FAY SAGSAGAT
Taguig, Metro Manila
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Security Bank Corporation
09.2021 - Current
- ·Processed a average of 100 customer transactions per day, including deposits, withdrawals, and loan payments, with 100% accuracy and adherence to bank policies and procedures.
- · Identified and resolved customer issues and complaints in a timely and professional manner, resulting in a 95% customer satisfaction rating and positive feedback from management.
- ·Collaborated with team members to achieve monthly sales targets and provide exceptional service to customers.
- ·Assisted with training new tellers on policies and procedures.
Airline Reservation and Ticketing Agent
International Airline Services Asia
02.2021 - 08.2021
- Received a Monthly Top Sales Award and contributed to team success by meeting or exceeding monthly ticket sales targets consistently.
- Managed flight overbooking proactively, minimizing disruptions and maintaining customer satisfaction for KLM and Royal Dutch Airlines.
- Input customer reservations, payment sources, and contact details in GDS.
- Verified passenger documentation to ensure compliance with international travel requirements.
- Maintained accurate records of ticket sales, refunds, and exchanges using airline software systems.
Aircraft Load Controller
Macroasia Airport Services Corporation
08.2018 - 10.2020
- Ensured safe and efficient aircraft operations by conducting thorough pre-flight checks on both cargo and passengers.
- Collaborated with pilots and aircrew to address any in-flight issues, ensuring smooth operations during each flight mission.
- Reduced manual workload for ground crew through the development of optimized cargo placement procedures.
- Enhanced aircraft loading efficiency by implementing precise load planning and distribution techniques.
Passenger Service & Check-in Agent
Macroasia Airport Services Corporation
09.2015 - 10.2018
- Delivered Excellent Customer Service for both Philippine Airlines and Pal Express passengers.
- Monitored flight schedules closely, providing timely updates to passengers regarding potential delays or cancellations.
- Assisted passengers with special needs, ensuring comfortable and hassle-free travel experiences.
- Enhanced customer satisfaction by efficiently processing check-ins and issuing boarding passes.
- Contributed to increased revenue by promoting available seat upgrades and additional services at check-in counters.
- Verified passport and visa validity for international flights, adhering to strict immigration requirements and regulations.
- Trained new Check-in Agents on best practices in customer service delivery, fostering a positive work environment.
- Input customer reservations, payment sources, and contact details into Sabre system.
Education
Bachelor of Science - Tourism Management
Mariano Marcos State University
Batac City, Province Of Ilocos Norte, Philippines04.2015
Skills
- Issue and Complaint Resolution
- Customer Relations
- Customer Service
- Conflict Mediation
- Understanding Customer Needs
- Service standard compliance
Certification
Courses & Certificates
- Altea Customer Management System
- Altea Flight Management
- Integrated Passenger Handling Services Course
- Dangerous Goods Awareness (Cat 7,8,9,10)
- Air Carrier Access Act/US Disability Training
- Airside Safety Human Factors Training
- Ramp Handling
- Safety Management System
- Aviation Security Awareness
- Aircraft Marshalling
Timeline
Customer Service Specialist
Security Bank Corporation
09.2021 - Current
Airline Reservation and Ticketing Agent
International Airline Services Asia
02.2021 - 08.2021
Aircraft Load Controller
Macroasia Airport Services Corporation
08.2018 - 10.2020
Passenger Service & Check-in Agent
Macroasia Airport Services Corporation
09.2015 - 10.2018
Bachelor of Science - Tourism Management
Mariano Marcos State University
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