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
2018.03 - 2025.08
- 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
2017.03 - 2018.02
- 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
2015.10 - 2017.02
- 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
2013.09 - 2015.09
- 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
2005.02 - 2013.06
- 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
2002.01 - 2005.01
- 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
Philippines03.2005
Graduate - High School
Zamboanga National High School
Philippines03.2001
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
2018.03 - 2025.08
Hospital Receptionist
Serene Psychiatry Hospital
2017.03 - 2018.02
Supervisor and Cashier
Salt n' Pepper Restaurant and Banquet Halls
2015.10 - 2017.02
Cashier
Le Chocolate Cafe Restaurant
2013.09 - 2015.09
Telephone Operator
Halina Hotel
2005.02 - 2013.06
Team Leader and Cashier
Pizza Hut
2002.01 - 2005.01
High School Diploma - Bachelors of Elementary Education
Laguna State Polytechnic University
Graduate - High School
Zamboanga National High School