Summary
Overview
Work History
Education
Skills
References
Training
Certification
Timeline
Generic
CHERRYGEL ORTIZ

CHERRYGEL ORTIZ

Doha

Summary

Focused and versatile professional with undeniable talents in customer service. Multi-tasker dedicated to customer service and engagement. Works great under pressure. Im inquisitive in knowing new skills that would help enhance my potentials.

Overview

14
14
years of professional experience
1
1
Certification

Work History

FLIGHT ATTENDANT (ECONOMY AND BUSINESS CLASS)

Qatar Airways
10.2017 - Current
  • Promoted and marketed Qatar Airways services in order to enhance passengers' travel experience by recommending products and award-winning inflight entertainment system
  • Increased customer loyalty through personalized interactions, promptly attending to concerns, and resolving issues professionally.
  • Educated passengers about emergency equipment usage during safety demonstrations, ensuring comprehension of critical procedures.
  • Ensured timely departures by assisting with boarding procedures and efficiently stowing luggage.
  • Provided comfort to anxious travelers through active listening, empathy, and reassurance during turbulence or other flight challenges.
  • Handled medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
  • Participated in regular training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.
  • Answered passenger questions and provided solutions to issues arising during flights.
  • Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
  • Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats.

Airport Customer Service Agent

Qatar Airways
10.2014 - 10.2017
  • Enhanced customer satisfaction by providing timely and accurate flight information.
  • Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
  • Resolved customer complaints and concerns professionally, resulting in increased customer loyalty.
  • Efficiently handled baggage claims, reuniting passengers with their belongings quickly and accurately.
  • Assisted customers with special needs, offering personalized support throughout their travel experience.
  • Coordinated wheelchair services for passengers in need of assistance, ensuring their comfort and safety throughout the airport journey.
  • Handled disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
  • Supported colleagues during peak hours by taking on additional tasks when needed.
  • Produced and shared customer service reports to support management decision-making.

FRONT DESK AGENT

Moevenpick Hotel
07.2013 - 09.2014
  • Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
  • Streamlined front desk operations for improved efficiency and faster service delivery.
  • Increased customer loyalty with exceptional communication skills and personalized service.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
  • Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Identified opportunities for process improvement within the front desk operations, leading to enhanced efficiency without sacrificing quality of service provided to guests.
  • Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
  • Collected room deposits, fees, and payments.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Trained new staff members in customer service techniques and hotel operations.

CUSTOMER CARE REPRESENTATIVE

Qualfon
09.2009 - 07.2013
  • Strengthening the long term relationships with customers by providing excellent customer service, responsible for the administration and monitoring full shift activities, ensuring 100% compliance of company policy, standard work process and procedure and be on the forefront in addressing customer concerns in a timely and accurate manner, make sure that the proper troubleshooting steps were provided to the customer in at least 20 minutes call duration, ensure clients requirement were met by meeting individual targets, achieve 95-100% in QA

Education

BACHELOR'S DEGREE IN NURSING -

San Carlos University
01.2009

SECONDARY -

San Carlos University
01.2005

PRIMARY -

San Carlos University
01.2001

Skills

  • EXCEPTIONAL INTERPERSONAL AND COMMUNICATION SKILLS
  • ABILITY TO STAND LONG HOURS AT THE FRONT DESK COUNTER
  • GOOD TIME MANAGEMENT SKILLS
  • CUSTOMER ORIENTED TELEPHONE ETIQUETTE
  • Emergency Response Coordination
  • First Aid
  • Hospitality Service Expertise
  • Interpersonal Communications
  • Credit and Cash Payments
  • Registration Processing
  • Problem-Solving Skills

References

  • FERDINAND DIAS, Qatar Airways Duty Officer, Doha, +97466184350
  • LEAH IBARRA .Qatar Airways Resource Allocator Supervisor +97466485665

Training

  • SAFETY MANAGEMENT SYSTEM (OFFICE STAFF) COURSE ONLINE - MAY 21, 2015
  • COMPLAINT RESOLUTION OFFICIAL QATAR AIRWAYS TRAINING D-RING RD - MARCH 12, 2015
  • AVIATION SECURITY AWARENESS ONLINE - MARCH 9, 2015
  • ALTEA CUSTOMER MANAGEMENT - CHECK IN COURSE NOVEMBER 2-26, 2014
  • DANGEROUS GOODS CATEGORY 8 QATAR AIRWAYS TRAINING D-RING RD NOVEMBER 27, 2014
  • PASSENGER SERVICE COURSE QATAR AIRWAYS TRAINING DRING RD NOVEMBER 16-20, 2014
  • ONEWORLD GROUND SERVICES REL 2014 COURSE ONLINE DECEMBER 10, 2014
  • ONEWORLD FREQUENT FLYER PROGRAM COURSE ONLINE DECEMBER 10, 2014

Certification

International Human Resource Management Certification

Timeline

FLIGHT ATTENDANT (ECONOMY AND BUSINESS CLASS)

Qatar Airways
10.2017 - Current

Airport Customer Service Agent

Qatar Airways
10.2014 - 10.2017

FRONT DESK AGENT

Moevenpick Hotel
07.2013 - 09.2014

CUSTOMER CARE REPRESENTATIVE

Qualfon
09.2009 - 07.2013

BACHELOR'S DEGREE IN NURSING -

San Carlos University

SECONDARY -

San Carlos University

PRIMARY -

San Carlos University

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CHERRYGEL ORTIZ