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Customer Service Sales

Dubai, Emirate of Dubai, United Arab Emirates
May 17, 2020

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Olga Villaflor Endona

+971-**-*******/ +971-**-*******

Dubai Airports Aviation, Customer Service Professional Objective

Extremely motivated Administrator and Customer Service with over 6 years of experience, dedicated to the business, aims to achieve a sound position in a progressive organization and devoted to express the proficiency with extensive knowledge, leadership skills and varied abilities towards the growth of the Organization while achieving personal goals. Employment History:


Customer Service Professional cum Administrator, October 2019 – April 2020 Duties

o Resolved common and complex passenger issues by determining their needs and immediately offering favorable solutions. (missed flight, offloaded, not fit to travel, excess baggage)

o Prompt and concise communication with passengers, support teams, vendor and Senior Management.

o Assist passengers with self-service check-in kiosk and connection desk. o Direct passengers through Customs, Tax free planet, Immigration, Lounges, Lost and Found etc.

o Accommodating passengers with connections, rebooking and baggage reclaim information.

o Inform passengers regarding delayed, cancelled flights, refreshments as per the Airline.

o Experienced in using Airport Community application and Nxus System o Assisting special needs of passengers; e.g. passengers asking for their Departure gates, medical issues by liaising with Airport Operation Control Center (AOCC) & Dubai Ambulance, wheelchair assistance with DNATA special handling, luggage transfer in MARHABA.

o Maintaining liaison with Airlines, Stakeholders, and ground handlers. o Second-in-Command to Group Leader in the designated location. o Monitoring passengers Departure and Arrival load for the day by checking email and printing to distribute in the teams location.

o Making reports in Concourse airside at the end of the day i.e. passenger issues, medical issues, total number of deportee, hand over and highlighted issues, encountered challenges and sent to Terminal Duty Manager and Terminal Duty Officers.


Operations Administrator, February 2017 - March 2019 Proactive and integral focal point with regards to administrative functions of Business Continuity Management (BCM) and Security. Involved in product testing, management and development of new business policies and procedures. Accomplishes day-to-day operations assigned for both Departments and ensures they comply with established processes and procedures. Provide internal review advisory services to business units’ Senior Management and Executive Administrators on BCM related matters. Organize the Security administration activities to ensure all work is carried out in a timely and efficient manner.

Personal Info


Jumeirah Beach Residence

SHAMS 2, 1601

Dubai, United Arab Emirates




November 25, 1987

Manila – Philippines




English and Tagalog




Roman Catholic


Workout, Individual and Team

Sports, Social hobbies, Reading

Affiliations and Training

SAP system training

Dubai Airport Customer Service


Airport Community & NXUS

FACT 24 Notification System

Induction to ERM Analysis and

Metric System

SafeCash System

Business Continuity Planning

Safety Induction

Emergency Mass Notification


Document Management System

Lobby works system

Skywalker system

Fire Prevention & Fire fighting

Fire fighter’s survival

Windows XP, Microsoft word

Power point 2010 Basic

Microsoft Excel 2010 Basic

Personal Skills

Adaptable to work in agile


Enthusiastic with a positive


Loyal and dedicated assistant

with an excellent work record

Highly organized, dedicated and

committed to professionalism

Knowledge -hungry learner


o Serve as a SAP champion in the department. Creates Service Entry sheet, Purchase Requisition and liaise with Finance and Contracts department for request and invoice payments

o Create Purchase Orders for the Department, including Catering provision, Stationery supplies, Plant uniforms, Equipment, etc. o In charge of raising PAF and PRF for recruitment, promotion and resigned employees and follow up Business Partners and IT department for the request. o Coordinates with insurance broker for insurance cards of Senior Management level and employees within the department.

o Record minutes of meeting for the department on a weekly basis. o Arrange daily meetings for Senior Management including conference bridges. o Arrange VIP admin and plant passes for Top management and Executive visitors. o Proofreads / re-formats drafts of documents created by executive for spelling, grammar and clarity of communication.

o Responsible for uploading Security Policies, Forms and Procedures onto SAP Document Management System.

o Responds to inquiries and referring to appropriate individuals within the company for timely responses.

o Organizing BCM Awareness session to all business area units by coordinating with Area Representative /Coordinators. Ensuring all Business Continuity Team members know their responsibilities and maintain their familiarity with the relevant provisions of the Business plan.

o Act as Senior Supervisor during the latter’s leave and sickness periods o In charge of Emergency Notification Training to all Security Control Room operators. Providing guidelines in activating Emergency Mass Notification during drills or real emergencies.

o Updating Crisis Management, Emergency Management and Emergency Response Team Call Out list (Fire, Medical, Safety and Security Team), and activates Emergency Mass Notification System alarm every week. o Schedules monthly drills and table top exercises by liaising with executives or high level individuals in the organization.

o Documenting the results of all tests and exercises, identifying any recommended enhancements to the Business Continuity Management department. o Provides wide range of administrative support services to top management. o Generates after action report for drill findings o Drill observer. Responsible to capture Emergency Response Support Team execution and corrective action.

