Customer Service Assistant

JHEANN D. MERGINIO

** **** **. ****. *** Antonio, Luisiana,

Laguna, Philippines-4032

Contact Number : +639*********

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

Skype ID: ******.********@*****.***

OBJECTIVE: To obtain a position as a Trainee and succeed in a stimulating and challenging environment that will provide me with advancement opportunities.

EDUCATION

TERTIARY: Lyceum of the Philippines University Intramuros, Manila

Bachelor of Science: International Travel and Tourism Management

June 2013-May 2017

Award: Cum Laude

Major Subject Taken:

-World Tourism -Travel and Tour Operations

-Food and Beverage Service Operations -Principles of Management

-Principles of Food Production -Transportation Management

-Principles of Tourism 1 & 2 -Airline Business

-International Fare and Ticketing -Tour Guiding Services

-Computer System for Front Office Operations -Events Management

-Hospitality in Tourism Laws -Total Quality Management

-Tourism Planning and Development -Marketing in Tourism Industry

-Hospitality & Tourism Research Methods & Technique

SECONDARY: Liceo De Luisiana Luisiana, Laguna

June 2009- March 2013

PRIMARY: Luisiana Adventist Elementary School Luisiana, Laguna

June 2003-March 2009

Award: Graduate with Honor

WORK EXPERIENCE

Guest Service Officer Philippines Air Asia March 16, 2022-Present Pasay City

Ensure compliance with Safety and Security standard

Deal with passenger complaints

Supervise the check in process to make sure that correct procedures are being followed.

Direct supervision of Guest Services Agents

Managing and resolving daily operational challenges such as network disruptions including delays and cancellations, infrastructure limitations and escalated customer service failures.

Handling Sales Remittances and Sales Report

Provide regular communication and reports outlining team feedback, operational performance, and resource management.

Maintain a friendly, positive attitude when resolving issues that arise with distressed passengers, while providing Positively Outrageous Service to ensure the success of the company.

Guest Service Assistant Philippines Air Asia July 2018- March 15,2022 Pasay City

Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage, and assigning seats.

Verified identification and travel documents to efficiently board passengers for on-time departure

Used Software to prepare pre-departure and post-departure reports and passenger manifests.

Used airline computer system to create airline tickets and boarding passes.

Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.

Resolved customer complaints by listening to grievances, determining causes, and deciding best solution.

Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.

Coordinated with ramp agents to successfully store, remove, and transport customer baggage.

Prepared customer invoices accepted payments and processed refund and cancellation requests.

Provided schedule, routing, and fare information to assist customers with ticket purchases.

Tourism Staff Local Government Unit – Luisiana June 2017 – May 2018 Laguna

Planning Events (Festivals, Pageants, Town Fiesta, etc.)

Monitoring Tourist Arrivals

assisting the National Department of Tourism for the Evaluation of the Tourist Establishments

Prepared a variety of different written communications, reports, and documents.

Managed administrative logistics of events planning, including contract signing, fee collection, event booking and event promotions.

ON-THE-JOB TRAINING

Balesin Island Club April 2015 – June 2015

Food and Beverage Department

Meet and Greet the Guest

Identify customers’ needs and respond proactively to all their concerns

Does the service of F&B to the Guest from Taking Orders to Cleaning the Tables.

Assisting the Restaurant Manager in Operations

Front Office Department

Answer the queries of the guest to their satisfaction and to provide information

Promptly register guests and to assign rooms to them

Prepare room reports and occupancy statistics

Send messages to the guests

Housekeeping Department

Clean guest bedroom and restock supplies as per room checklist.

Maintain a polite, helpful, and pleasing attitude towards the guests.

Attend daily briefings and give attendance.

Receive allocation of floor and rooms.

Replace maid cart with guest supplies, detergents, and linen.

Conduct physical check of rooms for preparing the housekeeping occupancy list.

Remove and dispose of refuse and rubbish at the assigned area.

Prepare room checklist.

SKILLS

-Customer Service -Friendly Service Mentality

-Planning & Coordination -Team Player

-Budget Development -Computer Skills

-Critical Thinking -Organization & Time Management

-MS Office -Computer Proficiency

-Flexible & Adaptable -Can Work under Pressure

-Versatile - Energetic / Proactive

TRAININGS & SEMINAR ATTENDED

Safety Risk Management - May 25, 2020

Safety Assurance - June 23, 2020

Policy and Objective SMS Training - August 17, 2020

Safety Management System - October 9, 2019

Human Factor Awareness - October 08, 2019

Aviation Security Awareness - October 7, 2019

Bomb Threat Awareness - October 7, 2019

Disability Equality Training - October 4, 2019

Dangerous Goods Regulation Cat 9 - October 2, 2019

Visa & Passport Reading - September 26, 2019

Local Development Planning for LGU Training - September 12-20, 2017

Events Management Services Training - November 11, 2016

Professional Development Training

(American Hospitality Academy) - October 11, 2016

Amadeus E-Learning Ticketing Training - March 02,2016

Food and Beverages Training - March 18, 2015

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