Marielle Joy Lacuata
Toronto,ON
Summary
Adept at navigating high-pressure environments, and excelled in customer service and complaint resolution at GTA Dnata, enhancing guest satisfaction through empathetic communication and effective problem-solving. My expertise in Amadeus and commitment to maintaining a positive attitude underpin the ability to adapt and thrive in dynamic settings, demonstrating a strong work ethic and responsibility.
Overview
9
9
years of professional experience
Work History
Customer Service Specialist | Lead/Flight Control
GTA Dnata
04.2022 - Current
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
- Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
- Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
- Assisted in maintaining an organized boarding area, providing clear instructions to passengers throughout the process.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Announced flight status updates and information about gate changes over PA system.
Guest Experience Leader | Cashier
McDonald's
06.2021 - 03.2022
- Active role in resolving guest complaints, leading to increased satisfaction scores and positive feedback from guests.
- Developed strong relationships with repeat guests, resulting in increased loyalty and return visits.
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Used POS system to enter orders, process payments and issue receipts.
Cashier
A&W
10.2018 - 02.2022
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Greeted customers entering store and responded promptly to customer needs.
- Taking food and beverage orders, maintaining customer satisfaction, and ensuring A&W quality products.
- Respond to customer complaints and take necessary actions to resolve the issue.
Concession Stand Attendant
Aramark
03.2016 - 07.2021
- Handled cash transactions accurately, ensuring proper change was given to customers.
- Enhanced customer satisfaction by providing efficient and friendly service at the concession stand.
- Managed time effectively during peak hours, prioritizing tasks to maintain excellent service levels for all guests.
- Collaborated with team members to ensure smooth operation of the concession stand during busy periods.
- Prepared food items according to established safety and hygiene standards, reducing risk of contamination or illness.
- Maintained high standards of customer service in high-volume, fast-paced operations.
Education
Flight Services: Operations & Cabin Management
Seneca College of Applied Arts And Technology
North York, ON04.2021
High School Diploma -
Loretto Abbey Catholic Secondary School
Toronto, ON06.2017
Skills
- Customer Service
- Good communication, listening, and decision skills
- Highly knowledgeable in Amadeus
- Positive attitude and behaviour
- Strong work ethic and have a sense of responsibility
- Adaptable and flexible
- Active Listening
- Complaint Handling
Timeline
Customer Service Specialist | Lead/Flight Control
GTA Dnata
04.2022 - Current
Guest Experience Leader | Cashier
McDonald's
06.2021 - 03.2022
Cashier
A&W
10.2018 - 02.2022
Concession Stand Attendant
Aramark
03.2016 - 07.2021
Flight Services: Operations & Cabin Management
Seneca College of Applied Arts And Technology
High School Diploma -
Loretto Abbey Catholic Secondary School
Similar Profiles
Jamal BacchusJamal Bacchus
Warehouse Agent at GTA DnataWarehouse Agent at GTA Dnata
Abishek Andrew MirandaAbishek Andrew Miranda
Ramp Coordinator at GTA DnataRamp Coordinator at GTA Dnata
Yanilette Mariz ReginaldoYanilette Mariz Reginaldo
Customer Service Specialist at GTA DnataCustomer Service Specialist at GTA Dnata