Summary
Overview
Work History
Education
Skills
Certification
Volunteer Experience
Interests
Timeline
Generic

Shainne Guevarra

Etobicoke,ON

Summary

Passenger Service Agent professional with 3 years of progressive experience in the field by providing high-quality customer service. Skilled at managing passenger check-ins and boarding, responding to inquiries about flight schedules and fares, and handling complaints or emergencies with calm professionalism. Have improved customer satisfaction ratings in previous roles by maintaining positive attitude under pressure.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Passenger Service Agent (Flair Airlines)

Menzies Aviation
03.2021 - Current
  • Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
  • Trained new passenger service agents on company policies, procedures, and best practices.
  • 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.
  • Efficiently verifying documentation before boarding flights.
  • Contributed to the achievement of on-time departure goals through efficient gate management processes.
  • Demonstrated adaptability by adjusting quickly to changes in flight schedules or gate assignments.
  • Rescheduled flights, and assisted passengers with alternative travel arrangements.

Customer Service Representative

Teleperformance Canada
07.2021 - 10.2021
  • 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.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Investigated and resolved accounting, service and delivery concerns.
  • Responded to customer requests for products, services, and company information.

Reservation (400hrs On-the-job Training)

International Travel and Tours
09.2017 - 12.2017
  • Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
  • 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.

Receptionist (400hrs On-the-job Training)

Harvey's and Harrah's Hotel and Casino
03.2017 - 06.2017
  • 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, emails, and walk-in guest.

Education

Diploma - Global Hospitality & Business Management

Conestoga College
Waterloo, ON
12.2020

Certificate - Philippine Airlines

International Cabin Crew Training School
Philippines
06.2018

Bachelor's Degree - Tourism Management

STI College Balagtas
Philippines
03.2018

Skills

  • Passenger Assistance
  • Baggage handling
  • Check-in and Boarding gate procedures
  • Strong Organization
  • Emergency Procedures
  • Embody professionalism through service leadership in the aviation industry
  • Outstanding customer service, communication, and interpersonal skills
  • 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

Certification

  • Personality Development
  • Flight Attendant Servicing -TESDA Registered
  • Smart Serve Certification
  • Standard First Aid CPR/AED Level C


Volunteer Experience

  • Organized an event regarding the Current Status of World Tourism Industry, Basic Passenger Handling, and Tour Guiding Techniques.
  • Worked at old age homes.

Interests

Attending seminars in related to aviation

Learning foreign languages

Microsoft Office applications

Timeline

Customer Service Representative

Teleperformance Canada
07.2021 - 10.2021

Passenger Service Agent (Flair Airlines)

Menzies Aviation
03.2021 - Current

Reservation (400hrs On-the-job Training)

International Travel and Tours
09.2017 - 12.2017

Receptionist (400hrs On-the-job Training)

Harvey's and Harrah's Hotel and Casino
03.2017 - 06.2017

Diploma - Global Hospitality & Business Management

Conestoga College

Certificate - Philippine Airlines

International Cabin Crew Training School

Bachelor's Degree - Tourism Management

STI College Balagtas

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Shainne Guevarra