Suzette S. De Leon

** ******** **. *******, *******, M4Y 1N3 +1-647-***-**** http://www.linkedin.com/in/suzettesarradeleon28 adqqa9@r.postjobfree.com 8 April 2022

Starbucks

Michael's Hospital, 30 Bond St,

Toronto, M5B 1W8

Dear Hiring Manager:

I am writing to introduce to you myself as I am interested in applying for the position of BARISTA with Starbucks. I am currently an international student at Humber College, pursuing a post-graduate program in Global Business Management specializing in Human Resource Management and I am looking to gain significant insights into the human resources industry. This coming end of term, I am looking for an opportunity to expose and immerse myself in the Canadian workforce and hopefully improve myself, for future employment after graduation. I have been in the customer service industry for 15 years, as a cabin crew, a purser, and eventually, a trainer which has helped me develop skills in resolving escalated conflicts of passengers and disputes among team members. With the years and experience combined, I have gained the confidence to interact and communicate seamlessly with people from different backgrounds and cultures. The working environment I had in my prior work is a big benefit since our priority was to fulfill our guests’ utmost comfort and to provide them with an experience that is more than what is expected. I have learned to love coffee because of the nature of my work for the past 15 years. Being in the service industry, I must ensure that I am always up and about to ensure sure that my guests have my complete focus hence coffee has become an integral part of my morning routine. I have always been intrigued and soothed by the scent of coffee so I wanted to learn and be exposed more to anything related to coffee.

My most recent experience was being an instructor for 8 years with Philippine Airlines which has nothing to do with coffees except the ones I make onboard and in the mornings before work. This has further enhanced my people skills and technical skills which I used in documenting performance evaluations of the students I handled. Training also boosted my organization skills with the classes handled and with the learning management team, composed of 8 dedicated trainers, assigned to me to supervise. As a trainer, it was also my duty to ensure that my trainees and the crew will be exemplifying outstanding care to the guests both in flight and on the ground. I am a passionate, dynamic, and hardworking team player. I have full adherence to professionalism in the workplace.

I would very much appreciate having the time to introduce myself further and hopefully discuss possible contributions I can add to your esteemed company. Attached is my resume for further information. I look forward to hearing from you regarding any opportunity and hopefully learning more about what the company is best known for. Yours sincerely,

Suzette S. De Leon

SUZETTE S. DE LEON +1-647-***-**** adqqa9@r.postjobfree.com QUALIFICATIONS SUMMARY:

● An engaged and highly adaptable professional with over 15 years of knowledge and notable skills in customer service and conflict resolution.

● Experienced and motivated instructor and facilitator overseeing content development, training, and performance evaluations.

● Proficient in Microsoft Office Suite (Word, Excel, and PowerPoint) and the software Articulate Storyline 2 & 3.

● Proven track record in establishing and managing the Learning Management System of the previous company. EDUCATION:

HUMBER COLLEGE (International Graduate School)

Toronto, Ontario

Global Business Management (Human Resource Management) (On-going) UNIVERSITY OF THE PHILIPPINES – LOS BANOS

Los Banos, Laguna

AB Communication Arts, Major (Speech Communication) Cum Laude

DE LA SALLE UNIVERSITY – MANILA

Taft Avenue, Manila

AB Communication Arts

EXPERIENCE:

TEAM LEAD-RESULTS SPECIALIST Rogers Communications (Part-time) December 2021 - March 2022

Oversees that proper health and safety protocols and rapid screening program requirements are being met by screening staff and participants.

Training of staff on proper protocols, techniques, PPE application, cleaning of stations/testing site, de-escalating confrontational situations, what to do for positive cases, and App usage.

Manage inventory levels and reporting of supplies promptly.

Facilitate day-to-day frontline operations of the onsite testing center which included conflict resolution if any with participants and staff assigned.

