ELAINE DEL ROSARIO
Palm Springs
Summary
Professional in passenger services with proven ability to enhance customer experiences and operational efficiency. Adept at managing teams, resolving conflicts, and adapting to dynamic environments. Strong focus on collaboration, communication, and achieving results. Skilled in problem-solving, staff training, and maintaining high standards of customer satisfaction and operational efficiency.
Overview
14
14
years of professional experience
Work History
Passenger Service Supervisor
ALLIANCE GROUND INTERNATIONAL (AGI)
09.2023 - Current
- Monitored security and maintained operational protocols.
- Oversaw ticketing, gate and ramp services.
- Streamlined boarding processes for a smoother travel experience, reducing wait times and increasing customer satisfaction.
- Coordinated timely departures by effectively communicating with gate agents, flight crews, and ground personnel.
- Ensured compliance with airline policies and procedures, maintaining safety standards throughout the terminal.
- Conducted thorough investigations into passenger complaints or incidents, implementing corrective actions when required to prevent future occurrences of similar situations.
- Maintained open communication channels between management and staff members to address concerns proactively before they impacted operations or customer experiences negatively.
- Resolved escalated customer issues in a professional manner, resulting in increased loyalty from satisfied clients.
- Trained and motivated employees to provide exceptional passenger care and support.
- Assisted passengers with special needs or requests, providing personalized attention to ensure their comfort during travel.
- Managed team member schedules and work assignments.
- Improved baggage handling efficiency through strategic planning and coordination between departments.
- Enhanced passenger satisfaction by efficiently managing daily operations and addressing customer concerns promptly.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Educated passengers on safety procedures and provided assistance to disabled passengers
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Provided exceptional customer service to passengers, addressing concerns and resolving issues.
- Tagged baggage and routed to appropriate location for loading and screening.
- Announced flight status updates and information about gate changes over PA system.
- Accountable for ensuring accurate weight and balance of the aircraft.
- Duties involve coordinating with Dispatch about weight and balance, making fuel level adjustments, confirming maintenance items, and documenting any discrepancies found before or after flight departure.
CUSTOMER SERVICE AGENT
ATS, AGI and Unifi Aviation Services
02.2020 - 09.2022
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Addressed customer account discrepancies and concerns.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Responded to customer requests for products, services, and company information.
- Provided excellent customer care by responding to requests, assisting with flight selection and handling booking.
- Cross-trained and provided backup support for organizational leadership.
FULFILLMENT ASSOCIATE
Amazon
01.2021 - 11.2021
- Sorting packages at the same time making sure the package is in good condition prior to load for quality assurance.
- Exceeded customer expectations by going above and beyond to ensure fast, accurate, and courteous service throughout the entire fulfillment process.
- Enhanced customer satisfaction by accurately fulfilling orders within tight deadlines.
- Boosted warehouse efficiency by consistently meeting or exceeding productivity goals for daily tasks.
- Contributed to a safe work environment by adhering to safety protocols and promptly addressing potential hazards.
- Reduced product damage rates through proper handling, storage, and packaging procedures.
- Increased on-time delivery rates by prioritizing urgent shipments and effectively managing workload distribution among team members.
- Followed safety protocols to minimize workplace accidents.
- Printed labels, packaged boxes, and loaded into outbound containers.
- Pulled orders quickly to maintain demanding productivity goals.
- Prepared and checked outbound shipments for accuracy.
- Safely and securely loaded items to prevent damage during transport.
- Operated equipment such as pallet jacks to move heavy boxes.
- Kept work areas neat, clean and free from debris.
SERVICE PERFORMANCE & REPORTING ASSOCIATE
Advance Outsourcing and Business Services, Inc
09.2017 - 04.2019
- Assist in the maintenance of service performance metrics, including catalogs, metric development and updates, performance reporting, dashboard management, benchmarking, and capacity planning.
- Report the activities for HR, Site and Contact Center Global Service functions.
- Assist in providing Data Driven insight and analysis.
- Support the development of service performance and reporting tools for new services in Johnson and Johnson Global Service HR.
- Assist in identifying areas for service performance improvement and recommend appropriate updates and changes in leadership.
- Communicates and interacts effectively with the team members; develops credibility and trusts mutually respective relationships with customers, supervisors, and team members.
- Interact and interface with customers, vendors, service providers, and other third parties as applicable in relation to the activities and dependencies of the role.
