Summary
Overview
Work History
Education
Training
Personal Information
References
Timeline
Generic
CAROLINE B. ALEGRADO

CAROLINE B. ALEGRADO

Abu Dhabi

Summary

With over 20 years of experience in the Airlines and Aviation industry, I am a highly experienced, hard-working, and career-oriented professional. Throughout my career, I have consistently demonstrated a strong history of working in various sectors such as Airline Technical Operations, Customer Service, Ecommerce, Airline Ticketing, Airport Passenger Service, Call Centers, Leisure Industry, and Business Travel. My expertise in these areas allows me to bring a diverse skill set to any organization. I am dedicated to delivering exceptional results and providing top-notch service to both internal and external stakeholders.

Overview

21
21
years of professional experience

Work History

Work Pack Officer -Production Planning and Control

ETIHAD AIRWAYS
08.2022 - Current
  • Reports to the Lead Production Planning Engineer for the daily operational/cabin defect responsibilities ensuring that all functions and requirements are fulfilled and coordinated in accordance with Etihad Airways and Aviation Authorities requirements
  • Managed Etihad and Third party work-package issuance, documentation, and arrange resource allocation, including Hangar/Bay parking spaces, Towing arrangements, GSE, other Special skills, etc
  • Developed and implemented policies for planning, data entry, and record storage, ensuring compliance with industry standards
  • Coordinated with stakeholders to meet production demands and prepared reports to enhance operational efficiency
  • Implements policies and procedures that relate to the control of the Planning Organization, particularly work pack compilation, Data Entry and Record Storage/archive
  • Raise Customer Work Requests to other 145 organizations
  • Prepare all necessary reports to facilitate efficient Production Planning

Technical Assistant - Technical Operations

ETIHAD AIRWAYS
11.2017 - 07.2022
  • Responsible for data entry of technical logs used in aircraft maintenance, cabin and inflight entertainment
  • Ensure the accuracy of details entered in CMRO and AMOS system in able to assist Planning and Material department
  • Provide support during investigation and audits of paper works within prescribed time frames, to ensure seamless operations of aircraft repairs and maintenance
  • Maintains an efficient data archiving and retrieval process to meet business, operational and regulatory requirements
  • Exercise caution in handling sensitive data ensuring attention to details at all times and reports on all erroneous and missing logs, feedbacks on discrepancies, follows ups and escalates as necessary

E-Services Agent - Ecommerce Direct Sales

ETIHAD AIRWAYS
05.2015 - 10.2017
  • Handling web booking queues such as online fail bookings, reissuance for schedule change, processing refund, filing waivers, ticket issuance for payments made through Alternate form of payments(AFOP), reissuance for miles upgrade, checks the issuance of insurance on the pnr and payments Fraudnet responses
  • In charge for filing token numbers thru Waiver Management Tool system, for all the waivers filed by Eservices Team
  • Solely manage the inbox for Online Booking Waivers, review and assess waiver claims and respond accordingly
  • Prepares the Eservices daily reports and weekly report of Ecommerce
  • Do investigation, prepare and respond to the Monthly Audit Report from finance team
  • Responding to emails from Eservices manage engine and dealing attentively to queries from Global contact center, feedback, social media, finance, airport and from other internal teams
  • Making call outs for ticket issuance, assisting guests with web and payment issues, processing Unaccompanied Minor Requests and collecting applicable fees
  • Monitoring web sales thru Omniture and web booking engine, and alert the management if any abnormality noted

Travel Consultant - Cebu Pacific Air GSA

AL RAIS TRAVEL AND SHIPPING AGENCIES
12.2012 - 04.2015
  • Provides customer service by accommodating flight inquiries and reservations through telephone and walk-in passengers
  • Assist individuals and groups with planning, organizing and booking travel
  • Serves as Help Desk for Sub Agents concerns such us updating top-up balance, request for password reset, Issues on Booking System, Distribution of Airlines Tariff, Name Change Request, and All other concerns
  • Conducts SkyPartner Reservation Training to Sub Agents
  • In general, we serve as help desk to Cebu Pacific Clients in the whole United Arab of Emirates
  • Including reservation and ticketing, lost luggage concerns, Airline Complains, and others
  • Up sell company’s services to customers such as Airline tickets, Travel Insurance, Car Rental, Visa services, and others

Ramp Agent

CEBU PACIFIC AIR
08.2011 - 12.2012
  • Checks flight Status and secures all relevant information on loading and offloading and other relevant activities and requirements
  • Confers/coordinates with Load Controller on loading planning
  • Secures a copy of ramp control card and loading instruction report form
  • Monitors Aircraft servicing activities and alert unit concerned accordingly if any abnormality noted
  • Coordinates with flight dispatch through ARMs on crew complement, aircraft assignment, fuel load, parking bay and other relevant information relating to flight being handled
  • Confirms with pre-departure agent regarding all on board signal

Lead Customer Service Agent

CEBU PACIFIC AIR
06.2009 - 07.2011
  • Conducts daily pre-flight briefing including total passenger booking, special handling instructions and revised ETD/ETA if flight is delayed
  • Supervises operations at the counter, including manpower assignment, opening and counter closure per flight, preparations of counter materials for check in, and checks operational status of the weighing scale, computer and boarding pass printers
  • Assists guests requiring special handling by ensuring that the necessary forms or documents are appropriately accomplished
  • Attending guest concerns regarding flight inconveniences, complaints and other inquiries

