Giabelle Peralta Dela Cruz

• Managed regional operations on Customer relations across the AirAsia Group
• Handled Client Support and Non-Airline Unit of Operation
• Client Support - Supports Travel Agencies' post-booking inquiries
• Non-Airline - Support pre- and post-booking inquiries under the AirAsia MOVE Application that caters to other airline bookings.
• Managed customer-related concerns of Philippines AirAsia
• Passenger complaints
• Passenger Handling due to Flight Disruptions
• Handles Regulatory Complaints, such as from the Civil Aviation Board
• Handles initial assessment or investigation of any legal complaints
• Spearhead service innovation, integrating automation and analytics to improve customer experience and reduce handling time
• Provided strategic direction on guest recovery, voice-of-customer programs, and service SLAs
• Managed and cross-report analysis on Net Promoter Score for Philippines AirAsia

Summary of my Professional Expertise from 2002 to 2025

Companies: Asian Spirit, AirAsia Zest, and Philippines AirAsia

• Call Center Operations & Leadership: Proven expertise in managing call center operations, including both in-house teams and third-party service providers. Demonstrated proficiency in establishing and institutionalizing Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to drive consistent service quality and performance outcomes.
• Live Chat & Web-Based Customer Support: Extensive experience leading live chat and digital customer service operations for AirAsia across multiple regions, including Malaysia, Indonesia, the Philippines, Thailand, China, Korea, and Japan. Recognized for streamlining regional support processes and enhancing customer engagement across digital platforms.
• Airline Customer Experience Management: Comprehensive understanding of the end-to-end airline customer journey—from booking and reservations to ground operations (check-in, boarding, baggage handling, and disruption management), inflight services (Cabin Crew SOPs, protocols, and onboard service delivery), and post-travel customer care.
• A certified internal auditor with AITA Certification on Airline Standard Operating Procedures; this covers Airline Operations from Ground Services, Cabin Services, Baggage Handling from Ramp Services, and Passenger Handling.
• B2C Service & OTA Expertise: Skilled in managing B2C customer relations, particularly in online travel agency (OTA) platforms. Experienced in handling complex booking inquiries, policy clarifications, refund processes, and aligning business requirements with airline standards and customer expectations.
• OTA (AirAsia MOVE) Customer Service Implementation: Spearheaded the integration and management of customer service functions for AirAsia MOVE, supporting both guest and supplier-side transactions—developed and implemented streamlined processes to manage supplier bookings and ensure alignment with service KPIs and performance benchmarks.