Jhon Lyndon R. Villacencio
Tal-ot Barili, Cebu
Summary
Adept at enhancing customer experiences and resolving issues, I leveraged my expertise in complaint handling and passenger assistance at Dnata. My proactive approach and dedication to guest relations significantly improved service delivery, demonstrating my ability to thrive in high-pressure environments and support team cohesion.
Overview
1
1
year of professional experience
Work History
Customer Service Agent
Dnata
2023.07 - 2024.07
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Safeguarded sensitive passenger information by maintaining strict confidentiality standards at all times.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Increased overall efficiency by cross-training in various roles within the airport terminal operations team.
Lost Luggage Agent
Dnata
2023.07 - 2024.07
- Coordinated with airline staff to ensure timely delivery of luggage to designated flights.
- Provided exceptional customer service, addressing passenger concerns professionally and courteously.
- Resolved lost luggage issues promptly, minimizing passenger distress and inconvenience.
- Adhered to strict confidentiality guidelines while handling sensitive passenger information.
- Conducted regular audits of stored items to ensure compliance with airline regulations and safety standards.
- Facilitated clear communication between passengers, airlines, and ground staff for seamless service delivery.
- Managed high-volume periods effectively by prioritizing tasks based on urgency and resource availability.
- Greeted arriving guests and assisted with luggage, sports equipment and pets.
- Utilized advanced software systems for tracking luggage movement, enhancing overall productivity levels.
- Supported team members during peak hours, fostering a cohesive work environment focused on customer satisfaction.
Education
Bachelor of Science - Tourism Management
Cebu Technological University
Cebu City, Province Of Cebu, Philippines 2001.04 -
Skills
Customer Service
Complaint Handling
Passenger Assistance
Airline industry knowledge
Guest Relations
Guest Services
Baggage handling
Ground Operations
Travel documentation
Languages
English
Bilingual or Proficient (C2)
Character References
- RAYMUNDO T. HICARTE
Airport Services Manager
Emirates – Cebu
Terminal 2, Mactan Cebu Int’l Airport Lapu-Lapu City, Cebu
+63 949 884 5167
raymundo.hicarte@emirates.com
- KATRINA CECILIA D. CORDOVA
Airport Services Officer
Emirates – Cebu
Terminal 2, Mactan Cebu Int’l Airport Lapu-Lapu City, Cebu
+63 917 570 3388 / +63 919 071 3852
katrinacecilia.cordova@emirates.com
- ENRIZALYN VITOR
Airport Services Agent
Starlux Airlines
+639388809035
Timeline
Customer Service Agent
Dnata
2023.07 - 2024.07
Lost Luggage Agent
Dnata
2023.07 - 2024.07
Bachelor of Science - Tourism Management
Cebu Technological University
2001.04 -
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