Customer Service Assistant

Maria Narissa Beltran

Customer Service Assistant/Receptionist/ Office Administration

Customer service-oriented, self-motivated, and caring CSA/Receptionist with extensive experience with resolving conflicts with customers. Thorough and attentive to detail in all professional matters. Proficient in record-keeping software as well as Microsoft office

WORK EXPERIENCE

Customer Service Assistant

February 2016 to Present

EMIRATES & DNATA

Dubai, U.A.E

• Assist passengers with self-service check-in kiosks.

• Inspect and verify passenger documentation.

• Issue boarding passes and reschedule passengers affected by flight interruptions or cancellations.

• Manage passenger baggage processing including handling and fee calculation if applicable.

• Assist passengers as needed through arrival and check in processes including support for passengers with special requirements such as unaccompanied minors (UM), VIP passengers and passengers needing wheelchair assistance.

• Direct passengers through Customs, Immigration, and quarantine as required.

• Make public address announcements as required.

• Assist colleagues in other areas of the airport to ensure that wheelchairs, strollers and gate checked bags (cleared through security) are made available for loading upon departure and delivery to passengers upon arrival.

• Comply with all UAE/Middle East legislation as well as airport authority and carrier security requirements.

• Comply with DNATA Standard Operating Procedures (SOP’s).

• Operate computers and specialist equipment such as air-bridge, scanners and airline specific software.

• Produce work-related documentation when required

• Maintain the highest standards of safety and security at all times

• Other duties as assigned

Emirates Cabin Crew

June 2010 to February 2016

Emirates Airline.

Dubai, U.A.E

• Greet passengers upon boarding and show them to seats if necessary.

• Begin every flight by stating emergency protocols and demonstrating how to use safety equipment properly.

• Offer food, beverages, and other amenities to passengers throughout flight and respond to requests in a timely manner.

• Assist passengers with special needs get onto the plane and disembark upon arrival. **************@*****.*** +971-**-*******

• Reassure patrons that everything is fine when plane experiences turbulence and assure everyone that it is normal.

• Inspected cabins before and after flights and cleaned up before next set of passengers embarked.

• Answered all questions passengers had regarding the flight.

• Collected money when patrons needed to pay for in-flight entertainment or additional meals.

• Operated video systems and conducted basic troubleshooting when a passenger was experiencing a technical difficulty.

• Checked in on patrons at regular intervals to see if anything else could be done to make flight even better.

• Inspected tickets to ensure passengers were boarding the correct flight.

• Asked for feedback through email after flights to see if passengers had any recommendations for improvements; however, flights had a 95 percent approval rating from patrons.

• Took inventory and requested supplies be restocked when it was essential.

• Attended preflight sessions to learn more about how to offer better customer service. Club Receptionist

June 2008 to June 2010

Hayya Club (Emaar Properties).

Dubai, U.A.E

• Serves visitors by greeting, welcoming, and directing them appropriately.

• Notifies company personnel of visitor arrival.

• Maintains security and telecommunications system.

• Informs visitors by answering or referring inquiries.

• Directs visitors by maintaining employee and department directories.

• Maintains security by following procedures, monitoring logbook, and issuing visitor badges.

• Operates telecommunication system by following manufacturer’s instructions for house phone and console operation.

• Keeps a safe and clean reception area by complying with procedures, rules, and regulations.

• Supports continuity among work teams by documenting and communicating actions, irregularities, and continuing needs.

• Contributes to team effort by accomplishing related results as needed. Activities Coordinator

July 2006 to June 2008

Le Royal Meridien Beach Resort & Spa,

Dubai. U.A.E

• Planning, Organization and Delivery of children’s, teenagers and adult sports and recreation activities programs, including the monthly and special event programs, parties and corporate team build events.

• Scheduling and planning of rosters; planning and delivery of training; completion of performance reviews for the recreation team.

• Dealing with emergency situations, coordinating the response and administering first aid. Reporting of all incidents and accidents.

• Dealing with various situations including guest complaints in a manner that ensured complete resolution.

• Formulation and training of Departmental Standards of Performance to ensure quality standards and systems were maintained.

• Identification and reporting of hazards and maintenance requirements.

• Anticipating guests needs to enhance standards and quality service and in turn enhance guest satisfaction.

• Maintenance of regular and effective communication within the team through regular team briefings.

• Control of operating costs to ensure cost effectiveness.

• Full knowledge of the Health club (gym & reception) from opening to the closing procedures. EDUCATION

Elementary Level 1986 – 1991 Graciano Lopez Jaena Elem. School Matimyas Sampaloc, Manila

Secondary Level 1991 – 1995 Ramon Magsaysay High School Espana, Manila

College 1997 – 1999 Associate in Computer Secretarial Technology Institute (STI)

Claro M. Recto, Manila

SKILLS

Active Listening Adaptability Communication Creativity Critical Thinking Customer

Service

Decision Making Interpersonal

Communication

Management Leadership

Organization Public Speaking Problem-solving Teamwork Work Ethics TRAININGS

• Corporate Induction • Departmental Induction (Inc Principles of Flight)

• Emergency Procedures Awareness • Health & Safety Awareness

• Manual Handling

• Dangerous Goods Regulations (DGR) Awareness

• General Security / Fire Awareness (GSAT)

• Airline product Knowledge

• Animal (AVI) & Weapons Awareness

• Announcements

• Arrivals Segregation & Presentation

• Baggage Check & Processing (Both Hand & Hold)

• Basic Flight/ Ticket Disruption Handling Awareness

• Check-In Procedures (Manual)

• Distribute Issue Light Refreshment Vouchers

• Passenger Boarding Procedures

• Passenger with restricted Mobility (PRM) Services

• Passport & VISA Checks

• Seating Allocation at Check-In

• Special Assistance Duties (

• Travel Services Product Sales (Lounge/Concierge etc.)

• Airline Check-In Systems

LANGUAGES

• English (Fluent)

• Tagalog (Fluent)

REFERENCES

Available on request

Contact this candidate