Service Customer

MARIA VICTORIA G. ATIENZA

Al Rigga, Deira, Dubai, United Arab Emirates

Email: *********@*****.***

Mobile: +971**-******* / +971**-*******

Objective

To be a part of a dynamic institution that will enhance my personal growth and that will enable me to become an instrument of progress for other people’s advancement as well. To obtain a challenging position where my extensive experience will be further developed and utilized. To contribute to an organization’s success through the use of my skills, talent and service rendered to them. Be trained and boost my potentials to become a player for its advancement under the guidance of its mission and vision in the attainment of the company’s objectives.

Summary of Qualifications

• A result and detail oriented professional with comprehensive experienced in both Administrative and Management Support, and Customer Service.

• Has an ability to work in a fast-paced environment that demands strong organizational and interpersonal skills.

• Detailed oriented and able to multi-task effectively. Trustworthy, hardworking and always looks for new challenges.

• With excellent communication and public relation skills

• Dedicated, self-motivated and a fast learner, flexible

• Achiever and goal oriented

• People and service oriented

• Has superior analytical and decision-making skills in a pressured environment

• Proficient in Windows Applications; Internet Explorer; Microsoft Office; Corel; Photoshop; Easy Mars

(reservation and ticketing) system; Cris (Customer Records and Information System), ACTS (Avient Crew Tracking System), IOB, Roster Change Request (RCR), Crew Data System (CDS) Professional Experience

Crew Scheduling Officer

Emirates Airline

P.O. Box 686, Dubai, UAE

January2018 – Present

Responsibilities:

• Constant communication with Crew Superintendent to ensure that all parties know the implication of operational decisions. Analyzing options and choosing the right recovery according to the current situation is compulsory. Feedback and recommendations during the irregular operations is essential.

• Managing resource sometimes requiring Cabin Crew operating higher/lower grade, sending General Declaration Messages, Handling of Departure List to ensure proper crew compliments are achieved, action ACTS alerts appropriately, ensuring proper administration of APP/API for various countries to achieve a 99.9% success rate.

• Responsible to assign Flight and Cabin Crew from SBY duties ensuring all crew comply with DGCA and GCAA legalities and company requirements. This includes correct assignment Language speakers, male/female ratios and other requirements as specified by Service Delivery and Flight operations. This will include producing various reports on Variable Crew Manning indicating the reduction of Cabin Crew compliments accordingly.

• Fully assist Crew Control Superintendent in Managing Published Flight Deck and Cabin crew rosters and manage all training activities associated with Flight Crew training to ensure that training plans are not delayed. Essentially but not exclusively on a 48hr basis and make short plans to obtain optimum utilization of manpower with DGCA and Company Policies as well as Recovery of published training plans to minimize delays and associated costs.

• Liaise with both Fleet Management and Service Delivery Management & Training Admin to ensure an uninterrupted operational environment with minimal disruption to the operation.

• Handling of Crew Sickness, either from EVITA, AMU, personal calls or information from the Emirates clinic. Advise Flight crew of flight, SBY and other duty changes.

• Advice Duty Crew Control Superintendent any unusual situation that may arise especially in regard to reconciling equipment type changes to a layover station and ensuring correct qualified Flight and Cabin Crew are in place to operate.

• Display full and intimate knowledge of GCAA mandatory legalities and use this knowledge to the maximum benefit of the Company. Often will be expected, at times under pressure, to produce solutions to many crewing scenarios correctly and error free.

• Monitor and manage crew qualifications, medicals and pilot recency in ACTS/TMS, to ensure that they are accurately reflected. Where errors on anomalies are found, liaison with Crew Logistics is required to make necessary corrections.

Pre-Ops Logistics Coordinator

Emirates Airline

P.O. Box 686, Dubai, UAE

April 2016 – January 2018

Responsibilities:

• To provide ticketing and booking reservations which are required and requested by Pre-Ops Freighters and Logistics, Pre-Ops Cabin and Pilots team, Day of Ops team, and all other concerned team.

• To ensure that all issued tickets were dispatched and sent to pilots, cabin crew, and other concerned team in a timely manner.

• To ensure that all changes on the bookings were properly monitored to avoid any discrepancies.

• To liaise with freighters and charters team with any changes on the movement and requests. Senior Business Support Agent

Emirates-Skywards Business Support Services

Tawasul Building, Dubai UAE

November 23,2008 – March 31, 2016

Responsibilities:

• Handle emails independently from Skywards members and general inquiries, including reservations, award booking/ticketing, retro claim or fulfillment. Action all emails relating to Skywards by acknowledging, fully investigating and responding to the member directly, taking a personalized approach by using a variety of communication media.

• Provide a Help Desk system wide to give direction and guidance on system and programme issues. Ensure all communication with members are within service level agreements i.e. communicate to the members keeping them informed of all progress through to resolution within agreed Tier deadlines.

• Deputize for the Business Support Team Leader in their absence and provide help and support to junior team members and assist in coaching and development activities.

• Actively be involved in suggesting new ideas and providing recommendations on the improvement of the service provided, thereby increasing service and ensuring Skywards & Emirates success as a market leading airline.

