Rocky Vincent Cuevas
St. John's,NL
Summary
Knowledgeable and dedicated professional with extensive experience. Solid team
player with an outgoing, positive demeanor and proven skills in establishing rapport
with clients. Motivated to maintain guest satisfaction and contribute to company
success. Specialize in quality, speed, and process optimization. Articulate, energetic,
and results-oriented with an exemplary passion for developing relationships, cultivating
partnerships, and growing businesses.
Overview
7
7
years of professional experience
Work History
Pre-board Screening Officer
GardaWorld Aviation
06.2024 - Current
- Reduced risk of prohibited items entering secure areas through meticulous inspections.
- Maintained compliance with CATSA regulations, ensuring adherence to strict security protocols.
- Assisted passengers with disabilities or special needs, ensuring their comfort and safety throughout the screening process.
- Adhered strictly to confidentiality guidelines when handling sensitive information about passengers or incidents that occurred during screenings.
- Participated in ongoing training sessions, staying up-to-date on the latest transportation security procedures and technologies.
- Prevented unauthorized access to secure areas by verifying credentials for airport personnel and contractors.
- Utilized analytical skills effectively while reviewing x-ray images, accurately detecting any possible threat objects or discrepancies.
- Improved overall safety with effective communication and collaboration among team members.
- Operated x-ray machines, hand wands, and advanced imaging technology to conduct screening of passengers and baggage.
- Used explosive detection machines and chemical swab systems to identify potential hazards.
- Developed and maintained positive rapport with passengers and other airport personnel.
- Manually screened passengers unable to pass through metal detectors or who triggered alarms.
- Authenticated boarding passes, identification, and passports to prevent fraudulent travel.
Food and Beverage Associate
Kenny’s Pond Retirement Home
08.2023 - 12.2024
- Ensured all service areas were consistently well-stocked, clean, and properly organized to meet the demands of peak dining periods.
- Collaborated with team members to ensure smooth operations during peak hours, minimizing wait times for guests.
- Maintained strict adherence to food safety guidelines, ensuring a safe dining environment for all guests.
- Participated in regular team meetings focused on refining service strategies.
- Facilitated communication between front-of-house staff and kitchen personnel, ensuring timely delivery of orders without compromising quality or presentation standards.
- Trained new staff members on company policies and procedures.
- Cleared area, cleaned and wiped tables and chairs to remove residue and comply with hygiene standards.
- Collaborated with other food and beverage attendants to provide prompt, smooth and excellent service.
- Assisted with setup and breakdown of events, banquets and parties to comply with logistics.
- Followed safety and sanitation policies while handling food and beverages to uphold proper health standards.
- Observed diners to respond to additional requests and determine when meal completed.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
Food Counter Attendant
(Tim Hortons) Startastic Ventures Inc.
01.2023 - 07.2024
- Enhanced customer satisfaction by providing efficient and friendly service at the food counter.
- Prepared fresh and appetizing food items in accordance with established recipes and guidelines.
- Followed strict sanitation procedures to maintain a safe and hygienic foodservice environment.
- Displayed strong multitasking abilities while managing multiple orders simultaneously during busy periods without compromising quality or efficiency.
- Assisted in inventory management, ensuring adequate stock levels to meet customer demand.
- Supported catering orders, coordinating with kitchen staff to ensure timely preparation and delivery.
- Promoted special menu items, resulting in increased sales of featured dishes.
- Collaborated with fellow team members to provide seamless service during peak hours.
- Handled cash transactions accurately, contributing to overall financial accountability.
- Processed sales transactions using POS system.
- Utilized strong communication skills to relay complex orders effectively between front-of-house staff and kitchen personnel.
- Answered customer questions about food and beverage items and assisted with menu selections.
- Operated dishwashers and other kitchen equipment according to safety guidelines.
Operations Assistant
Australia United
10.2022 - 01.2023
- Remote work.
- Solved problems timely and effectively, ensuring customer satisfaction.
- Provided administrative support with accurate document preparation and data entry.
- Contributed to development of operational procedures to improve efficiency and accuracy.
- Assisted in the development of standard operating procedures to maintain consistency and accuracy across all tasks.
- Collaborated with cross-functional teams to achieve project goals within specified timelines.
- Improved customer satisfaction by promptly resolving issues and answering inquiries via phone, e-mail interactions.
- Supported financial operations by processing invoices and payments, maintaining accurate budget records.
- Streamlined customer service processes, allowing for quicker resolution of queries and complaints.
- Directed automation of office procedures such as correspondence management, record-keeping and online communications.
- Performed wide-ranging administrative, financial and service-related functions.
Customer Service Representative
Teleperformance Cebu IT Park
04.2021 - 09.2022
- Operates with one of the biggest banks in America.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Participated in training programs to enhance product knowledge and customer service skills.
- Met customer call guidelines for service levels, handle time and productivity.
- Increased efficiency and team productivity by promoting operational best practices.
Customer Relations Officer
Macroasia Airport Services
04.2018 - 08.2021
- Operates with the airline client namely Philippine Airlines Inc.
- Assists in flight operations.
- Presides flight briefing before flight operations.
- Authorizes all official papers during flight disruptions or compensation.
- Reissues tickets to passengers who miss their onward flight.
- Process non-ticketed passengers.
- Assists check-in agents to verify all valid travel documents including Electronic Travel Authorization (ETA) and Electronic System for Travel Authorization (ESTA).
- Assists in boarding and arrival of passengers.
- Facilitates the provision of accommodation and transportation to passengers with re-routed or canceled flights.
- Facilitates the provision of meals to the passengers.
- Filing and providing certificates to flight-disrupted passengers.
- Assists in repatriations of excluded passengers.
- Do check-in and boarding announcements.
- Assists in finance and administrative work.
- Provides excellent customer service to passengers.
Education
Bachelor In Hotel, Restaurant & Tourism Management - Hospitality And Tourism Management
Southern Leyte State University
Sogod, Southern Leyte04.2018
Skills
- First aid training
- Security protocols
- Customer service and assistance
- Integrity and honesty
- Customer relations skills
- Behavioral observations
- Team development
- Policy enforcement
- Customer service
- Time management
- Multitasking Abilities
- Adaptability
- Operations management
- Object identification
- Attention to detail
- Organizational skills
Languages
English
Native or Bilingual
Japanese
Professional Working
Timeline
Pre-board Screening Officer
GardaWorld Aviation
06.2024 - Current
Food and Beverage Associate
Kenny’s Pond Retirement Home
08.2023 - 12.2024
Food Counter Attendant
(Tim Hortons) Startastic Ventures Inc.
01.2023 - 07.2024
Operations Assistant
Australia United
10.2022 - 01.2023
Customer Service Representative
Teleperformance Cebu IT Park
04.2021 - 09.2022
Customer Relations Officer
Macroasia Airport Services
04.2018 - 08.2021
Bachelor In Hotel, Restaurant & Tourism Management - Hospitality And Tourism Management
Southern Leyte State University
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