Jolisa Arpilleda

Hospitality and customer service professional with experience in luxury resort front office operations, cruise ship guest services, restaurant hosting, and BPO customer support. Skilled in guest relations, reservations coordination, communication handling, cashiering, and administrative support in fast-paced environments. Currently transitioning into remote work as a Hospitality Virtual Assistant specializing in guest support, customer service, and travel-related assistance.

Telephone Operator & Restaurant Host at Princess Cruises (2022-01 – Present)

• Handled guest calls for room service requests and inquiries
• Coordinated with kitchen and service teams for timely delivery
• Assisted international guests with professional customer service
• Promoted to Restaurant Host, managing guest seating and flow
• Delivered high-standard hospitality service in a fast-paced environment

Customer Service Representative/Quality Assurance Analyst at IBEX Global Solutions Inc. (Amazon & ModivCare- BPO) (2020-01 – 2022-12)

Started as a Customer Service Representative supporting Amazon retail customers through phone, chat, and email channels. Promoted to Quality Assurance Analyst, responsible for monitoring customer interactions and ensuring compliance with quality standards. Selected as one of the pioneering Quality Assurance Analysts for the launch of the ModivCare account.

Completed specialized training and handled live customer interactions to gain operational knowledge before transitioning into quality assurance responsibilities.

• Assisted members in scheduling non-emergency medical transportation to healthcare appointments, clinics, hospitals, and treatment facilities
• Verified member eligibility and transportation benefits based on insurance coverage and plan guidelines
• Coordinated transportation arrangements while ensuring accurate documentation and adherence to company procedures
• Evaluated customer service interactions, identified areas for improvement, and provided feedback to support operational excellence
• Collaborated with operations and training teams to maintain quality standards and improve customer experience

Front Office Associate at Henann Resort Alona Beach (2019-01 – 2020-12)

• Assisted guests with check-in and check-out processes
• Handled reservations, inquiries, and cashiering duties
• Provided front desk customer service in a 5-star hospitality setting
• Supported daily hotel operations and guest satisfaction

Bachelor in Hotel & Restaurant Service Technology – Bohol Island State University (2015-01 – 2019-12)