• Handle calls from all members (esp. Silver/Gold) ensuring that the highest standard of Customer Service is being provided by assisting and handling all related flight queries including ticket reservations and issuance; special request like seat and flight upgrades; provide them pre-flight information (i.e. departure time and arrival time); sell related products and offers; updating Skywards members’ accounts; CLP system and programmer support.

• Build a one on one relationship with our elite members (Gold) which will result in increased revenue and loyalty.

• Investigate action and respond directly to members via mail, fax, and e-mail on inquiries. These including but are not limited to, profile updates, retroactive credit requests, complaint letters, programme and partner information. Process requests for collateral material from customers, partners and internal departments.

• Liaison with partners on rejected data, investigating and ensuring member's accounts are accurately updated. Assist partners' frontline employees on queries and customer issues.

• Process legal documents required as a result of marriage, divorce and deceased members. Identify any fraudulent activity, and bring to the attention of the Supervisor

• Actively be involved in suggesting new ideas and provides recommendations for the improvement of the services offered as to increase potential members and to maintain loyal members of Emirates- Skywards programme; also, to increase revenue and ensuring Emirates success as a market leading airline.

Senior Airport Lounge Attendant (Senior Waitress)

Emirates First Class and Business Class Lounge

Emirates Flight Catering Company, L.L.C.

P.O. Box 34331, Dubai International Airport, Dubai, U.A.E. April 19, 2006 to November 17, 2008

Responsibilities:

• To ensure and maintain that the lounge is on its highest form of standards (in terms of food and beverage catered) and secure that all facilities offered are on its best form and working condition.

• Handle stocks inventories of the lounge.

• Provide reports on a daily basis.

• Render best service to passengers as to meet their satisfaction and make them feel important. Graphic Artist

Unilever Philippines

1351 United Nations Avenue, Manila, Philippines

September 19, 2005 to April 16, 2006

Responsibilities:

• Responsible in creating and executing creative ideas of merchandising materials for product activation and promotion (point of purchase/POP).

• Executes merchandising guidelines of new products for product launch.

• Visualize and render merchandising materials such as kiosks, poster, banner, and other pop-up and collateral materials to be implemented and distributed on different areas.

• Conduct checking of proper implementation of merchandising materials on different supermarket stores.

• Develop new concept and strategies in implementing an effective and sufficient advertising campaign for the product based on market research and analysis.

• Conduct market research and analysis in developing product extension and or new products.

Room Attendant

Makati Prime Tower Suite

Kalayaan Ave., corner P. Burgos St., Bel – Air, Makati City, Philippines May 10, 2003 to May 14, 2004

• Ensure and maintain the orderliness and cleanliness of the rooms based on the company’s standards.

• Attend the needs of the guests with a satisfactory service rendered to them.

• Handling guest’s complains with immediate response of solutions granted to their needs.

• Ensures that the guests were treated and served in an efficient and courteous way. Staff/ Public Relation Assistant(par-time)

X10 VERSION P.R and EVENTS MANAGEMENT

Pasda Mansion, cor. Panay Ave., Quezon City, Philippines July 2003 to September 2003)

Responsibilities:

• Responsible for informing various media companies of the company’s events and programs.

• Taking calls from various sponsors and company’s affiliates.

• Do assisting on calls of meetings and filings of various files.

• Responsible for assisting assigned officer/s in client calls. Educational Qualification

Tertiary: University of Santo Thomas

Manila, Philippines

Bachelor of Fine Arts and Design,

Major in Advertising

School Year 1999-2003

Secondary: University of Santo Thomas, Payhigh School Manila Philippines

School Year 1995-1999

Trainings and Seminar Attended:

• Correspondence Training (April 2013)

Emirates Skywards

• Skywards Rewards /Mars System (November 2012)

Emirates Skywards

• Writing Effective E-Mail Messages (October 2011) Emirates Skywards

• Business Writing (October 2011)

Emirates Skywards

• Skywards - Rewarding Loyal Customers (August 2010) Emirates Skywards

• Seminar on Elementary Food Hygiene (March 2006)

EMIRATES FLIGHT CATERING CO., L.L.C.

P.O. Box 34331, Dubai International Airport, Dubai, U.A.E.

• Emirates Lounge Experience Training (November 2007) EMIRATES FLIGHT CATERING CO., L.L.C.

P.O. Box 34331, Dubai International Airport, Dubai, U.A.E. Seminar Workshop on Integrated Hotel and Restaurant Service

• POWER INSTITUTE OF HOTEL ADMINISTRATION,

Merchant Bld., 509 Padre Faura St. Ermita, Manila, Philippines Personal Information

Nickname : Maria, Victoria

Civil Status : Single

Birthday : March 10, 1982

Gender : Female

Citizenship : Filipino

Language Spoken : English, Tagalog

Reference:

Darryl Coutinho

Crew Scheduling Manager

Emirates Airline

Tel no: 04 708 1063

Haresh Dhakan

Crew Scheduling Superintendent

Emirates Airline

Tel no: 04 708 4912

Giselle Tabacoan

Crew Scheduling Officer

Emirates Airline

Tel no: 04 708 4912

I hereby certify that the above information is true and correct to the best of my knowledge and belief. Sgd. Maria Victoria G. Atienza

Applicant

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