Summary
Overview
Work History
Education
Skills
Timeline
Generic
Von Rhodenn Mallari

Von Rhodenn Mallari

Carmona, Cavite,Philippines

Summary

Seasoned Customer Experience Supervisor with deep understanding of maintaining strong customer relations and optimizing business operations. Possess strengths in team leadership, problem-solving, and implementing effective customer service strategies. Proven ability to improve customer satisfaction ratings and streamline processes for increased efficiency.

Overview

12
12
years of professional experience

Work History

Customer Experience Supervisor I (Turnover & Financial Resolution Specialist)

Global Estate Resorts, Inc.
Biñan, Philippines
06.2023 - 03.2026
  • Led end-to-end turnover operations, ensuring seamless, zero‑defect handovers for all homeowners
  • Assigned and coordinated turnover schedules to ensure smooth workflow and client readiness.
  • Conducted detailed property orientations, providing site‑specific guidance and community protocols
  • Guided clients through refund and cancellation requirements, streamlining documentation process and enhancing clarity.
  • Verified refund amounts against issued checks to maintain accuracy and compliance.
  • Coordinated with Treasury and Legal to ensure timely processing and release of refund checks and quitclaims.
  • Conducted ledger reconciliation with Billing to validate payments and ensure accurate refund computation.
  • Managed client escalations, providing clear explanations regarding fees, deductions, and refund calculations
  • Supervised customer service team to enhance client satisfaction.
  • Coordinated guest feedback initiatives to identify and implement improvements in customer experience.
  • Managed daily operations, ensuring efficient workflow and resource allocation.
  • Resolved complaints promptly, maintaining positive relationships with clients.
  • Implemented standard operating procedures to streamline customer interactions.
  • Monitored team performance, providing coaching and support for continuous improvement.
  • Participated in regular meetings with stakeholders to discuss progress towards goals.

Customer Service Specialist, Supervisor Level 1

Filinvest Alabang, Inc.
Alabang, Philippines
05.2022 - 11.2022
  • Handled customer complaints with empathy and professionalism.
  • Assisted customers with inquiries and resolved issues efficiently.
  • Collaborated with team members to streamline service delivery processes, enhancing overall customer experience.
  • Handled client inquiries, requests, and complaints through walk-in, telephone, email, and coordination with departments, personally assisting clients with transactions related to unit turnover of Filinvest projects.
  • Assisted clients and real estate professionals in resolving clearance of all files prior to closing.
  • Ensured a clear title, and secured lien payoffs, mortgages, real estate tax balances, and more.
  • Remained knowledgeable about real estate laws, guidelines and procedures.

Service Desk Representative

Filinvest Alabang, Inc.
Alabang, Philippines
05.2018 - 04.2022
  • Managed help desk operations to address customer complaints and technical needs.
  • Facilitated resolution of complaints and issues from internal and external customers via email, phone, and in-person interactions.
  • Educated customers on report nature, system/application usage, technical troubleshooting, and system registration processes.
  • Managed data gathering and organized reports to enable informed business decisions for management and stakeholders.
  • Created and submitted various reports for management review, ensuring accuracy and timeliness.
  • Devised new reports requested by stakeholders. Promoted report enhancements regularly.
  • Monitored sales systems/applications to ensure optimal functionality based on agreed service level agreements.
  • Upon the direction of the Sales Systems and MIS Supervisor, perform system and application testing (UAT) and submit corresponding reports.

Employee Relations Staff

DENSO TEN Philippines Corporation
Santa Rosa, Philippines
03.2018 - 04.2018
  • Applied problem-solving skills to address employee, customer, and managerial issues.
  • Communicate policies pertaining to Human Resources, compensation, and benefits.
  • Facilitated exit interviews to collect feedback on employee experiences.
  • Collected and analyzed employee data to issue company identification cards.
  • Utilized data to develop comprehensive employee profiles for HR records.
  • Maintained and organized employee files to ensure accurate record-keeping.
  • Followed regulatory standards to ensure compliance in HR practices.
  • Motivated and supported creative staff to enhance workflow and productivity.
  • Worked to support the senior creative staff with day-to-day tasks.

Guest Service Associate

Asian Hospital and Medical Center, Inc.
Muntinlupa, Philippines
03.2014 - 03.2018
  • Provided excellent customer service and achieved a high rate of client satisfaction and retention.
  • Delivered genuine, enthusiastic, and friendly interactions to guarantee guest satisfaction and create positive experiences.
  • Greeted clients and provided them with information and superior service.
  • Ensured adherence to service values to enhance customer experience and foster loyalty.
  • Dispatched calls, submitted room service requests, made wake-up calls, and served as main point of contact for all guest/patient needs to ensure timely and effective service.
  • Addressed patient inquiries and resolved concerns promptly and professionally.
  • Maintained a clean and welcoming reception area for all visitors.

Education

Bachelor of Science - Psychology

University of Perpetual Help System Laguna
Biñan
04-2013

Secondary School -

Holy Spirit School
Biñan
03-2009

Skills

  • Turnover control
  • Refund management
  • Turnover operations
  • Title and Contract Management
  • Documentation accuracy
  • Refund processing
  • Customer Service
  • Customer service optimization
  • Client relationship management
  • Compliance monitoring
  • Problem Solving
  • Conflict resolution
  • Feedback analysis
  • Coaching techniques
  • Leadership
  • Team management
  • Works under pressure
  • Communication

Timeline

Customer Experience Supervisor I (Turnover & Financial Resolution Specialist)

Global Estate Resorts, Inc.
06.2023 - 03.2026

Customer Service Specialist, Supervisor Level 1

Filinvest Alabang, Inc.
05.2022 - 11.2022

Service Desk Representative

Filinvest Alabang, Inc.
05.2018 - 04.2022

Employee Relations Staff

DENSO TEN Philippines Corporation
03.2018 - 04.2018

Guest Service Associate

Asian Hospital and Medical Center, Inc.
03.2014 - 03.2018

Bachelor of Science - Psychology

University of Perpetual Help System Laguna

Secondary School -

Holy Spirit School

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Von Rhodenn Mallari