Rheza Dee Sia
Lapu-lapu City,Philippines
Summary
Detail-oriented professional with expertise in Excel, PowerPoint, tracking and monitoring, and reporting. Demonstrates strong analytical skills and a commitment to delivering accurate and timely results. Aims to leverage these competencies to contribute effectively in a dynamic work environment.
Overview
19
19
years of professional experience
13
13
years of post-secondary education
Work history
Operations Systems Specialist
Etihad Airways
Abu Dhabi, United Arab Emirates
06.2023 - 06.2025
- Updating Altea Customer Management User Guide to reflect current procedures.
- Updating Self Service (Self Service Bag Drop, Airport Companion App) User Guide to reflect current procedures.
- Support global airports to ensure smooth transition whenever there is system version upgrade.
- Assist with new stations startup, from system setup requirements and testing to go-live date, ensuring seamless launch.
- Support various testing projects, such as Elenium self-service kiosks, and US CBP biometric systems, to make sure all systems work well and meet regulatory standards.
- Improved workflow efficiency with thorough process analysis.
Business Solutions Center Officer
Etihad Airways
Abu Dhabi, United Arab Emirates
01.2014 - 05.2023
- Oversee BSC team, which operates 24/7 to provide global support services and ensure timely help for all operational needs.
- Make important decisions regarding system performance issues. This means evaluating seriousness of each problem based on departmental SLAs and carefully following set procedures to ensure efficiency and reliability.
- Work closely with DCS Passenger Operations team to launch new stations, ensuring they are ready for both operations and technology. This includes coordinating terminal moves and conducting thorough tests to guarantee smooth transitions.
- Manage SABRE defects and fixes tracker. Keep detailed records of system issues to ensure they are resolved quickly, and improvements are made.
- Prepare and share monthly reports for BSC and DCS, giving stakeholders clear insights into performance and outcomes.
- Support various testing projects, such as PNRGOV, Elenium self-service kiosks, and US CBP biometric systems, to make sure all systems work well and meet regulatory standards.
- Update Maestro Local DCS database for airlines that fly to and from AUH, whether their operations are temporary or permanent. This includes coordinating with stakeholders like ADAC, SITA, UAE API Center, and other airlines, and ensuring processing and testing are done correctly.
- Manage Maestro Access Management by creating secure sign-in codes for all system users, which boosts security and improves operations.
- Perform regular activities to monitor On-Time Performance (OTP), protect data privacy, address upgrade issues, and conduct investigations to ensure compliance and maintain operational integrity.
- Create and share Business Solutions Bulletins and Standard Operating Procedures (SOPs), while also updating Altea Customer Management User Guide to reflect current procedures and best practices.
- Support Amadeus PSS Program by participating in testing during business rehearsals, overseeing transition at pilot station (MCT) during cutover, and playing key role in global cutover at command center to ensure everything goes smoothly.
- Performed thorough investigations into reported incidents, leading to accurate record-keeping.
Guest Service Agent
Etihad Airways
Abu Dhabi, United Arab Emirates
01.2008 - 01.2014
- Ensure outstanding customer experience for all passengers throughout check-in and boarding process.
- Develop effective strategies to address issues related to flight delays, cancellations, baggage weight, and travel complications, ensuring adherence to safety regulations.
- Responsible in ticket coupon reconciliation and ensures all boarded guests' coupons has been accounted.
- Improved overall guest satisfaction with attention to detail in all tasks.
- Resolved customer complaints with professionalism and patience.
- Provided high-quality customer service for enhanced guest experience.
- Enhanced guest satisfaction by providing prompt and courteous service.
Ground Handling Agent
Visayas Airport Services Corporation
Cebu, Philippines
01.2006 - 01.2007
- Ensure outstanding customer experience for all passengers throughout check-in and boarding process.
- Develop effective strategies to address issues related to flight delays, cancellations, baggage weight, and travel complications, ensuring adherence to safety regulations.
Education
Bachelor of Science - Airline Management
Indiana Aerospace University
01.2003 - 01.2006
High School Diploma -
St. Joseph's Academy
01.1995 - 01.1999
Elementary School -
St. Joseph's Academy
01.1989 - 01.1995
Skills
- Excel
- PowerPoint
- Tracking and monitoring
- Reporting
Languages
Filipino
Cebuano
English
Personal Information
Nationality: Filipino
Timeline
Operations Systems Specialist
Etihad Airways
06.2023 - 06.2025
Business Solutions Center Officer
Etihad Airways
01.2014 - 05.2023
Guest Service Agent
Etihad Airways
01.2008 - 01.2014
Ground Handling Agent
Visayas Airport Services Corporation
01.2006 - 01.2007
Bachelor of Science - Airline Management
Indiana Aerospace University
01.2003 - 01.2006
High School Diploma -
St. Joseph's Academy
01.1995 - 01.1999
Elementary School -
St. Joseph's Academy
01.1989 - 01.1995
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