2006
Bachelor of Science in Tourism
Institute of Creative Computer and Technology
Let's Connect
I am a highly versatile professional whose background as a Hotel Reservation Specialist Pro and BOFA Agent Assistant uniquely qualifies me for high stakes into a new position. Dedicated to driving quality assurance, optimizing workflow and mentoring teams to exceed production and service standards.
My Skills and Competencies
Inbound / Outbound calls
Email Support
Data Entry
Live Chat Support
Customer Service
Photo Editing
Microsoft and Google apps
Certificates
My Experience and Education
August 2023
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Present
Insurify
(BOFA Agent Assistant)
I manage comprehensive inbound and outbound communication, ensuring every customer concern is meticulously documented and assigned to an agent. This oversight includes auditing calls and texts to enforce process compliance and provide targeted behavioral correction. I also streamline the decision process by providing customers with direct links to select their preferred carrier.
2016
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2023
Hilton Hotels & Resorts / Radisson Hotels Group Americas
(Hotel Reservation Specialist Pro)
I am an expert in advanced hotel reservation operations, specializing in maximizing revenue through deep knowledge of rate structures and converting denials into future opportunities. My role involves serving as the primary contact for high value guests, utilizing guest profiles for personalized service and resolving complex billing disputes while maintaining strict luxury brand standards. Crucially, I uphold quality across the team by mentoring agents, maintaining expert CRS proficiency and conducting rigorous audits and error analysis to ensure 100% compliance and operational excellence.
2013
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2014
Robinsons land Corporation - Real Estate
(Project Presenter - Appointment Setter)
I maintain comprehensive, in-depth knowledge of assigned condo projects including pricing, specifications and payment terms, to deliver professional and engaging sales presentations. My core function is to expertly assess each client's financial capacity and needs, providing tailored unit recommendations and guiding them seamlessly through the initial reservation and contract documentation process.
2010
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2012
International Language Center
(Korean Teaching)
I specialize in teaching English with a focus on speaking, listening and reading proficiency. My approach involves planning tailored lessons, creating engaging, interactive activities and continually assessing student progress.
2007
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2009
9ming Goal - Ifafa Tech. Inc.
(Lead Live Casino Host)
I am responsible for actively hosting and dealing a variety of live casino games while strictly maintaining regulatory integrity, game security and a professional on-screen presence. This role also involves providing immediate coaching to Hosts/Dealers, maintaining expert knowledge of all studio platforms and conducting continuous quality checks and audits to enforce company standards and seamless broadcasts.
My Services
Hotel Booking Assistance
Help guest identify and reserve appropriate accommodations based on their choices, budget and travel needs.
Appointment Scheduling
Proactively contacting leads or clients via phone, email or text to schedule, confirm and reschedule appointments.
Follow-Up Calls
Conduct follow-up calls with prospects who have shown initial interest but have not yet committed to an appointment.
CRM Management
Utilize customer relationship management (CRM) software to track and document interactions with prospects.
Email Outreach
Setting up, managing and optimizing multi-step automated email sequences and drip campaigns (including follow-ups).
Customer Support
Providing assistance across various platforms ( phone, email, live chat ).
Testimonials
Guest at Radisson Hotels Group of Americas
Jessica was very helpful, got exactly what I wanted and was able to find a promotion or discounted rate. Very happy with the customer service.
Guest at Radisson Hotels Group of Americas
Jessica did an outstanding job, was very creative and saved me a lot of money. She should be applauded!
Guest at Radisson Hotels Group of Americas
I just want to let you know that Jessica was absolutely wonderful. She was very patient very professional she took care all of my questions and I just can't say enough about her she needs a raise and probably a nap after my call.
Anyway I just wanted to let you know what a great job Jessica's doing representing Radisson to you all.
Guest at Radisson Hotels Group of Americas
Yes, I had made 2 phone calls to the Country Inn and Suites this afternoon and both of the young ladies that I spoke to were extremely pleasant and helpful and it was very enjoyable phone call. Kudos to them! Thank you and have a wonderful day!
Guest at Radisson Hotels Group of Americas
I talked to the young lady called Jessica who was very very professional and I'm very satisfied how she addressed all my needs. So, actually there should be a lot of praise for the excellent works she do.
Guest at Radisson Hotels Group of Americas
Just wanted to say that Jessica, the person that help me today was extremely helpful, repeated all the information back to me, very pleasant. She seems to be a great great person. Thank you.
Guest at Radisson Hotels Group of Americas
I just want to let someone know that our sales representative was very helpful. I hope that out check-in next weekend goes smoothly as our reservation did over the phone. Thank you very much.
Guest at Radisson Hotels Group of Americas
Jessica was very nice. I appreciate her great help, she's very informative and I thanked her for her service. Have a good day!
Guest at Radisson Hotels Group of Americas
The representative that assisted me with confirming my reservation today, her name is Jessica. She was very friendly, professional and she was efficient. I'm very very happy that she assisted me because earlier I have contacted your 8555161090 number and I believe I spoke with a representative name Jen possible, who was extremely rude to me, she was not very clear and she also ended up hanging up on me when I asked to speak to a supervisor. So when I did a callback and spoke to Jessica, it was a completely different experience. It did change my mind about how I felt about this reservation. Kudos to the person who made my reservation today and the person that I spoke with before her, she definitely needed a retraining. She was awful, she was rude and she was not a good representative of your company.
Guest at Radisson Hotels Group of Americas
Jessica is the assistance to my calling and she answered with patience and with professionalism. So, I am proud of Radisson to have an employee like Jessica. I appreciate her help and resolve some of my questions I have. Thank you!
Guest at Radisson Hotels Group of Americas
I would have press 10 but I was afraid that 1 or the zero will get recorded and misinterpret my response. The agent was very good. Thank you!