Jobelle Lopez
Burnaby,BC
Summary
Results-driven professional with a strong background in Human Resource Management, Hospitality Management, and Organizational Management. Post-degree diploma in Human Resource Management and a bachelor\'s degree in Hospitality Management. Unique blend of skills and knowledge. Excellent customer service skills and critical thinking abilities. Able to effectively analyze complex situations and provide innovative solutions. Good communication skills and strong interpersonal abilities. Excel in building relationships and collaborating with diverse teams. Strong leadership skills combined with a detail-oriented approach to successfully manage projects and drive positive outcomes.
Customer service professional with extensive experience managing support teams and improving operational efficiency. Recognized for promoting team collaboration and achieving results. Consistently adaptable to changing needs and skilled in conflict resolution and staff training.
Overview
15
15
years of professional experience
Work History
Customer Service Supervisor
JetBlue Airlines / GAT
09.2024 - Current
- Monitoring and responsibility for the safe and efficient operation of all airline ground support equipment
- Reporting discrepancies that may exist both functional and mechanical on the ground support equipment
- Coordinating between each assigned carrier to ensure that service for cargo and baggage meets the needs of the carrier to ensure on-time schedules are met
- Responsible for equipment and ensuring its safe and efficient operating status
- Confer with other supervisors and managers to coordinate activities with other departments
- Determining manpower requirements; ensuring disciplinary procedures are conducted in a fair, timely, and consistent manner
- Ability to comply with attendance/tardiness standards
- Able to perform under pressure and within fixed time constraints
- Read and interpret aircraft weight and balance loading instructions, hazardous materials identification labels, aircraft loading manifest, and baggage routing tags
- Follows and complies with all federal, state, municipal, airport authority, and carrier rules and regulations
- Ensure crews are being briefed before flights on positions to take and how flight will work
- Responsible for supervising all functions of the airline customer service operations, which include, but are not limited to: auditing flight paperwork to ensure compliance, complete personnel evaluations on leads and trainers
- Other duties as assigned
Customer Service Lead Relief
JetBlue Airlines / GAT
08.2024 - Current
- Ensures CSAs are in Personal Protective Equipment (PPE) and ready to perform duties
- Provides input on operational improvements and efficiencies
- Addresses security related issues to Manager, is responsible for meetings
- Able to perform under pressure and within fixed time constraints
- Ensure CSAs are adhering to our uniform standards
- Able to greet and assist all customers in a prompt, friendly, and courteous manner over the phone and in person
- Must be able to announce both incoming and outbound flights
- Handle cash, credit cards, and personal check transactions with accuracy and properly account for all collections and conduct the appropriate airline close out procedures
- Accept and process checked baggage weighing up to 100 lbs
- And placed on conveyor belts
- Use airline computer systems to provide flight arrival and departure information, ticketing and flight boarding documents, lost or damaged baggage documentation, and cargo tracking information
- Able to stand and work in one location for up to four hours at a time
- Reports operational feedback for flight delays and performance to Manager
- Work with Supervisors and other leaders on staffing, supporting regular and irregular operations, and may provide training to Customer Service Agents as necessary
Customer Service Agent
JetBlue Airlines / GAT
06.2023 - 08.2024
- Check-In - Supporting or assisting guests at check-in including, assisting with baggage, checking required ID and travel document verifications
- Physical work - Lifting luggage of up to 50lbs and other objects onto baggage belts, standing for long periods of time and many other physical tasks
- Sales - Selling fares & handling payments (Including Visa, MasterCard, and Debit)
- Special services - Assisting guests that require extra assistance (e.g., guests with reduced mobility or unaccompanied minors)
- Gate Operations - Deplaning and boarding guests in a time pressure situation, making public announcements, driving jet bridges/setting up air stairs
- Troubleshooting concerns – Assisting guests with itinerary changes, supporting guests with disrupted flights as well as delayed and damaged baggage
- Providing a safe and positive airport experience for our guests traveling through our airports
Guest Experience Representative
Vancouver Airport Authority
02.2024 - 06.2024
- Proactively engage guests and look for ways to support and assist that will ensure every guest has a remarkable travel experience at YVR
- Support all aspects of the passenger journey at YVR including the arrivals, departures, and connections processes, advising and directing guests through appropriate airport process when arriving or connecting
- Provide support and assistance for people with a disability
- Assist the Airport Operations team with way-finding, queue management and facilitating the efficient flow of guests at the direction of Supervisors, Terminal Duty Officers and/or Airport Operations Managers
Card Inspector
Evolution Americas
08.2023 - 04.2024
- Work within your own team to produce the required results and to meet company targets respecting deadlines
- Inspect a set number of boxes per day, with precision and accuracy
- Spot errors and defects in cards and follow the proper procedure for replacing or removing
- Inform the manager about any type of incident
- Set up card boxes for card change procedures
- Strong record-keeping
CEO/ Owner
Yummum Gourmet Homemade Food Retailing
07.2020 - 04.2023
- Manages the day-to-day tasks of a company by formulating and implementing strategic plans
- Creates plans to enhance support for existing customers, boost sales and increase profitability
- Helps to make sure that customers' issues are addressed and that they are receiving efficient professional service
- Cooking food tray orders; Baking bread and pastries
Medical Office Assistant
Divine Heart Medical Service and Development Cooperative Hospital
05.2017 - 04.2020
- Greet and check-in patients, ensuring a positive and welcoming experience, Cleaned and Sanitized work areas, utensils and equipment
- Schedule appointments and manage the office calendar
- Answer phone calls and respond to inquiries or direct them to the appropriate staff member
- Maintain patient records and update electronic medical records
- Coordinate referrals to specialists and follow-up appointments
- Assist with insurance verification and billing processes
Financial Advisor (LLOYDS BANK, UK) (Call Center)
Concentrix
02.2016 - 04.2017
- Recognized the demands of clients' finances and addressed their questions and problems
- Learned about the clients' spending habits, income, insurance coverage, financial goals, and tax situation
- Helped clients achieve their financial objectives by providing guidance in areas such as insurance, investment Planning, cash management, etc
- Communicate with clients to learn about their needs and help them achieve their goals
- Provide professional advice and education with an ability to address complex credit and investment needs, concerning both personal and business needs
- Collaborate with market-leading professionals in financial planning, retirement planning, mortgages, and business banking experts to ensure clients receive customized and targeted expert advice
- Leverage technology to deliver on client experience and drive sales and retention
- Proactively take ownership of resolving and preventing client’s banking problems
- Implement contact and relationship building strategies, and support new client acquisition in local community
- Educate clients of the features and benefits Lloyd's Bank products and services offer, and help clients with digital banking including mobile, ATM, and online banking
HR Associate (Talent Acquisition)
Transcom Worldwide Philippines
02.2013 - 03.2016
- Responsible for keeping track of applications, resumes, and other HR documentation
- Made calls to previous employers to confirm a candidate's claims
- Conduct initial interview for eligible applicants
- Maintains manager and employee confidence by keeping human resources information confidential
- Proactively source candidates through various channels, including job boards, social media platforms, professional networks, and employee referrals.
