Customer Service Manager

JOHN PAUL MARLO BAUTISTA

Bin Ali Building, A Ain, United Arab Emirates

Mobile No: +971*********

E-mail Address: *********************@*****.***

PERSONAL INFORMATION:

NAME: JOHN PAUL MARLO BAUTISTA

BIRTHDATE: DECEMBER 05, 1987

NATIONALITY: FILIPINO

AGE: 30

GENDER: MALE

CIVIL STATUS: MARRIED

HEIGHT: 5'6'

WEIGHT: 68 KGS.

BUILT: MODERATE

VISION: 20/20

DEGREE: BS NURSING GRADUATE

OBJECTIVE

To seek for a position in your company that will make use of my excellent

communication skills and self-directed prioritization.

PROFILE

. Relates well to people from variety of cultures and socio-economic

conditions

. Strong analytical skills easily assess conditions and implements

appropriate interventions

. Possess special sensitivity to meeting diverse needs in various

situations

. Proven record of liability and responsibility

. Resourceful in completing projects; ability to multi-task effectively.

. Dedicated individual; reputation for consistently going beyond what is

required

EDUCATION

2004-2008 Lyceum of the Philippines, Batangas

Bachelors of Science in Nursing

College diploma 2008

2000-2004 The Mabini Academy

TM Kalaw Street, Balintawak Lipa City

High school diploma, 2004

1994-2000 Lipa City South Central School

Granja, Lipa City

Elementary Diploma, 2000

WORKING EXPERINCE

1. Macroasia Airport Services

NAIA T1 & T3, Pasay City

ANA and Thai Airways

December 2010-December 2016

Passenger Service Lead Agent

JOB SUMMARY

1. Check-in Agent

Check-in passenger and their baggage according to their

respective flights.

2. Front Counter / Lobby Agent

Prepare materials needed (Baggage name tags, Immigration Cards)

Direct the passengers to their respective designated check-in

counters

Inform passengers of their free baggage allowance

Advise passenger to prepare their travel documents

Entertain inquires from passengers and furnish relevant

information

Segregate those who require special handling and facilitate

their check-in

3. CIQ (Custom, Immigration and Quarantine)

Ensure that the departing passenger checks or clears with

immigration

After the check-in counters are closed, assist and accompany the

last passengers who check-in up to the boarding gate.

Locate missing passengers

Assist passengers who are left behind

4. Pre-Departure / Boarding Gate

Stand by at the boarding gate and wait until boarding commence

Secure the boarding pass if it's with the right owner by

matching the boarding pass and passport of the passenger before

entering the boarding gate area.

Prints the aircraft documents and passenger manifest

Make boarding announcement

Request the passenger to fall in line during boarding.

5. Arrival Agent

Prepares for the arrival of the flight by getting all the

details

Greet deplaning passengers and shows them the direction to the

Immigration counter and baggage carrousel

Looks out and attends to the needs of the passenger requiring

special assistance (Wheelchair, Passenger with infant, Young

Passenger, Elderly, Deportee)

Give the proper documents such as General Declaration and

Passenger Manifest to Custom, Immigration and Quarantine

Officer.

6. Transfer Counter / Transfer Desk

Assist the passenger with connecting flight by giving the proper

instruction and details for their next flight.

7. Lost and found / Baggage Services

Prepares for the arrival of the flight by getting all the

necessary details of the passenger, who will have problem

regarding claiming of their baggage and make a report about

their unclaimed baggage

8. Check in counter Controller

Conduct flight briefing to all staff. Monitor and supervise the

check-in process and passenger acceptance. Upgrade, downgrade,

offload passenger if necessary for the flight. Block and release

seats for the flight. Monitor baggage loading and baggage count.

Finalize the flight after the flight had departed.

9. Boarding Gate Controller

Monitor and supervise the boarding process of the flight. Record

timings and prepare Flight Activity Report. Conduct post flight

briefing. Responsible for the whole activities at the boarding

gate.

TRAININGS ATTENDED

BASIC PASSENGER HANDLING COURSE

MASC TRAINING ROOM

NOVEMBER 15-30, 2010

(With refresher course)

CUSTOMER RELATION WORKSHOP

MASC TRAINING ROOM

DECEMBER 01-02, 2010

BASIC DANGEROUS GOODS AWARENESS CAT 9

AFPI

JANUARY 13, 2011

(With refresher course every 2 years)

US ENTRY & TRAVEL DOCUMENTS: FACIAL RECOGNITON & IMPOSTER DETECTION

JANUARY 20, 2011

ANA CUSTOMER SERVICE

JANUARY 2011

ANA FRONTLINE DCS TRAINING

JANUARY 17-20, 2011

ROYAL THAI DCS COURSE

FEB 20-22, 2011

THAI AIRWAYS TRAVEL DOCS FAMILIARIZATION TRAINING

MARCH 01, 2011

PHILIPPINE AIRLINE DCS TRAINING

SEPTEMBER 19-23, 2011

CANADA, ASIA, MIDDLE EAST TRAVEL DCS TRAINING

MAY 18, 2012

REFERENCES

1. Ms. Pamela S. David

MacroAsia Airport Service Corp., Passenger Service Manager

Mobile Number: +639*********

2. Jovy Abuan

MacroAsia Airport Service Corp., Duty Manager

Mobile Number: +639*********

3. Ms. Ann Ray Saldana

MacroAsia Airport Services Corp., Marketing Manger

Mobile Number: +639*********

4. Ms. Ma. Esperanza Fajardo

Supervisor, All Nippon Airways, Manila

Mobile Number: +639*********

Contact this candidate