Call Center and Ticketing

CEBU PACIFIC AIR
12.2006 - 05.2009
  • Provides customer service by accommodating flight inquiries and reservations through call center
  • Promotes Airline products such as Funtours, MOTO credit card payments, and others
  • Provides resolution to customer concerns regarding Airline’s schedule change and flight cancellations, refund applications, and rebooking of flight schedules
  • Assist online web users on how to finalize their unsuccessful transactions and providing them with convenient alternatives

Lead Travel Consultant

THE TRAVEL LOUNGE, INC.
04.2004 - 09.2006
  • Supervise the operation at the counter, including ticket issuances, travel consultation, product updates, documentations and manpower
  • Assist individuals and groups with planning, organizing and booking travel
  • Book airline tickets, cruised and all-inclusive vacations and advises customers on prices, options and must-see attractions in parts of the world
  • Represents the company in Airline seminars and trainings
  • Reports directly to the Manager

Accounting Clerk

THE TRAVEL LOUNGE, INC.
01.2005 - 05.2005
  • Checks daily sales reports of agents
  • Prepares weekly and monthly reports for Airlines remittances
  • Ensures that Sub-agents remittance reports are met before the given due date

Education

Bachelor of Science - Management Accounting

UNIVERSITY OF SAINT LA SALLE
01.2004

Training

  • EASA Part 145 – Etihad Airways Technical Training, September 2024
  • GCAA Car 145 - Etihad Airways Technical Training, September 2024
  • Safety Training (Including Human Factors) - Etihad Airways Technical Training, Aug 2024
  • A319 /A320 /A321 NEO General Familiarization, 05/01/24, Etihad Airways Technical Training
  • Electrical Wiring Interconnect System, 06/01/23, Etihad Airways Technical Training
  • Fuel Tank Safety, 06/01/23, Etihad Airways Technical Training
  • ETOPS, 06/01/23, Etihad Airways Technical Training
  • Docs and Procedures, 02/01/23, Etihad Airways Technical Training
  • Human Factor, 08/01/22, Etihad Airways Technical Training
  • Safety Management System, 10/01/22, Etihad Airways Technical Training
  • AMOS – ACC Introduction and Basic Training, Etihad Airways Technical Training
  • Ramp Safety, 06/11/18, Etihad Airways Technical Training
  • Fuel Tank Safety Phase 1, 03/14/18, Etihad Airways Technical Training
  • AMOS / CMRO/ NEO /AIMS, 11/01/17, Etihad Technical Operations
  • Sales Through Service, 06/21/15, Etihad Corporate Academy
  • Sabre Interact Reservations & Ticketing, 05/01/15, Etihad Ecommerce
  • Telephone Etiquette and Techniques, 12/11/14, Emquest
  • Sabre Basic Training, 12/17/13, Emquest
  • Sabre Pricing & Ticketing, 12/23/12, Emquest
  • Increasing Your Assertiveness, 01/07/13, Emquest
  • Time Management, 01/08/13, Emquest
  • Communication Skill, 01/09/13, Emquest
  • Documentation Training, 02/18/10, Cebu Pacific Air
  • Airport Standard & Procedures, 09/12/11, Cebu Pacific Air
  • Weight and Balance Training, 07/22/11, Cebu Pacific Air
  • Dangerous Goods, 07/01/11, Cebu Pacific Air
  • Safety Management System, JG Corporate Safety Policy, Emergency Response Procedure, and Basic Fire Fighting Training, 06/23/11, Cebu Pacific Air
  • Ideal Customer Journey Workshop, 11/10/10, Cebu Pacific Air
  • Ramp Handling & Safety Training, 09/29/09, Cebu Pacific Air
  • Dangerous Goods Training, 09/29/09, Cebu Pacific Air

Personal Information

  • Age: 41
  • Date of Birth: 11/21/83
  • Nationality: Filipino
  • Marital Status: Married

References

  • Ms. Apple Almocera, Technical Assistant Team Leader, Etihad Airways, +971 52 995 2975
  • Mr. Nelson E. Alegrado, Workplace Trainer, Etihad Airways, +971 50 1704544

Timeline

Work Pack Officer -Production Planning and Control

ETIHAD AIRWAYS
08.2022 - Current

Technical Assistant - Technical Operations

ETIHAD AIRWAYS
11.2017 - 07.2022

E-Services Agent - Ecommerce Direct Sales

ETIHAD AIRWAYS
05.2015 - 10.2017

Travel Consultant - Cebu Pacific Air GSA

AL RAIS TRAVEL AND SHIPPING AGENCIES
12.2012 - 04.2015

Ramp Agent

CEBU PACIFIC AIR
08.2011 - 12.2012

Lead Customer Service Agent

CEBU PACIFIC AIR
06.2009 - 07.2011

Call Center and Ticketing

CEBU PACIFIC AIR
12.2006 - 05.2009

Accounting Clerk

THE TRAVEL LOUNGE, INC.
01.2005 - 05.2005

Lead Travel Consultant

THE TRAVEL LOUNGE, INC.
04.2004 - 09.2006

Bachelor of Science - Management Accounting

UNIVERSITY OF SAINT LA SALLE

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CAROLINE B. ALEGRADO