Hernalyn Suba
Richmond,BC
Summary
Results-driven Customer Service Professional with expertise in communication, problem-solving, and fostering customer relationships. Proven ability to enhance satisfaction, resolve issues effectively, and drive loyalty. Skilled in improving team performance through collaboration and best practices. Committed to delivering exceptional service and operational excellence.
Overview
24
24
years of professional experience
Work History
Customer Service Agent
WestJet
YVR Airport, Canada
04.2024 - Current
- Oversaw aircraft preparation, contributing to on-time departure schedules.
- Helped passengers navigate airport services efficiently.
- Ensured guest safety and seamless operations.
- Generated higher revenue through strategic upselling of various supplementary offerings.
Passenger Service Agent
AeroMexico (via SAMSIC Assistance Canada)
YVR Airport, Canada
10.2022 - 02.2024
- Optimized boarding workflows for better operational speed.
- Streamlined handling of passenger requests, minimizing waiting periods.
- Maintained adherence to security protocols during travel document processing.
- Boosted sales by marketing seat upgrades.
Guest Service Agent
Etihad Airways
Abu Dhabi International Airport, UAE
11.2004 - 11.2020
- Managed customer issues compassionately, elevating satisfaction and repeat business.
- Provided aid to passengers with unique requirements, maintaining their comfort throughout the journey.
- Enhanced departure timeliness via streamlined gate operations.
- Generated revenue by upselling premium seat options, baggage services, and holiday packages.
Ticketing & Reservation Agent
Abdul Jalil Travel Agency (Cathay Pacific Airways)
Abu Dhabi, UAE
01.2001 - 08.2004
- Coordinated booking requests, adjustments to tickets, and client itineraries.
- Optimized sales performance by promoting additional travel services.
- Enhanced client loyalty through the prompt and precise resolution of inquiries.
- Offered personalized recommendations based on guest preferences.
Education
Post-Degree Diploma - Business and Project Management
Vancouver Community College
Vancouver, BC, Canada12.2023
Bachelor of Science - Tourism
Centro Escolar University
Manila, PhilippinesSkills
- Customer Service Excellence
- Exemplary work ethic
- Decision-making
- Customer focus
- Assertiveness
- Complaint handling
- English language proficiency
- Outstanding communication skills
- Team collaboration
- Task prioritization
- Active listening
- Payment processing
- Upselling and sales optimization
- Multitasking and organization
- Adaptability and flexibility
- Empathetic and genuine
- Microsoft Office Suite proficiency
- Project Management
References
Available upon request.
Timeline
Customer Service Agent
WestJet
04.2024 - Current
Passenger Service Agent
AeroMexico (via SAMSIC Assistance Canada)
10.2022 - 02.2024
Guest Service Agent
Etihad Airways
11.2004 - 11.2020
Ticketing & Reservation Agent
Abdul Jalil Travel Agency (Cathay Pacific Airways)
01.2001 - 08.2004
Post-Degree Diploma - Business and Project Management
Vancouver Community College
Bachelor of Science - Tourism
Centro Escolar University
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