- Use innovative sourcing strategies to identify passive candidates.
- Support Talent Acquisition Advisors with resume review and shortlisting from current job postings
Research and Administrative Assistant Officer
LLKP Global Trading and General Services Corp.
03.2013 - 08.2014
- Produced reports, transcribed meeting minutes, made presentations and did research using a computer
- Kept all phone, email, and postal correspondence cordial and businesslike always
- Took care of the paperwork, making reports and presentations, preparing for meetings, and restocking office supplies are all examples of office work
Supervisor, Customer Service Representative (Call Center)
Convergys Philippines
07.2011 - 02.2013
- Maintained a positive, compassionate, and professional attitude toward clients
- Handled client concerns in a timely manner, offering viable solutions
- Kept high levels of client contentment and offered expert assistance to those in need
- Identifies operational problems and promptly notifies the road crew
- Develops training materials and provides training & orientation to staff
- Manages and supervises a team of call centre representatives, providing guidance and support as needed
- Supporting manager in process implementation
- Reviews and sends timecards to Manager
Customer Service Representative (Call Center)
APAC Customer Service Inc.
05.2010 - 06.2011
- Helped clients by answering their questions about products and services and addressing issues related to those products and services
- Resolved issues with products or services by understanding the customer's complaint, identifying its root cause, choosing, and explaining the most appropriate solution, and facilitating its implementation
- Collected and analyzed client data to produce product or service reports
Education
Bachelor of Science - Hospitality Management
Our Lady of Lourdes Technological College Inc.
Post-Degree Diploma - Human Resources Management
Douglas College
New Westminster, BCCertificate in Bread and Pastry Production -
Technical Education And Skills Development Authority
10.2022
Certificate in Science and Cooking - From Haute Cuisine to Soft Matter Science (Chemistry)
HarvardX
10.2020
Skills
- Analytical Problem-Solving
- Organizational Time Management
- Service Excellence
- Strong Organizational Skills
- Handling escalations
- Complaint handling
- Goal setting
- Call center operations
- Sales proficiency
- Compassionate Support
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Team coaching
- Upselling techniques
- Strong Detail Orientation
- Task Prioritization
- Collaborative Leadership
- Problem-solving
- Customer Engagement
- Multitasking and organization
- Time management
- Collaborative Team Leadership
- Strategic Decision-Making
- Client Relationship Management
- Positive and constructive feedback
- Work prioritization
- MS office
- Sales support
- Work Performance Review
- Goal attainment
- Data entry
- Employee supervision
- Handling complaints
- Coaching and mentoring
- Customer service management
- Staff scheduling
- Support services
- Documentation and recordkeeping
Languages
English
Full Professional
Business Partner of the month
Stepping up into a leadership position during critical times, assisting during IROP's by coming in and staying late to ensure excellent customer service. For Selling most number of Business Class upgrade within the first month of operation.
Timeline
Customer Service Supervisor
JetBlue Airlines / GAT
09.2024 - Current
Customer Service Lead Relief
JetBlue Airlines / GAT
08.2024 - Current
Guest Experience Representative
Vancouver Airport Authority
02.2024 - 06.2024
Card Inspector
Evolution Americas
08.2023 - 04.2024
Customer Service Agent
JetBlue Airlines / GAT
06.2023 - 08.2024
CEO/ Owner
Yummum Gourmet Homemade Food Retailing
07.2020 - 04.2023
Medical Office Assistant
Divine Heart Medical Service and Development Cooperative Hospital
05.2017 - 04.2020
Financial Advisor (LLOYDS BANK, UK) (Call Center)
Concentrix
02.2016 - 04.2017
Research and Administrative Assistant Officer
LLKP Global Trading and General Services Corp.
03.2013 - 08.2014
HR Associate (Talent Acquisition)
Transcom Worldwide Philippines
02.2013 - 03.2016
Supervisor, Customer Service Representative (Call Center)
Convergys Philippines
07.2011 - 02.2013
Customer Service Representative (Call Center)
APAC Customer Service Inc.
05.2010 - 06.2011
Certificate in Science and Cooking - From Haute Cuisine to Soft Matter Science (Chemistry)
HarvardX
Bachelor of Science - Hospitality Management
Our Lady of Lourdes Technological College Inc.
Post-Degree Diploma - Human Resources Management
Douglas College
Certificate in Bread and Pastry Production -
Technical Education And Skills Development Authority
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