o Maintain all the administration of Business Continuity Management and Security. o Coordinating routine updates, electronic access and hard copy distribution of the Business Continuity plans and procedures.

o Following up and communicates to all Business area regarding Business Impact Analysis, Business Continuity Strategy and Business Continuity Plan. Key Competencies

o Oral and written communication skills

o Trustworthiness and strong work ethics

o Result oriented

o Comfortable to deal with individuals at all levels through the company o Business Continuity Plan development

o Effective at quickly assessing situations and deriving ideas & solutions o Administrative procedures

o Confident approach to management issues


Top Seller Property Consultant of

the year 2013

Top Seller Property Consultant

for Second and Third Quarter of the

Year 2013

Top Seller Property Consultant

for the month of November 2013

(DATA LAND INC. Silk Residence)

Senior Property Specialist for the

month of August 2012

(SMDC, Sun Residence)

Ice breaker Award


Top Seller Sales Consultant for

the Third Quarter

Top Seller for the month of

December 2010



Technical Education BS Nursing,

Metropolitan College of Nursing,

Manila, Philippines



Francisco School, Baesa Quezon City

Manila, Philippines

(2000 -2004)


Francisco School, Baesa Quezon City

Manila, Philippines

(1993 -2000)


Marwan Al Falasi

Associate Manager – BCM &


(055 – 3233331)

Tushara Suresh

Sr. Supervisor - BCM

(055 – 8841281)

Abdulla Aljanaahi

Sr. Supervisor - BCM

(050 - 2236533)

Ibrahim Abdullah

Supervisor – Fire

(050 - 2236533)

G4S Cash Solutions (MUSAFFAH, ABU DHABI)

Administrative Assistant cum Cash Teller, April 2014 – Jan 2017 Providing excellent customer service. Ensuring the correct and timely report issuance particularly standard files in relation to the productivity and quality targets of Operation department. Handling customer transactions, balancing currencies, coins and checking-in cash drawers. Promoted to be an assistant of the Operations Manager, involved in daily activities and qualified to make suggestions for betterment of the operations.


o Handles bank accounts i.e. Mashreq using Safe Cash System, HSBC, ADNOC, ADIB, ENBD, BNP, MBME and UNB.

o Entering customer account information – text based and numerical from source documents into computerized database within time limits. o In charge of entering DIB CDM, DIB cards and generates the report. o Achieved an excellent drawer balancing record of zero shortages. o Selected as lead teller, entering invoices and responsible for implementing timeline within the team in balancing the cash by the end of the day. o Maintained confidentiality of bank records.

o Creates daily and monthly bank reports and submit to the Operations manager o Trained 4 tellers and brought them up to speed with G4S policies and their responsibilities as employees.

o Responsible for entering Cash in Transit Security guards’ attendance and print ID’s for new employees.

o Maintain contact with customers regarding cash and checking services. Key Competencies

o Functional knowledge of performing specialized task such as encoding and counting cash at the same time and remain organized. o Microsoft suite proficient

o Analytical and Outstanding typing skills

o Aptitude in account coding

o Collections proficiency


Senior Property Specialist, January 2013 – February 2014 Promotes sales of properties through advertisements, open houses and participation in multiple listing services. Interviews clients to determine what kind of properties they are seeking and investigate their financial credit status. SM Development Land INC. (MANILA, PHILIPPINES)

Senior Property Specialist, June 2012 – December 2012 Convincing prospective clients to invest, arranging, and advertising to promote the property. Making appointment and showing buyer around; Finding buyers and prospective clients in a position to proceed with the purchase and willing to pay an acceptable price.


Property Consultant, August 2010 – February 2011 Promotes sales of properties through advertisements, open houses and participation in multiple listing services. Conduct market research to identify the properties that have high demands and advertise the investor accordingly. PENSHOPPE (TRNOMA BRANCH, MANILA)

Sales Associate, November 2008 – December 2009

Worked within established guidelines with brands. Performs cash processing and card payments. Assists shoppers locate the product they desire. Duties

o Ensure high levels of customer satisfaction through excellent sales service o Build productive trust relationships with customers o Suggest ways to improve sales (e.g. planning marketing activities, changing the store’s design)

Sales Associate Skills

o Basic understanding of sales principles and customer service practices o Familiarity with inventory procedures

o Track record of over-achieving sales quota

o Solid communication and interpersonal skills


Sales Consultant, June 2007 – August 2008

Oversee all aspects of seller transaction from initial contacts to executive purchase agreement. Coordinate all public open houses; Submit all necessary documentation and information to client database and transaction management system. DUNKIN DONUTS – EASTWAY BAKERIES INC. (MANILA, PHILIPPINES)

CASHIER, June 2006 – December 2006

Performs cash processing and card payments. Issues receipts, refunds, credits or change due to customer’s request. Assist in preparing and serving food as needed. Organized, stocked and rotated merchandise. Provide customers with information on daily specials, promos and discount deals.

I hereby declare that all the above mentioned statements are true and correct.


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