Customer Service Manager
Resume:
Perla R. Domingo
*** ***** **** ***.*** • Alexandria, VA 22305 • 703-***-**** • abnguk@r.postjobfree.com
PROFESSIONAL PROFILE
Goal-driven professional with 19 years of significant, progressive
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travel/hospitality/customer service and administrative expertise.
Capable of delivering superior, personalized client service, cultivate strong business
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relationships, make real-time decisions, and resolve issues in a way that propels innovation
and growth.
Energetic, competitive achiever who can inspire and motivate team members, successfully
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manage multiple priorities, and perform under pressure in a fast-paced, rapidly changing
environment.
Visionary and global thinker with in-depth knowledge of international travel policies,
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vendor relationship and administrative/financial management.
Computer-proficient performer with expertise in MS Windows 95, 98, NT, 2000 Pro, XP,
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MS Office (Word, Excel, Access, Outlook, PowerPoint), MS Internet Explorer, Adobe
Acrobat and website designing.
Expertise in Sabre and Worldspan airline reservation system.
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Knowledge of E-Rooms, Raisers Edge, and Viatour databases.
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Knowledge of Gov. Trip E-Travel and Defense Travel System databases
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Strong international experience and had the privileged to reside in major cities of Middle
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East, Europe, Africa, Asia, Australia and North America
HIGHLIGHTS OF PROFESSIONAL EXPERIENCE AND ACCOMPLISHMENTS
2009
BCF Solutions, Inc
Arlington, Virginia
Corporate Travel Consultant
• Booked travel arrangements (air, car and hotel accommodation) using Sabre reservation
system for a government contractor that deploys linguist to different parts of the Middle
East.
• Responsible for providing information on customs regulations, required travel
documentations such as visa regulations, travel insurance, vaccination requirements etc,etc
• Monitored clients travel arrangements and expenses in adherence with Federal Travel
Regulations, TSA requirements and per diem allowances.
• Maintained excel spreadsheet containing passenger information, travel details and
accounting data
• Handled visa requirements and passport application.
2007-2009
American Civil Liberties Union
Washington, DC
Assistant to the Deputy Director
• Maintained calendars and coordinated logistics for Deputy Directors’ meetings and special
events (Order refreshments, prepare agendas, meeting materials, send out notices and
attend meetings to record minutes.).
• Maintained databases and file systems for the Deputy Director.
Updated and maintained Deputy Director’s electronic and hard copy contact information
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on a regular basis.
Independently responded to routine/general correspondence on behalf of Deputy Director
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when necessary.
Booked travel arrangement (air, car, hotel and shuttle accommodations) for all staff, guests
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and members using AXIOM (American Express online travel)
Analyzed billing statement provided by American Express Travel
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Booked conference room for special events and training. . Responsibilities include
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overseeing the budget, reviewing the contract and arranged payments as necessary.
Produced and edited correspondence, memorandum, meeting agenda and internal reports.
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Answered and screened all telephone calls for the Deputy Director. Determined when calls
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can be forwarded to another management team member and/or provided assistance when
necessary. Listened and documented voice mail messages. Prepared follow-up information
and return calls on behalf of Deputy Director. Maintained a telephone/voice mail log and
action taken.
Screened requests for ACLU Washington Legislative Office speakers at events.
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Maintained membership database for invitation purposes.
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Researched information on legislation and executive branch action for use in
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presentations.
Completed and reconciled Deputy Director’s monthly timesheets, quarterly expense report
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and credit card statement
Processed purchase orders and check/reimbursement/travel request forms.
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2005-2006
Carlson Wagonlit Travel
Virginia Beach,VA
Corporate and Leisure Travel Consultant
• Advised the public and business on their corporate and holiday travels by providing
information on airline fares, accommodation and place of interest
• Booked corporate groups, escort land tours and cruises
• Coordinated with airlines, cruise ships, hotels and transportation vendors
• Prepared itineraries for corporate, leisure and commercial travelers
• Issued tickets (using WORLDSPAN GDS system)
• Re-issued tickets for exchange /refund and collect payments.
• Advised and assisted travelers with their visas, passports, immunizations, insurance and
other travel related documents
• Organized and booked conferences
2004-2005
Travel Outlet of Virginia, Inc.
Virginia Beach, VA
Travel Logistics Coordinator (Operation Smile) And Asian Specialist Corporate Travel
Consultant
• Monitored and confirmed reservations for existing medical volunteers, potential donors
and staff of “Operation Smile”.
• Booked airline tickets (using WORLDSPAN GDS system), hotel rooms, ground
transportation and maintained vendor relationship (international and domestic)
• Act as program representative and communications link to donors’ families and business
concerns.
Produced pre-departure and post-trip information packets (itineraries, travel tips,
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background information, contact lists, etc);
Monitored programmatic budget and consolidate AMEX statements related to travel.
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Maintain Via Tour Software (Travel Database)
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Creates and maintain E-Rooms (Documents Online Database)
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Link data’s to RZE (Raiser’s Edge Software) and other internal databases as appropriate
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Booked consolidator fares to Asia
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1990-2003
Gulf Air
State of Bahrain, Arabian Gulf
International Flight Manager
• Supervised the airline cabin crew.
• In-charged of cabin service, customer service, and ensuring passenger safety onboard.
• Briefed airline safety, flight information, company rules and regulations with cabin crew.
• Acted as liaison between the Captain, crew and passengers.
• Performed safety checks and reported any discrepancies to the Captain.
• Generated comprehensive reports regarding safety related incidents, passenger
complaints/suggestions, catering and ground handling.
• Used management skills to complete necessary paperwork’s, which included health
declarations, immigration documents and custom regulations.
• Monitored in-flight service according to airline standards.
• Wrote performance appraisal reports for each cabin crew for promotion review
• Assisted in interviewing, recruiting and hiring multi-national flight attendants worldwide
as assigned by the Manager of Cabin Crew Services and Human Resources Manager.
• Assisted in counseling, accessing health and welfare needs, solved personnel conflicts and
conducted other human resource duties as needed
EDUCATIONAL BACKGROUND
B.A., Behavioral Science, 1987
University Of Santo Tomas
Manila Philippines
(Accredited with an equivalent degree in B.A Industrial Psychology, California USA, 2002)
CERTIFICATIONS AND SEMINARS
1.Sabre GDS Training
2.First./Business Class and United States Air Consolidators Association Specialist
3.Europe Specialists (Germany, Austria, Scotland, Great Britain, Portugal, Czech Republic, Poland,
Hungary, Bavaria, Slovakia, Ireland)
4.Australia Specialists
5.Asian Specialist (Malaysia, India, Japan, Taiwan, Thailand, China and Korea)
6.South America Specialist (Ecuador, Peru, Brazil and Argentina)
7.Central America Specialist (Panama, Dominican Republic, Costa Rica and Guatemala)
8.Africa Specialist (Egypt, Kenya, South Africa and Tanzania)
9.Israel Specialists
10.First./Business Class and United States Air Consolidators Association Specialist
11.Holland and Carnival Cruise Sales Specialist
12.Caribbean Specialist (Bahamas, Bermuda, Trinidad and Tobago)
13.Destination Wedding and Sandal Beaches Specialist
14.USA Destination Specialist (Alaska, Las Vegas, Disney and Universal Parks/Resorts)
15.Airline Cabin Crew and First Aid Training
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