- Contribute positively to a sharing environment by documenting and sharing all relevant working experiences with issue relations for training future reference.
- Assigned to: Johnson & Johnson International (Singapore) Pte. Ltd.
TAX IMPROVEMENT RESOURCE
Advance Outsourcing and Business Services, Inc
07.2017 - 09.2017
- Directly communicating with the vendors in requesting BIR Form 2303
- Monitor email responses, update the monitoring file for the VM remediation
- Checking vendor invoices using SAP Lynx
- Checking vendor information using ARAVO
- Making an amendment request for every mismatched detail that we captured in their COR and in our system
- Directly Reporting with the manager and director
- Assigned to: Johnson & Johnson GS Manila
- Vendor Maintenance Remediation (2 months)
ACCOUNTS PAYABLE GOODS RECEIPT AND INVOICE RECEIPT ANALYST
Advance Outsourcing and Business Services, Inc
04.2017 - 06.2017
- Analyze PO and send kick off email
- Monitor email responses, check line-item status in the system and update monitoring logs.
- The monitoring log should be updated to indicate which line requires action from the AP Team or Lynx IT to clear any offsetting items, if applicable.
- Update log of non-respondents after a week of no-response from PO owner.
- Inform Team lead if there is any line item for write off. PO owner’s confirmations should be saved in Shared Drives.
- Assigned to: Johnson & Johnson GS Manila
On-The-Job Training Manufactures Life Insurance Co.(Phils),Inc.
Common Goal Tower Finance.Cor.Industry
04.2016 - 06.2016
- Payment and Receiving Documents
- Monitoring Agents
- Recording and Answering Telephone Calls
- File memos and other papers
- Preparing and Analyzing Proposal for the Client
Server
The Appenzeller Restaurant and Bar
04.2012 - 04.2013
- Conducted various job functions in a fast-paced environment with emphasis on customer service.
- Responsible for inventory management
- Food and Drink service
On-The-Job Training Agriculture Office
Municipal Office-City of Las Piñas
07.2011 - 08.2011
- Entertain interviews and record clients’ information
- File memos and other papers.
- Brought and follow-up papers to other offices.
- Encoded reports and other papers.
- Repacked seeds.
- Answer telephone calls
Education
Bachelor of Science - Accounting Technology
STI College
Las Piñas City01.2017
Certificate - Information Technology, Basic Programming, Visual Graphic Design NC II
Dr, Filemon C. Aguilar Information Technology Training Institute
01.2011
Skills
- With knowledge In Microsoft, Word, Excel, PowerPoint
- Competent in the field of graphic designing and capable of delivering quantity work
- Experienced with SAP, ARIBA, Taleo, and ARAVO systems
- Experience with southwest program ( Altea, Amadeus, Otis, Net Tracer, Ops Suite)
- Jet-bridge operator
- Problem-solving abilities
- Multitasking
- Reliability
- Active listening
- Staff training
- Fast Learner and can work under pressure
Languages
English
Timeline
Passenger Service Supervisor
ALLIANCE GROUND INTERNATIONAL (AGI)
09.2023 - Current
FULFILLMENT ASSOCIATE
Amazon
01.2021 - 11.2021
CUSTOMER SERVICE AGENT
ATS, AGI and Unifi Aviation Services
02.2020 - 09.2022
SERVICE PERFORMANCE & REPORTING ASSOCIATE
Advance Outsourcing and Business Services, Inc
09.2017 - 04.2019
TAX IMPROVEMENT RESOURCE
Advance Outsourcing and Business Services, Inc
07.2017 - 09.2017
ACCOUNTS PAYABLE GOODS RECEIPT AND INVOICE RECEIPT ANALYST
Advance Outsourcing and Business Services, Inc
04.2017 - 06.2017
On-The-Job Training Manufactures Life Insurance Co.(Phils),Inc.
Common Goal Tower Finance.Cor.Industry
04.2016 - 06.2016
Server
The Appenzeller Restaurant and Bar
04.2012 - 04.2013
On-The-Job Training Agriculture Office
Municipal Office-City of Las Piñas
07.2011 - 08.2011
Bachelor of Science - Accounting Technology
STI College
Certificate - Information Technology, Basic Programming, Visual Graphic Design NC II
Dr, Filemon C. Aguilar Information Technology Training Institute
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