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Team Manager October 16, 2019 to Present SC Reservations, Philippines Inc. (InterContinental Hotels Group) 27th-29thFlr RCBC Tower II Makati, Philippines Leading a team of Reservation Sales Specialists to meet company goals of generating revenue and excellent customer care while developing and managing each through performance coaching, skills development and motivation. Creates action plans for specialists’ developmental opportunities and recommends change in tools, training, processes, reporting, employee engagement to improve productivity Communicates information and updates from Corporate Global to agents and ensures efficient and effective application of new product promotions Takes ownership for resolving employee situations and acted as the employee advocate when dealing with HR or departmental processes Facilitator of customer resolution for escalations Conducts team quality calibration sessions to align processes as cascaded by CXO. Reports operational achievements and progress to the Operations Manager on a regular basis including statistical analysis and improvement action plans Works with other managers within the operations to ensure operational consistency Interviews potential new employees by working with the HR Recruitment Team. Training Specialist February 16, 2018 to October 15, 2019 SC Reservations, Philippines, Inc. (InterContinental Hotels Group) 27th-29thFlr RCBC Tower II Makati, Philippines Conducts New Hire Induction Training. Sales (NA Brands, Languages) Customer Care Rolls out modular training for new and upcoming processes for upskilling of existing employees. Develops training materials to improve employee understanding of current processes. Quality Analyst January 1, 2017, to February 16, 2018 SC Reservations, Philippines, Inc. (InterContinental Hotels Group) 27th-29thFlr RCBC Tower II Makati, Philippines 1200 Evaluate, monitor and flag phone contacts using critical performance standards by providing accurate, consistent and fair evaluations along with behavioral trends and feedback to the Team Operations Team. Identify and reports performance gaps that impact service delivery, customer satisfaction, revenue, costs, and operational efficiency while providing feedback and recommendations to drive continuous improvement of current processes. Lead and/or participates in call calibration sessions to ensure consistent and fair evaluations across CROs. Conduct ad-hoc studies/ prepare reports as needed by Management and accomplish required number of daily, weekly and monthly monitors in accordance with specified guidelines. Reservations Sales Specialist July 25, 2016 to December 31, 2016 SC Reservations, Philippines, Inc. (InterContinental Hotels Group) 27th-29thFlr RCBC Tower II Makati, Philippines 1200 Responsible for ensuring quality IHG call procedures of incoming calls by delivering individualized customer experience by selling hotel reservations and customer care from guests globally. Assisted callers and hotel guests get the best possible travel experience through thorough knowledge and sound advice of travel destinations worldwide. Highlights: Training Class Valedictorian Training Class Best in Quality Floor Assist Sr. Sales Specialist February 2016 to July 2016 Ingram Micro McKinley Hill, Taguig, Philippines Ensured proper account management of assigned B2B resellers to maintain active sales partnership with Ingram Micro. Conducted inbound and outbound sales to both existing and prospective businesses within assigned area of responsibility to increase revenue and sales. Processed purchases, logistics, quotes and other transactions of various products as requested by resellers through phone or emails. Promoted new existing promotions and programs by both Ingram Micro and manufacturers to encourage large and profitable purchases by business owners. Researched trends and purchasing habits of business accounts to introduce new product lines and expand categories for purchasing considerations. Analyzed sales quality and customer experiences and share findings and results with team members. Lead-Coach May 2015 to October 2015 Sutherland Global Services Bonifacio Global City, Taguig, Philippines Managed the coaching initiatives and processes of one of Sutherland's premiere accounts, Intuit, across two Philippine geo sites (Global City &Cam Sur) to ensure that both Account and Team Managers conduct successful implementation of strategies, integrated coaching concepts and employ methodology towards agent coaching sessions to maximize performance and drive company set goals. Provided high level reporting in the weekly Executive Leadership meetings with regards to the Master Coach initiatives: Key findings, progress, developments and introduction of new processes in the Philippine geo sites. Partnered with Account Managers and Team Leaders to create and maintain a Personal Coaching Plan focusing on behavior to achieve positive customer experience and exceed expectations for Net Promoter Scores, Quality, Sales and Tech Install compliance with resulting metrics. Conducted Baseline Reports through methodical processes such as situation analysis based on the business needs, trends and requests of the Sr. Directors to focus on specific behavior and skill sets of the Team Managers and consultants. Developed materials in relation to improving coaching efficiency and effectiveness. Collaborated with other departments such as the Talent Management Department, Training, Quality and Operations Team as necessary to ensure all new and existing coaching procedures are successfully incorporated within guidelines of the mandated coaching methodology and executed by all Team Leaders to allow effective coaching sessions. Conducted training sessions and implemented leadership and skills training for the Operations Team for developing key competencies. Master Coach June 18, 2011 to August 31, 2014 SC Reservations, Philippines, Inc. (InterContinental Hotels Group) Camp John Hay, Baguio City, Philippines Oversee global alignment of communication and processes and ensure Team Managers successful implementation of coaching strategies and integrated coaching concepts and employ methodology towards agent coaching sessions to maximize hotel revenue sales and drive company set goals. Supervised and collaborated with Team Managers to create and maintain a Personal Coaching Improvement Plan focusing on Quality and Sales Approach compliance with resulting metrics. Collaborated with the local training department together with the Global Business Process & Quality as necessary to ensure all new procedural and product-related information including quality and alignment are successfully