April Faye Virtucio
Customer Service
Las Pinas CIty
Summary
Professional with strong background in passenger services, adept at managing customer interactions and resolving issues efficiently. Skilled in coordinating with team members to ensure seamless operations and consistently meeting service standards. Known for adaptability, clear communication, and focus on delivering positive outcomes. Excelled in optimizing operations and enhancing passenger satisfaction through innovative practices and effective team cross-training. Demonstrates strong organization and adaptability, ensuring seamless flight experiences for all passengers.
Overview
5
5
years of professional experience
Work History
Passenger Service Agent (Lead)
Philippine Airlines/MacroAsia Airport Services
02.2023 - 03.2025
- Responsible for checking-in passengers and making sure all passenger's' bags are tagged correctly
- Flight Controller which is responsible for communicating with all aspects necessary in flight departures.
- Customer Relations Officer who is responsible for answering emails, phone calls, maintaining flight records, etc. and is responsible for handling pax inquiries. As a CRO, we issue compensations to inconvenienced passenegrs and make sure that Flight Disruptions are well taken care of.
- Implemented best practices for handling special needs passengers, providing tailored assistance for a comfortable travel experience.
- Optimized resource allocation by cross-training team members, resulting in increased flexibility and reduced operational costs.
Passenegr Service Agent
Thai Airways/DNATA Inc.
10.2019 - 12.2021
- Handling Flights (Flight Controller) which coordinates with all aspects of flight operations( baggage, amp, gate, etc.); from pre-flight planning to real-time monitoring and support.
- Gate lead which ensure the smooth boarding and deplaining of all passenegrs.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Tagged baggage and routed to appropriate location for loading and screening.
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
Education
Bachelor of Science - Travel Management
University of Santo Tomas
Sampaloc, Manila, Philippines 04.2001 -
Skills
Customer service oriented
Detail-oriented
Flexible schedule
Works under pressure
Critical-Thinking
Problem-Solving
Ground operations
Strong organization
Adaptability
Timeline
Passenger Service Agent (Lead)
Philippine Airlines/MacroAsia Airport Services
02.2023 - 03.2025
Passenegr Service Agent
Thai Airways/DNATA Inc.
10.2019 - 12.2021
Bachelor of Science - Travel Management
University of Santo Tomas
04.2001 -
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