Industrial Engineer, Customer Service, Case Investigator

PROFESSIONAL SUMMARY

Knowledgeable and dedicated customer service professional with extensive experience in Airline Industry.

Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationship, cultivating partnerships and growing businesses. Hardworking Customer Service Specialist with 15 years of experience working with Aviation Services. Trained in project and time management with extensive knowledge of Inbound/Outbound Flights and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results.

WORK HISTORY

Hallmark Aviation Services – Supervisor - Customer Service

Los Angeles, Ca. November 2006 – Current

Evaluates customer information to explore issues, develop potential solutions and maintain high-quality service

Builds long-term, loyal customer relations by providing top-notch service and detailed order, account and service information

Evaluates interactions between associates and customers to assess personnel performance and customer satisfaction

Conducts training and mentored team members to promote productivity, accuracy and commitment to friendly service.

TEKsystems – Case Investigator

March 1, 2021 – June 23, 2021

Responsible for contacting people with lab- confirmed, probable and suspected diagnoses of COVID-19.

Provides health education and guidance in order to slow down the spread of the virus

Conducts interviews with patients to gather information including symptom history, source of illness, list of close contacts and activity history

Provides patients with instructions on isolation and close contacts with quarantine instructions

Provides patients with resources such as referrals to essential support services as maybe appropriate.

SKILLS

Complaint resolution

Report preparation

Recordkeeping strengths

Training development aptitude

Administrative support

Service standard compliance

Staff education and training

Creative problem solving

Good listening skills

Leadership

EDUCATION

Mapua Institute of Technology

Manila, Philippines

B.S Management and Industrial Engineering

LICENSES/CERTIFICATIONS

PHILIPPINE INSTITUTE OF INDUSTRIAL ENGINEERS (PIIE)

JOHN HOPKINS - CERTIFIED CONTACT TRACER

LICENSED IN LIFE, HEALTH AND ACCIDENT INSURANCE AGENT – Department of Insurance, CA

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