ERICKA ROSE SANCHEZ
Vista
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Virtual Receptionist
IWG Plc
10.2022 - 09.2024
- Handle inbound calls (from Australia & New Zealand) and other methods of communication (e.g. email). Work efficiently and effectively in line with company procedures and guidelines, delivering good results against our key performance indicators (customer satisfaction, productivity and deal volume). Accurately record notes clearly in all relevant systems. Perform other duties as assigned.
Customer Service Agent
Omakase Lifestyle Incorporated
06.2021 - 06.2022
- Serves customers by providing product and service information and resolving product and service problems. Handle customer questions and service requests. Handle complaints, provide appropriate solutions for customers, and follow up to resolve any issues their customers experience. Give quotations to customers.
Passenger Service Agent
Qatar Airways c/o Clark Airport Support Services Corp.
02.2019 - 05.2021
- Welcome and check-in passengers. Verify travel documents and provide boarding passes. Offer frontline customer service to passengers. Tell passengers about luggage restrictions. Weigh baggage and collect any excess weight charges. Execute Ticket and baggage tag printing equipment. Support passengers on arriving international flights. Extend customer service and information to passengers. Document international departures. Coordinate with passengers to purchase tickets, check-in, board flight in computer-based reservation program. Adhere to security requirements.
Passenger Service Agent
Philippine Airlines
05.2017 - 11.2018
- Providing customer service, ticketing and those activities related to boarding and deplaning passengers at the ticket counter, passenger gate or baggage areas. Assists passengers with reservations, ticketing, and adjustments to itinerary. Accepts passenger luggage and creates and affixes bag labels to ensure proper delivery. Providing check-in counter services like issuance of boarding pass and documentation checks. Providing gate arrival and departure services and meet a flight on arrival and provide departure services including boarding passengers, closing the flight. Staffing the Transfer Counters, Customer Service Counters, Airline Lounges. Loading/unloading and tracing of baggage.
Education
Bachelor of Science - Tourism Management
STI College of Baliuag
05-2017
Skills
- Effective communication
- Leadership
- Teamwork
- Relationship Building
- Service excellence
- Effective problem resolution
- Strong organizational skills
- Empathy and patience
- Time management expertise
- Customer Service-oriented
Certification
- Client Relationship Management Training
- Aviation Security Training - 2017
- Passenger Service Agent Training - 2017
- Dangerous Goods Regulations for Passenger Handling Training - 2019
- IATA Passenger Ground Training - 2019
- Safety and Emergency Procedures Training - 2019
- Flight Boarding Procedure Training - 2019
- Customer Service Excellence and Communications Training - 2020
- Airport Operations and Check-in Procedures Training
LANGUAGES
English
Filipino
Timeline
Virtual Receptionist
IWG Plc
10.2022 - 09.2024
Customer Service Agent
Omakase Lifestyle Incorporated
06.2021 - 06.2022
Passenger Service Agent
Qatar Airways c/o Clark Airport Support Services Corp.
02.2019 - 05.2021
Passenger Service Agent
Philippine Airlines
05.2017 - 11.2018
Bachelor of Science - Tourism Management
STI College of Baliuag