SENIOR IN-FLIGHT TRAINING & DEVELOPMENT SPECIALIST Philippine Airlines September 2013- October 2021

Lead a group of 8 dedicated trainers in piloting the use of Computer Based Training through PAL’s Learning Management System (LMS).

o Directed and researched improving the online training for PAL cabin crew as a cost-saving initiative by designing, creating, and implementing online training programs while utilizing fresh approaches in resolving long-time challenges.

o Significantly contributed to restructuring the training program of PAL to fit the current needs. o Responsible for creating robust & interactive training materials, revisions, conversions, and publishing of the modules using the Articulate Storyline 2 & 3 software. o Enabled my team to effectively manage and maintain the integrity of our LMS by building expertise within the team.

o Partnered with the company’s service provider in delivering technical support where needed and recommending system enhancements.

SUZETTE S. DE LEON +1-647-***-**** adqqa9@r.postjobfree.com o Facilitated training on the use of the LMS to other business partners within the company.

Developed and carried out annual recurrent training for the returning cabin crew and AB Initio classes to satisfy the government and company’s regulatory requirements.

Created and designed training materials, exams, and other training needs based on the regulated courses for the cabin crew for both initial and annual recurrent training.

Provided coaching and mentoring to the cabin crew in flight on the current updates on safety, service aspect, and their personal development.

Supervised a thorough safety performance evaluation to the cabin crew in flight and on the ground, based on the standard operating procedures of the company

Supported the company during flight exigencies to ensure business continuity. CABIN MANAGER Etihad Airways

February 2008 – May 2011

Managed performance evaluations in flight to assigned cabin crew and monitored the strict implementation of the company policies and safety standards.

Trained and coached new cabin crew on the latest policies and procedures of the company including service on board.

Engaged and collaborated with the company’s management team to align and implement the company’s plans for growth.

Greatly increased customer satisfaction and repeat business through the constant pursuit of resolutions to problems in flight hence, protecting the company’s reputation and ensuring loyalty from the clients. PREMIUM CLASS CABIN CREW Etihad Airways

June 2005 – January 2008

Delivered exceptional service to our premium class guests (First and Business Class).

Efficiently carried out GCAA regulations ensuring smooth operations in flight and compliance with mandatory regulations.

DOMESTIC CABIN CREW Philippine Airlines

January 2004 – June 2005

Operated in compliance with the company's policies and regulations to ensure complete compliance with safety and security procedures.

Attended workshops and annual training in customer service, conflict resolution strategies, and safety procedures to keep abreast of all new requirements and procedures. E-REPRESENTATIVE PeopleSupport Phil. Inc.

May 2003 – December 2003

Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Investigated and resolved customer queries and complaints in a timely manner. SUZETTE S. DE LEON +1-647-***-**** adqqa9@r.postjobfree.com TRAINING & SEMINARS:

LEADERSHIP MINDSETS

LinkedIn Learning

June 19, 2020

LEAN SIX SIGMA FOUNDATIONS

LinkedIn Learning

June 14, 2020

RAPID CULTURE CHANGE: THE

BRUCE LEE WAY

Webinar: Kaizen Leadership Asia

October 30, 2020

HOW TO DESIGN AND

DELIVER TRAINING

PROGRAMS

LinkedIn

Learning

June 17, 2020

ACP COMPUTER LEARNING SCHOOL

(MASTERING ARTICULATE STORYLINE 2)

E-Learning Minds, Singapore

September 20-22, 2016

LEAN SIX SIGMA WHITE

BELT CERTIFICATION

Lean Six Sigma PH

December 6, 2020

IATA DANGEROUS GOOD TRAINING CATEGORY 6

IATA Mapletree Business Center, Singapore

December 2-6, 2013 (passed with distinction)

January 11-15, 2016

February 26-March 12, 2018 (passed with distinction) ACP COMPUTER LEARNING SCHOOL

(MASTERING ARTICULATE

STORYLINE 3)

PAL Learning Center, Manila

April 22-24, 2019

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