Nena Fe Guizo

Results-oriented professional with over 14 years of combined experience across hospitality operations, customer service, sales & marketing, and administrative support. Holds a Bachelor's degree in Customs Administration with specialized knowledge in tariff and trade laws. Proven track record in leading teams, delivering exceptional guest/customer experiences, driving revenue through upselling, and managing end-to-end operational workflows.

Multilingual, tech-savvy, and certified scuba diver with deep industry expertise in both luxury resort and BPO environments.

Sales Representative - GetARoom.com / Alorica Call Center

(2021-10 - 2022-03)

• Promoted travel booking services and secured new client accounts
• Exceeded monthly sales targets through consultative selling and follow-up
• Resolved customer inquiries and concerns to maintain high satisfaction ratings
• Maintained accurate records of leads, interactions, and closed deals

Customer Service Representative - Awesome OS

(2021-02 - 2021-12)

• Managed inbound and outbound inquiries across email, chat, and voice channels
• Resolved complex account and service issues while adhering to SLAs
• Contributed to process improvements that reduced average resolution time

Customer Service Representative - Amazon Retail Account - IQOR

(2020-09 - 2021-01)

• Assisted customers with order tracking, returns, and product information
• Ensured compliance with Amazon's service standards and brand guidelines
• Maintained 95%+ positive customer feedback rating

Customer Service Representative - Superbuy China Account - Siblings Solutions

(2019-07 - 2019-12)

• Supported international clients with purchasing and logistics queries
• Coordinated with cross-border teams to resolve shipping and customs concerns
• Provided clear guidance on import regulations and documentation

Food & Beverage Supervisor - Seaview Resort and Spa - Ko Chang, Trat, Thailand

(2018-04 - 2019-05)

• Led and trained 10+ F&B staff on service standards, safety protocols, and product knowledge
• Oversaw daily restaurant operations, inventory checks, and workflow coordination
• Drove revenue by actively promoting seasonal offers, events, and premium menu items
• Addressed guest feedback immediately to ensure high satisfaction and repeat visits

Restaurant Waitress - The Chill Resort & Spa - Ko Chang, Trat, Thailand

(2017-01 - 2018-04)

• Accurately took and served food/beverage orders while accommodating special requests
• Upsold beverages, desserts, and set menus to increase average check size
• Maintained cleanliness and presentation standards across dining areas

Guest Relations Officer - The Dewa Koh Chang Resort - Ko Chang, Trat, Thailand

(2013-02 - 2014-07)

• Conducted pre-arrival room inspections and coordinated smooth check-in processes
• Provided guests with detailed information on facilities, local attractions, and special events
• Promoted room upgrades, daily excursions, and resort packages to boost revenue
• Followed up on guest requests and resolved concerns to ensure a memorable stay

Front Office Receptionist - Tranquility Bay Residences

(2015-02 - 2016-02)

• Managed check-in/check-out procedures, reservation modifications, and billing
• Answered inquiries and directed guests to appropriate facilities/services
• Collaborated with housekeeping and maintenance teams to resolve issues promptly

Marketing Officer - The Dive Adventure Co. Ltd. - Ko Chang, Trat, Thailand

(2011-01 - 2013-01)

• Developed and executed marketing strategies for scuba diving courses and snorkeling trips
• Conducted sales presentations and converted inquiries into confirmed bookings
• Managed inventory of diving equipment and assisted with basic accounting tasks
• Licensed Scuba Diver – supported safety briefings and trip coordination

Front Desk Receptionist - Koh Chang Kacha Resort & Spa - Ko Chang, Trat, Thailand

(2009-10 - 2010-10)

• Handled full front desk operations including reservations, check-in/out, and payment processing
• Served as Night Auditor: reconciled daily charges from rooms, spa, F&B outlets, and other facilities
• Verified accuracy of promotions, upgrades, and billing adjustments
• Upsold resort services and local tours to enhance guest experience

Part-Time Waitress / Bartender - The Jungle Queen Bar & One Night Club - Ko Chang, Trat, Thailand

(2012-10 - 2013-01)

• Served drinks and food in a fast-paced nightlife environment
• Managed cash handling and maintained bar inventory
• Built rapport with regular guests to drive repeat business

Bachelor of Science - Customs Administration - DMMA College of Southern Philippines (2004 - 2008)