
  • Call Centre Agent
  • Fast learner
  • Email handling proficiency
  • Customer relationship management
  • Multilingual
  • Ticketing system usage
  • Follow-up coordination
  • Process Improvement
  • Resolving issues
  • Product knowledge and understanding
  • Stress management
  • Expert communicator
  • Positive attitude
  • Service knowledge

Custom Section

  • Customer Satisfaction Boost, Improved customer satisfaction scores by 20% in 6 months.
  • Complaint Resolution, Successfully resolved over 100 customer complaints monthly.
  • Call Handling Efficiency, Managed 200 daily inbound calls efficiently.
  • Appointment Booking Growth, Increased appointment bookings by 15% through strategic initiatives.

Personal Information

Nationality: Filipino

References

References available upon request.

Languages

English
Advanced
Arabic
Elementary
Tagalog
Native

Certification

The career guidance & health exhibition basic food and safety hygiene training guest satisfaction training & finishing course for call center agent basic computer literacy

Customer Service Fire Starter Course

NHRA STANDARDS For Outpatients

Serene Psychiatry Hospital March 2018 - Kingdom of Bahrain

Jasmi's Food Corporation W.L.L March 2015 - Kingdom of Bahrain


August 2012 - Philippines Executive Optical, Inc April 2009 - Philippines

References

References available upon request.

Timeline

Call Center Agent

Royal Bahrain Hospital
03.2018 - 08.2025

Hospital Receptionist

Serene Psychiatry Hospital
03.2017 - 02.2018

Supervisor and Cashier

Salt n' Pepper Restaurant and Banquet Halls
10.2015 - 02.2017

Cashier

Le Chocolate Cafe Restaurant
09.2013 - 09.2015

Telephone Operator

Halina Hotel
02.2005 - 06.2013

Team Leader and Cashier

Pizza Hut
01.2002 - 01.2005

High School Diploma - Bachelors of Elementary Education

Laguna State Polytechnic University

Graduate - High School

Zamboanga National High School

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JENELIE I. DELA CRUZ