Summary
Overview
Work History
Education
Skills
Languages
Certification
Reading, writing, watching dramas
Timeline
Luisa Michael

Luisa Michael

Burnaby,BC

Summary

Dynamic professional with a proven track record in fostering strong client relationships and enhancing customer satisfaction, notably at Prulife UK.

Skilled in Amadeus ticketing and reservations, with a knack for problem-solving and exceptional communication. Achieved significant improvements in operational efficiency and client loyalty through innovative strategies and meticulous attention to detail.

Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

33
33
years of professional experience
8
8
Certification

Work History

Financial Advisor

Prulife UK
10.2013 - 07.2019
  • Built strong relationships with clients, fostering trust and loyalty in managing their financial portfolios.
  • Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
  • Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
  • Established new client relationships by conducting thorough needs assessments during initial consultations.

Ticketing and Reservations Supervisor

Qatar Airways
11.2003 - 10.2011
  • Fostered a culture of continuous improvement by encouraging open communication among team members regarding challenges faced or opportunities identified within the department.
  • Streamlined reservation processes for increased accuracy and reduced booking errors.
  • Maintained up-to-date knowledge of industry trends, adjusting strategies as needed to remain competitive within the market.
  • Enhanced communication between reservations team members by implementing regular meetings and updates.
  • Coordinated with sales teams to maximize group bookings, increasing overall revenue generation potential.
  • Conducted performance evaluations for staff, identifying areas of improvement and providing constructive feedback.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.

Customer Service Supervisor

Pilipinas Makro
07.2000 - 08.2001
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Created, prepared, and delivered reports to various departments.

Officer in Charge/Ticketing & Reservations Rep

Eva Airways
08.1995 - 02.1998
  • Improved overall unit efficiency by implementing streamlined processes and procedures.
  • Oversaw daily operations, ensuring smooth execution of tasks and timely completion of projects.
  • Maintained strict compliance with regulations, ensuring adherence to established policies and procedures.
  • Handled administrative requirements, maintained records and submitted operational reports.
  • Supported, assisted and guided the Reservations and Ticketing agent on any queries, involving day to day tasks and oversaw the administration of the office

Reservations/Sales Agent

GSA for KLM Royal Dutch Airlines
07.1992 - 02.1994


  • Answered incoming phone calls and addressed inquiries from passengers and travel agents.
  • Boosted customer satisfaction by efficiently managing reservation inquiries and accurately booking travel arrangements.
  • Maintained high-quality service standards by swiftly resolving passenger and Travel agent’s issues and addressing special requests.
  • Fostered customer loyalty by providing consistent follow-up after reservation completion, ensuring satisfaction and addressing any outstanding issues.
  • Provided customers with information about availability and pricing.
  • Prepared customer invoices, accepted payments, and processed refund and cancellation requests.

Customer/Sales Representative

GSA for American Airlines
07.1986 - 02.1991
  • Increased customer satisfaction by addressing and resolving issues promptly and professionally.
  • Provided after-sales support as needed, further strengthening relationships with travel agents and promoting the airline.
  • Performed day to day reservations and ticketing, including processing of refunds and MCO issuances.
  • Oversaw the administrative functions of the office in the absence of a local manager.

Education

Bachelor Of Education - Secondary Education

Saint Theresa’s College, Cebu City, Philippines
03.2003

Bachelor Of Science In Business Administration - Business Administration

University of San Carlos, Cebu City, Philippines
03.1985

Skills

  • Strong Client Relations/Customer Service
  • Familiarity with Insurance sales
  • Amadeus ticketing and reservations
  • Knowledge of airline policies and procedures
  • Excellent communication both oral and written
  • Have a good understanding of geography, airports, flight routes and flight connections
  • Problem solving experience , strong attention to detail, multitasking and time management skills

Languages

English
Professional Working
Pilipino
Native or Bilingual
Cebuano
Native or Bilingual
Tausug
Native or Bilingual

Certification

First Aid Training

Fraud Prevention

Professional Telephone Behavior

Basic Passenger Tariff

Amadeus Ticketing

Amadeus Supervisory Course

Amadeus E-ticketing Course

5-Star Leadership Program

Reading, writing, watching dramas

I enjoy reading,  writing and watching dramas during my spare time.  I love to walk for my regular exercise  specially when the weather is cool.

Timeline

Financial Advisor - Prulife UK
10.2013 - 07.2019
Ticketing and Reservations Supervisor - Qatar Airways
11.2003 - 10.2011
Customer Service Supervisor - Pilipinas Makro
07.2000 - 08.2001
Officer in Charge/Ticketing & Reservations Rep - Eva Airways
08.1995 - 02.1998
Reservations/Sales Agent - GSA for KLM Royal Dutch Airlines
07.1992 - 02.1994
Customer/Sales Representative - GSA for American Airlines
07.1986 - 02.1991
Saint Theresa’s College - Bachelor Of Education, Secondary Education
University of San Carlos - Bachelor Of Science In Business Administration, Business Administration

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Luisa Michael