Hi, I’m
Ailene Mae Dolar
Operations Team Lead- Quality Analyst- Key Account Manager- Hotel & Operations Specialist- Customer Service & Sales Specialist
Bangkok,Bangkapi
Summary
Experienced Operations Team Lead with a proven track record of driving success for subordinates. Skilled in project knowledge and management, conflict resolution within Case Management Team and Quality Assurance. Extensive expertise in Customer Service and Sales, deep understanding of the Hotel and Flight industry, B2B chain services. Demonstrated proficiency in Client Acquisition and Customer Retention, handling billing/payment and collections disputes. Adept at cold calling to close deals/sales with clients, both inbound and outbound. Excellent communication skills, particularly in English Accounts. Well-versed in CRM Tools/Lead Generation and Email Marketing. Knowledgeable in Social Media and Content Moderation.
Overview
9
years of professional experience
Work History
Accenture Thailand
Operations/Quality Analyst (Platform Experience)
05.2022 - Current
Job overview
- Operations Team Lead/ Quality Analyst as a key responsibility ensuring SLAs and quality score are met aligning with daily management of client deliverables
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
GoGo Print
Key Account Manager
07.2021 - 05.2022
Job overview
- Enhanced B2B and B2C relations by supporting sales activities for Singapore Team.
- Facilitated communication among cross-functional teams, including customer service, supply chain and production, graphics and artwork.
- Conducted regular account reviews with clients to assess performance, identify areas for improvement, and strategize future growth opportunities.
- Analyzed sales and customer data to identify trends and opportunities for increased profitability.
One White House
Business Coordinator
10.2021 - 02.2022
Job overview
- Prospecting and generating qualified Leads, schedule meeting, demonstration of product to closed deals and move forward to KAM
- Facilitated communication with clients and team members to improve business strategy and operation.
Agoda Service Corporation
Flights & Hotel Operations Senior Specialist
03.2017 - 05.2020
Job overview
- Excelled as a Customer Senior Specialist on the pioneering Agoda Flights Team.
- Assisted Case Management Team in addressing customer complaints and complex booking cases effectively.
- Served as SME for Hacker Fare knowledge across flight operations.
- Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
Convergys Philippines/ IBM
Customer Care Specialist
03.2016 - 09.2016
Job overview
- Ensured consistent retention of membership details. Facilitated general concerns, safety, and emergency services for landline department.
- Oversaw dispute resolution, billing accuracy and prevention of fraudulent transactions.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Polytechnic University of The PhilippinesManila, PH
Bachelor Of Arts from Psychology
Skills
Software development knowledge
Websites And Social Links - Linkedin
https://www.linkedin.com/in/ailenedolar-a756531aa/
Timeline
Operations/Quality Analyst (Platform Experience)
Accenture Thailand
05.2022 - Current
Business Coordinator
One White House
10.2021 - 02.2022
Key Account Manager
GoGo Print
07.2021 - 05.2022
Flights & Hotel Operations Senior Specialist
Agoda Service Corporation
03.2017 - 05.2020
Customer Care Specialist
Convergys Philippines/ IBM
03.2016 - 09.2016
Polytechnic University of The Philippines
Bachelor Of Arts from Psychology
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