Joanne Joyce Salvador
Manila,Philippines
Summary
With over 15 years of expertise in administrative roles and customer service, this professional excels in high-pressure environments while maintaining a focus on client service excellence and confidentiality.
Adaptable hospitality professional with proven history of superior guest service. Addresses challenges with resourceful problem-solving and high emotional intelligence. Strong command of industry best practices and de-escalation techniques.
Overview
20
20
years of professional experience
2003
2003
years of post-secondary education
Work History
Guest Service Agent
Etihad Airways
Abu Dhabi, United Arab Emirates
02.2008 - 06.2023
- Oversees the daily operations, manages facilities, supplies and coordinating administrative tasks for the entire team.
- Allocates and utilize manpower resources to cover Premium Services Operations using Staff Manager system
- Responsible in monitoring, acknowledging, and taking actions of Special Services requests through email and phone, and consolidate as required.
- Liaised with staff to provide timely and accurate communication regarding their task allocation. Ensured that they are well briefed about their Meet and Assist and make the necessary action plan report.
- Attends to staff enquiries regarding check in counter or any other task issues and assist them by providing a viable solution.
- Responsible in monitoring overbooked flights for Premium guests, liaise with other department for solutions and possible options.
- Liaise with the management in a professional manner
- Coordinates with stakeholders where necessary
- Prepared and generated daily reports and ensure handover to next shift is complete with all necessary information given
- Provides services to Etihad guests and assists them in their needs
- Ensured VIP Handling was up to the standard.
- Handled guest complaints in a rational, calm and professional manner, providing smart solutions to maintain guest satisfaction.
- Ensured action plan on oversold flight is accurately implemented as directed and planned by station management.
- Checked on passenger travel documents to ensure validity of passport/visa to the country of passenger's destination.
- Ensured safeguard of revenue documents and handling as per company procedure.
- Delivered an excellent airport guest experience which is aligned with the Etihad Airways corporate values.
- Took an active role in emergency response and business continuity activations and exercises.
- Assisted flight-handling activities such as check-in, transfers, boarding, etc., to ensure a high service standard.
Human Resources Administrative Assistant
Abu Dhabi Motors (Al Hamed group of Companies)
Abu Dhabi, United Arab Emirates
10.2007 - 02.2008
- Assisted with recruiting, background checks and reference checks
- Prepared new employee files and structured current employee files for accurate, reliable records
- Performed customer service functions by answering phone calls daily
- Received, sorted and distributed incoming mail and facilitated outgoing mail to support clerical duties for department
- Assisted in investigation, grievance, disciplinary and employee relations meetings, advising line managers on policy and procedure and finding appropriate solutions
- Facilitated onboarding of new employees by scheduling training, answering questions and processing paperwork
- Updated new employee packages, training materials and benefits to introduce company culture and increase morale
- Maintained accurate role profiles, competencies and HR records in-line with data protection requirements
Product Development Specialist
The Purefoods-Hormel Company
Marikina, Philippines
12.2006 - 05.2007
- Oversaw research and product development activities for meat industry applications
- Redeveloped products and materials for improved cost efficiency
- Worked with project stakeholders to understand, define and meet project requirements
Supervisor
Foodsphere, Inc.
Valenzuela, Philippines
07.2006 - 12.2006
- Developed professional relations with company employees of organisation to enhance trust and reliability
- Equipped staff with knowledge and skills to reach company targets, coaching and mentoring new joiners and under performing employees in best operational practices
- Strategically planned shift schedules, processed holiday requests and granted leaves to optimise labour costs and productivity
- Tracked employee productivity, performance and task completion to meet quality standards
Research and Development Specialist
Foodsphere, Inc.
Valenzuela, Philippines
05.2004 - 06.2006
- Oversaw research and product development activities for meat industry applications
- Conducts analyses, performs experiments for food product and process development, improvement and modification
- Redeveloped products and materials for improved cost efficiency
- Worked with project stakeholders to understand, define and meet project requirements
- Sets standards and reports based on Food Safety and Quality Standards Guidelines
Quality Assurance Specialist
Foodsphere, Inc.
Valenzuela, Philippines
11.2003 - 04.2004
- Formulated audit reports of gathered data to evaluate performance of process against defined criteria
- Performed thorough quality investigations, identifying key development strategies and supporting idea implementation
- Remained calm under pressure to consistently meet quality demands of fast-paced, deadline-driven production environments
- Performed product stability evaluations, working with meticulous attention to detail to support safe, compliant meat manufacturing processes
Education
Bachelor of Science - Food Technology
University of the Philippines
Los Banos, LAGSkills
- Has more that 15 years in handling administrative job and Customer service
- System capability in Amadeus Reservation and Ticketing System, Sabre GDS
- Strong keyboarding skills
- Excellent written and verbal communication skills with strong ability to handle complaints and build customer relationships
- Extremely productive in a high volume, high stress environment
- A focus on client service excellence, enhanced quality, attention to detail and confidentiality
- Solutions-driven, forward-thinking, and able to troubleshoot strategically
- Flexible, embracing change with enthusiasm and able to pivot quickly
- Demonstrated proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint, and MS Teams); able to learn new technologies and tools
Timeline
Guest Service Agent
Etihad Airways
02.2008 - 06.2023
Human Resources Administrative Assistant
Abu Dhabi Motors (Al Hamed group of Companies)
10.2007 - 02.2008
Product Development Specialist
The Purefoods-Hormel Company
12.2006 - 05.2007
Supervisor
Foodsphere, Inc.
07.2006 - 12.2006
Research and Development Specialist
Foodsphere, Inc.
05.2004 - 06.2006
Quality Assurance Specialist
Foodsphere, Inc.
11.2003 - 04.2004
Bachelor of Science - Food Technology
University of the Philippines
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