Rochelle Sevillena
Mississauga,ON
Summary
Experienced Airline Passenger Service Lead with 6 years of progressive experience in delivering exceptional customer service and managing key airport operations, including check-ins, boarding, and handling inquiries. Known for maintaining a calm and professional demeanor in high-pressure situations, especially during customer complaints or emergencies. Proven ability to lead teams effectively, ensuring smooth operations while enhancing customer satisfaction. Customer service and operations leader with 10+ years of experience across aviation and hospitality industries. Skilled in team leadership, passenger/guest experience, and operational excellence with proven success in training, mentoring, and empowering high-performing teams. Adept at managing large-scale operations, driving on-time performance, and ensuring compliance with safety, service, and brand standards. Recognized for data-driven decision-making, problem-solving under pressure, and delivering consistent customer satisfaction.
Overview
15
15
years of professional experience
Work History
Store Supervisor
Louisiana Popeyes Kitchen
Toronto, ON
01.2024 - Current
- - Trained, coached, and developed team members to foster engagement and improve service delivery.
- - Supervised product preparation, sanitation, and compliance with food safety regulations.
- - Managed P&L performance, inventory control, and forecasting to achieve financial goals.
- - Enhanced guest experience by resolving concerns quickly and effectively.
- - Built community relationships through local marketing initiatives to increase sales and visibility.
Customer Service & Airport Operations Lead
Swissport | Sunwing Airlines
Toronto, ON
01.2019 - 01.2024
- - Oversaw check-in, boarding, and departure procedures to maintain on-time performance.
- - Managed staff scheduling, resource allocation, and manpower planning during high-traffic operations.
- - Supported disruption management (delays, cancellations, denied boardings) with professional service recovery.
- - Delivered staff training and mentorship, building stronger operational compliance and teamwork.
- - Produced analytical reports and tracked KPIs to reduce controllable delays and improve efficiency.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Led on-site training and demonstrated key operational procedures, and best practices to new staff.
- Resolved passenger issues with empathetic communication while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Contributed to the achievement of on-time departure goals through efficient gate management processes.
- Maintained professionalism and empathy while resolving travel disruptions, flight changes, and passenger concerns.
- Rescheduled flights, and assisted passengers with alternative travel arrangements.
- Collaborated with ground crew to facilitate smooth aircraft turnaround operations and minimize delays.
Ramp Dispatcher & Flight Control Supervisor
Philippine Airlines
Manila, Philippines
01.2015 - 01.2018
- - Directed ramp teams and coordinated ground handling activities to meet service SLAs.
- - Prepared weight and balance sheets with precision to ensure safety compliance.
- - Collaborated with passenger services, engineering, and technical teams to avoid disruptions.
- - Enforced safety standards and PPE compliance, reducing incidents and ensuring operational readiness.
Customer Service Representative
Teleperformance Philippines
Philippines
07.2010 - 12.2011
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Investigated and resolved accounting, service and delivery concerns.
- Guided customers in navigating websites and online services, improving digital accessibility.
Education
Certificate - Business Management
High School Diploma - undefined
Diploma - Ground Handling & Airport Operations
Diploma - Ramp Handling
Diploma - Aviation Studies
Diploma - Fares & Ticketing
Skills
- Airline Systems: CRIS, Departure Control & Reservation Systems, WASLA, World Tracer, RAPID, Opera, KIS, Apolo, LIDO, Netline, Communicator, Quantum, Smart Suite, BTRS, Airline Choice, GoNow
- Hospitality/Operations Tools: POS Systems, MS Office, Amelia
- Strengths: Reporting & Analytics, Customer Service Platforms, Communication Tools
- Customer service
- Multitasking and organization
- Operations management
- Problem-solving
- Documentation and reporting
- Team building and leadership
- Flexible schedule
- Friendly and positive
- Policies and procedures
- Team leadership
- Shift scheduling
- Team development
- Work Planning and Prioritization
Languages
English
Professional Working
INTERESTS
Attending seminars in related to aviation, Learning foreign languages, Travel & Cultural exchange
Core Competencies
- Team Leadership, Coaching & Mentorship
- Passenger & Guest Experience Strategy
- Airport & Ramp Operations | Weight & Balance
- P&L Analysis | Inventory & Cost Control
- Root Cause Analysis & Service Recovery
- Safety, Security & Compliance
- Cross-Functional Collaboration
- Data Analytics & Performance Reporting
HIGHLIGHTS OF QUALIFICATION
- Job-related experience in customer Service
- Strong Organization
- Embody professionalism through service leadership in the aviation Industry to ensure customer Satisfaction at every step of their Journey
- Outstanding customer service, Communication, and professional Manner at the ticket counter and boarding gate.
- Multi-tasking and management skills, With the ability to prioritize task.
- Performance Improvements
- Proven to work collaboratively with Diverse groups environment, Extremely dedicated, organized and A team oriented individual.
Education & Certifications
- INTERNATIONAL TRAVEL AND TOURS
- Reservation/Customer Service Front Desk (400hrs On-the-job Training)
- Crown Regency Hotel Davao City, Philippines
- April/2013- July/2013
- Supported staff members in their daily tasks.
- Gained valuable experience working within specific industry, applying learned concepts directly into relevant work situations.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
- 2GO Travel Cruise, Philippines
- Receptionist (400hrs On-the-job Training)
- Manila – Cebu Bound
- March/2014– June/2014
- Greeted incoming guest and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed booking, communicated with guest, and updated guest records.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls and walk-in guest.
AVAILABILITY
- Flexibility to support 24/7 operation, relocation and adapt rosters
- Changes / Available for immediate start
Timeline
Store Supervisor
Louisiana Popeyes Kitchen
01.2024 - Current
Customer Service & Airport Operations Lead
Swissport | Sunwing Airlines
01.2019 - 01.2024
Ramp Dispatcher & Flight Control Supervisor
Philippine Airlines
01.2015 - 01.2018
Customer Service Representative
Teleperformance Philippines
07.2010 - 12.2011