incorporated within guidelines of the Positive Coach Approach and understood by all Team Managers to allow uniform communication for agents. Developed and implemented leadership and skills training for the Operations Team to maximize and enhance performance. Researched new and effective procedures to improve existing process collaborating with other Global counterparts. Cross-supported other departments as necessary. Support may include on-site training for Managers and administrative employees utilizing the Positive Coach Approach methodology, and act as a resource for process inquiries. Developed and maintained high potential specialists through the Operations Developmental Program (LEAD) for succession planning and Manager On-Boarding programs. Highlights: 2012 Employee of the Year – Band 7 (Management & Administrative Level) Relaunched LEAD Development Program for Management Trainees & High Potential Specialists Launched Quality Assurance Programs: Art of WAR (2014) Modular Concentration Program (2014) Team Manager Calibration Sessions (2013-2014) Team Manager Coaching Toolbox (2012) Team Manager In Development Training Program (2011) Group Training Certificate Training Program (2011) Rehire Training Program (2011-2014) Team Manager August 24, 2008 to June 18, 2011 SC Reservations, Philippines Inc. (InterContinental Hotels Group) Camp John Hay, Baguio City, Philippines Lead and motivated a team of reservation specialists to meet company goals through performance coaching, career and educational objective planning. Ensured high quality of customer service and reservations sales as set by company standards through monitoring of agent performance and compliance according to company policies and sales techniques. Created action items for specialists’ developmental opportunities and recommended changes in tools, training, processes, reporting, employee engagement to improve productivity Communicated information and updates from Corporate Global to agents and ensure efficient and effective application of new product promotions Took ownership for resolving employee situations and acted as the employee advocate when dealing with HR or departmental processes Facilitator of customer resolution for escalations Conducted team quality calibration sessions to align processes as cascaded by the Master Coach. Reported operational achievements and progress to the Operations Manager on a regular basis including statistical analysis and improvement action plans Worked with other managers within the operations to ensure operational consistency Interviewed potential new employees by working with the HR Recruitment Team. Reservations Sales Specialist July 30, 2007 to August 24, 2008 SC Reservations, Philippines, Inc. (InterContinental Hotels Group) Camp John Hay Baguio City, Philippines 2600 As Reservations Sales Agent: Responsible for ensuring revenue and quality calls by delivering positive individualized customer experience by selling hotel reservations to guests throughout the U.S. and Canada. Assisted callers and hotel guests get the best possible travel experience with thorough knowledge and expertise of IHG brands and travel destinations worldwide. Helped callers with their reservations, either by booking, canceling or modifying existing reservations. Assisted in conceptualizing programs for the various committees developed to improve team performance. Assisted Team Manager in evaluating agent calls to further improve quality service. Performed duties to help OJTs with system navigation & errors. As Training Specialist in Development: Learned in-depth knowledge of the training policies and guidelines to be able to assist the department and the Training Specialist with their responsibilities. Assisted the Training Specialist to conduct the scheduled training class and acted as coach & manager during OJT. Conducted product test calls for quality assurance in the operations floor. Reported to the Training Manager and updates or developments with regards to training. ** IHG Highlights: IHG Fallback Olympics 2008 – Gold Champion 2008 PHPRO Christmas Party Champion - Performance Training Specialist in Training – PHPRO’s 1st Batch Training Assist for Project Fallback & Quality Assurance Projects (test calls) Training Assistant for Batch 5; Training Specialist in Training for Batch 6 Team OIC for Team Manager in their absence Pioneer Batch of Reservations Sales Agents of PHPRO. Graduated training as the Top 2 Agent. Floor Assist – OJT Assist Lead Auditor May 1998 to November 2003 Comfort Suites 501 W. Bonita Avenue San Dimas, CA 91773 Responsible for auditing daily transaction figures which include all hotel charges, shift balances, postings, accounts receivable, direct billings, and other adjustments Trained new employees for auditors and front desk positions Made managerial decisions by resolving guest complaints and requests during the night shift. Settled and verified batch settlement of credit and debit charges through computerized procedures. Checked and updated the accuracy of in-house guest information and credit card authorizations Generated necessary financial reports and forecasting references to ensure maximum hotel occupancy. Prepared housekeeping and maintenance personnel assignments for the business day. Performed front office and marketing duties when necessary. Front Desk Agent May 1997 to May 1998 Comfort Suites 501 W. Bonita Avenue San Dimas, CA 91773 Performed front office duties such as: Hotel reservations, guest check-ins, and ensuring proper guest accommodations. Updated housekeeping and maintenance job orders. Operated multi-line switchboard for in-house and outside calls and accepted phone inquiries about hotel accommodation and made sales calls to major companies within the city area. Performed data entry and other computer work. Assisted management personnel. Cashiered hotel gift shop. Achievements: Team which received the 1997 Top Performer Customer Service Award from Choice Hotels International.

Saint Louis University Baguio City, Philippines Masters in Science in Business Administration – Units Saint Louis University Baguio City, Philippines B.S. Commerce, Major in Management – Graduate: April 2007 Academic Awards: St. Louis University, College of Accountancy & Commerce Dean’s Lister: 1st Semester 2006 -2007, 1st Semester 2005-2006, 2nd Semester 2005-2006, 1st Semester 2004-2005 Saint Louis University Baguio City, Philippines B.S. Computer Science – Undergraduate 1991-1993

Supervisory Leadership Development Training Management Quality Assurance/Analyst Hotel Sales Reservations

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Knowledgeable in Computer Applications such as: MS Office Windows Outlook Reservations Systems