Greza Bayona

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Duty Manager/ SFC

Jones Lang LaSalle Phils, Inc. (JLL)

Apr 2024 - Current (2 years 1 month)

Client/Stakeholder Management: Provide superior customer service to meet on-site clients' expectations. Procurement & Vendor Management: Assist in the management on procurement of vendors and services and all contractors on site to ensure they perform to the required standards (including inspection of vendors' work). Finance Management: Assist in financial processes to ensure that all financial management requirements are completed in a timely and accurate manner. Ensure prompt and accurate management of purchase orders. Health & Safety Management: Conduct regular audits to ensure safety procedures on site are in place and working. Assist in carrying out safety procedures when needed. Site Operations Management: Assist in the implementation

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Customer Experience Officer

ALORICA TELESERVICES, INC.

Feb 2021 - Mar 2024 (3 years 2 months)

Scheduling Coordinator (Jan 2023 - Mar 2024): Handling IB/OB calls, managing chat/messaging platforms, assisting orthodontist's account queries, responsible for the patient's appointment scheduling managing U.S. NA market, and catering patient flow to and from the front desk/administrative. Team Manager -Pacesetter (July 2022-January 2023): Oversee staff member's performance with Telco Operations, developing strategy, and enhancing performance. Maintains proper operation reports, delivers efficiency, conducts coaching, and works on ad hoc activities. WFM Real-Time Associate - Data Management (Oct 2021-July 2022): Managing multiple programs reporting for U.S. NA staff; to assess, analyze, and report employees' productivity at the individual

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F&B Operations Manager/ Store Owner

Anteadote Lab Co.

Jul 2020 - Jun 2021 (1 year)

Overseeing all operations and business activities to ensure the desired results and are consistent with the overall strategy and mission. Manage all F&B and day-to-day operations within budgeted guidelines and to the highest standards. Preserve excellent levels of internal and external customer service. Design exceptional menus, purchase goods and continuously make necessary improvements.

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Front Desk Receptionist cum Client Relations Officer

Harem, Inc.

Jun 2019 - Aug 2020 (1 year 3 months)

Monitor customer contact flows and real-time staffing versus customer appointments to ensure meeting service level agreements. Responsible for all operational updates daily within the front desk systems at "Strip," the Ministry of Waxing salon. Monitor schedule adherence, and escalates and tracks all operations issues, sends status updates to IT, and records incidents on the daily incident log. Coordinates the adjustment or cancellation of same-day activities such as meetings and training, recommends optimal times or offers alternatives, and manages end-of-day reports for submission.

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CCO - Team Leader

Changi Travel Services, Inc.

Nov 2016 - May 2018 (1 year 7 months)

Responsible for the day-to-day management of data, monitoring team members' performance, providing mentors, and providing coaching deemed necessary for best practices development and rollout. Manages back-office operations by answering queries on the social media platform, emails, web chat, and mobile messaging applications. Handles calls for SG and MY clients promptly regarding queries from corporate clients and travelers regarding attraction tickets and transfer service quotations, travel insurance, billing inquiries, device rentals, etc., and acts as the first point of escalation for the product.

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Inbound Sales Representative II

Teletech Philippines, Inc.

Sep 2012 - Nov 2014 (2 years 3 months)

Assess new and old service connections and performs product upselling and cross-selling of Telstra- an Australia Telecom, and Foxtel. Prepares and inspects telecom usage charges, identifies billing errors and inspects telecom usage charges, calculates due amounts, process adjustments, small balance writes off. Experienced in service allocation, scheduling, and delivery. Manages technicians for Foxtel, Telstra fixed lines, and new or existing internet connections. Coordinates technicians and ensures they are deployed within designated service level agreements.

Hotel Reservation Customer Care & Sales Specialist II

Serco Global Services

Feb 2011 - Jul 2012 (1 year 6 months)

Handles U.S. and international hotel reservations, servicing all Travel Agents/consumers to the highest standard. Receives and responds to inbound calls, process individual and group room reservations. Builds and maintains relationships with all trade and consumer customers. Meet targets set by the company and Team Leader.

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Sales Service Representative

CONVERGYS PHILIPPINES, INC.

Oct 2010 - Feb 2011 (5 months)

Obtains client information by answering calls, interviewing clients, and verifying information. o Informs clients by explaining procedures, answering questions, providing information. Maintains communication equipment by reporting problems and improves quality results by adhering to standards and guidelines, recommending improved procedures for U.S. Telecom. Action email requests and regarding products and reservations. Handle precise requests and special projects.

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Directory Assistance Operator

Kgb Philippines, Inc.

Mar 2008 - Jul 2008 (5 months)

Provides excellent customer service through placing collect calls requests and locating U.K. residential and business phone numbers. Answers a large volume of calls daily. Look up local or long-distance telephone numbers or scan the directory.

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Customer Service Representative

ePLDT Ventus

Oct 2007 - Jan 2008 (4 months)

Managing an e-commerce account catering to U.S. clients, handling a large volume of calls from customers, and assisting inquiries from tracking order status to processing order cancellations and refund requests. Identify and escalate priority issues. Provide exceptional contributions to customer service for all customers.

Front Cashier

Jollibee Foods Corporation

Apr 2004 - Oct 2004 (7 months)

Handles petty cash and payments, records customer orders, and issues receipts. Communicate with customers regarding orders, comments, and complaints. Assemble and arrange trays according to instructions and distribute food to servers. Notify shortages or special orders; clean and organize eating, service, and countertops.

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