Dana Jane S. Lopez

PERSONAL DETAILS

Email: adi4bt@r.postjobfree.com

Contact no: +63-916-*******

Language: English (Fluent) and Filipino (Native)

DOB: March 04, 1981

PROFILE

In a Nutshell : Graduated in Airline Management and expert handling customer with over 13 years of professional working experience in multinational and prestigious organizations in the fields of customer service and sales.

Objective: To secure challenging responsibilities within international environment in the arena of Customer Services and Organizational Management. EXPERIENCE

DNATA – EMIRATES GROUP OF COMPANY – Dubai, UAE

SENIOR LEISURE TRAVEL CONSULTANT (Team Leader) (April 2017 till August 2020) Busines Bay, Sheikh Zayed Road

JOB PURPOSE

● To directly interact with internal customers from various lines of business to provide superior and consistent quality of support and information on travel services; to book and handle non air related and leisure products.

ACCOUNTABILITIES

● Using business systems i.e Agent Desktop, Derwent and other technical resources as required and appropriate, ensure Non Air arrangements are managed, amended and supported in line with maximizing customer satisfactions as well as revenue for Dnata agencies.

● Take ownership of Customer Service Request (CSR) which are raised and ensure they are actioned and completed within the committed time frame.

● In case of difficult or problematic bookings, suggest the solution and take the decision or in complicated scenarios escalate the concern to the Operations Manager before the situation is out of control, or check in date.

● To take ownership and responsibilities, improve leadership skills, a and handle complaints that come in while leading the team..

● Handling and assisting to resolve failed bookings, issues and book-outs, taking the responsibility and ownership to get the necessary approvals for write-off and/or credit card usage as necessary. Leisure Travel Consultant (January 2013 to March 2017) Busines Bay, Sheikh Zayed Road

● To provide the highest standard of customer service to customers of all lines of business who book non air related products using business systems.

● Ensure all non air related arrangements are managed, amended and supported in line with maximizing customer satisfaction as well as revenues.

Marhaba Contact Centre Agent (August 2011 to December 2013) Busines Bay, Sheikh Zayed Road

● Attend and interact clients and to provide highest standard of customer service over the telephone and via email. Assisting clients in booking services either retail or corporates using Marhaba system. To ensure daily sales report are reported on daily basis and to crosscheck that transactions are tallied. Marhaba Service Agent (February 2008 to July 2011) Dubai International Airport – Terminal 1, 2 & 3

● To provide a comprehensive escort service to all VIP, CIP, Marhaba & special handling (Ums, handicapped/ deaf/ dumb, blind, etc.) passengers, that includes check-in, immigration, mishandled baggage, onward connections, cancelled bookings, improper documentation (visas) etc.

● Issue revenue documents/ service vouchers and update the system as per booking requests and service provided in order to ensure the collection of revenue from airlines and corporate clients.

● Assist the Senior Marhaba service agent in updating the database with the information of the service provided and outstanding request (delayed flights, etc.) from the current shift in order to provide customers feedback on the service provided and coverage by the next shift for delayed passengers and no shows.

Emirates Flight Catering ( August 2005 to January 2008) Airport Road, Dubai, UAE

Lounge Attendant (Emirates First and Business Class Lounge) Dubai International Airport – Terminal 1

● Focus between kitchen-server-guest to provide food service in a timely & sophisticated fashion. Prepares station & work areas for each meal period.

● Responsible for the smooth execution of meal service during service & offer continued support in preparation for the next meal period.

● Helping the guest for their food and beverage selections to standards. To prepare and close the shift according to standard opening and closing procedure.

● Carrying out any miscellaneous duties and responsibilities as requested by the manager pertaining to total quality service delivered in Emirates Flight Catering. PAST EXPERIENCE

Passage Specialist for Airline and Commercial Vessel (April 2002 to March 2005) Cebu City, Philippines

● Lead a team of Reservation & ticketing staff by providing operational and supervisory support and specialized business expertise on a day to day basis including usage relevant motivational; training; management and communication techniques in order to achieve the departments customer service and revenue targets

ON-THE-JOB-Traing at PHILIPPINE AIRLINES (600 HRS – FEBRUARY 2002)

● Briefing on setting-up a Travel Agency, Work of an Airport Ground Staff and Flight Attendant EDUCATION

Bachelor of Science in Airline Management Completed:March 2002 Royal Christin College, Cebu, Philippines

REFERENCES

Nationality: Filipino

Credentials: Will be furnished upon request