Francesca Ramos
Dubai,UAE
Summary
Welcoming, personable individual with well-developed hospitality skills. Handles high-pressure situations with undeniable grace and poise. Seeking the opportunity to join an international airline as a valued member of the company.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Senior Subject Matter Expert
International Airline Services Asia, Inc
Makati, Philippines
2021.11 - 2023.05
- Collaborated with other teams to offer guidance and knowledge to drive progress.
- Acted as first point of contact for agents to resolve potential issues with daily work.
- Taking supervisory calls to ensure the continuation of customers' loyalty to our partner airlines and proactively address any issues or concerns customers may have and strengthen the bond with our partner airlines.
- Lead monthly meetings to ensure that all team members are kept up to date with the changes in airline policy and provide the team with an understanding of how they would be put into practice.
- Providing support on agent call engagement continuous feedback coaching sessions to ensure that agents meet and exceed company expectations and recognizing the agents' strengths and addressing their weaknesses to enhance their overall performance.
Airline Reservations & Ticketing Agent
International Airline Services Asia, Inc
Makati, Philippines
2019.11 - 2023.05
- Resolved complaints, cancellations and refunds with mutually beneficial solutions.
- Remained knowledgeable on popular attractions and experiences to provide additional travel advice.
- Communicated reservation confirmations to guests via post and email.
- Employed strong product and systems knowledge to handle booking enquiries.
- Generated Key Performance Indicator reporting to drive better performance.
- Conducted calls professionally and politely to maintain excellent service standards.
- Advised customers on specific visa and passport requirements.
- Handled customer queries focused on first-call resolution.
- Maintained call centre efficiencies, ensuring clear, effective communication with all departments.
- Handled high call volumes with accuracy and efficiency for optimum productivity.
CAFM Customer Service Operator
Concordia DMCC
Dubai, UAE
2023.09 - Current
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Streamlined processes to improve and optimise office operations.
- Followed up customer queries to check provided solutions met expectations.
- Maintained accurate knowledge of current services to provide informative customer advice.
- Used in-depth product understanding to answer customer questions knowledgeably.
- Monitored health and safety measures for guaranteed compliance.
- Maintained accurate records of work orders, equipment inventory, and service contracts.
- Managed incoming service requests via phone, email, and ticketing system, ensuring timely resolution of facility-related issues.
New Hire Coordinator
International Airline Services Asia, Inc
Makati, Philippines
2021.07 - 2021.11
- Developed online and accessible support to improve employee growth opportunities.
- Assigned training exercises and skill assessments to newly hired employees.
- Secured high satisfaction rates by going extra mile to cater to specific organisational needs.
- Monitored employee progress, offering feedback to management on additional training requirements.
- Facilitated soft skills training, improving communication and interpersonal abilities.
- Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
Hotel Room Attendant
Makati Palace Hotel
Makati, Philippines
2019.02 - 2019.05
- Reported on check-outs and room vacancies to maintain accurate occupancy records.
- Removed used towels and bedding, replaced with new and reset spaces to professional standards.
- Followed health and safety standards governing correct use of chemicals.
- Welcomed guests, answered questions and anticipated service needs, maintaining excellent customer satisfaction.
Service Crew
Mang Inasal Philippines, Inc
Bulacan, Philippines
2017.12 - 2018.12
- Trained in food safety and hygiene practices.
- Served high volumes of guests in fast-paced service environments with exceptional customer care.
- Established professional relationships with peers to enhance productivity and teamwork.
- Supported store goals by maximizing sales opportunities and providing great quality service.
Education
Bachelor's degree - Tourism Management
Baliuag University
Bulacan, Philippines 2015.10 - 2019.05
Skills
- Customer experience
- CRM
- Problem-solving
- GDS System
- CAFM System (Concept Evolution/Facilio)
- Salesforce
Languages
English
Fluent
Affiliations
- Passionate about dogs
- I find solace and creativity in writing
Certification
- Introduction to Microsoft Excel
Coursera Project Network
Issued Feb 2024
Credential ID: 7FC2NAFY33P8
- Business Analysis & Process Management
Coursera Project Network
Issued Feb 2024
Credential ID: KGRZUS2LVNY3
References
References available upon request.
Timeline
CAFM Customer Service Operator
Concordia DMCC
2023.09 - Current
Senior Subject Matter Expert
International Airline Services Asia, Inc
2021.11 - 2023.05
New Hire Coordinator
International Airline Services Asia, Inc
2021.07 - 2021.11
Airline Reservations & Ticketing Agent
International Airline Services Asia, Inc
2019.11 - 2023.05
Hotel Room Attendant
Makati Palace Hotel
2019.02 - 2019.05
Service Crew
Mang Inasal Philippines, Inc
2017.12 - 2018.12
Bachelor's degree - Tourism Management
Baliuag University
2015.10 - 2019.05