Faye Jose
Summary
Results-driven professional with a strong track record of delivering high-quality work and achieving organizational objectives. Expertise in communication and teamwork fosters a collaborative environment that enhances productivity. Committed to continuous learning and skill development to improve service delivery. Eager to support a dynamic team while contributing to strategic goals.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
SFO Signature Aviation - Private Executive Terminal
SFO
07.2024 - Current
- Work as part of a team to provide everyone with a friendly welcome to Signature
- Collaborate, cooperate and work closely with all coworkers, flight crew and other visitors to ensure customer service needs are met
- This includes ensuring an efficient and accurate transfer of information through various methods between and among customers, the FBO, other company departments and external parties
- Increase customer satisfaction by understanding and promptly addressing customers’ needs, which may include identifying and offering additional Signature services
- Respond to vendor, customer, and team member questions/concerns in an efficient and effective manner
- Accurately receive, dispatch and completely process customer purchases and fuel transactions in accordance with company procedures
- Maintain a working knowledge of Signature’s facilities, services, website, surrounding areas, and other information commonly asked about by Signature’s customers and other visitors
- Replenish complimentary beverages/supplies
- Assist in special events and with VIP clients
- Provide visitors with a wide array of concierge services including arranging reservations for, ground transportation, catering and customs appointments as requested
- Abide by emergency response procedures when/if critical events occur
- Recommend improvements to Signature’s standards, administrative procedures, facilities, methods, and practices to the appropriate Signature management personnel
- Understand, comply with and enforce all security (physical, cyber and data) protocols as dictated by Signature and the airport
Private Flight Attendant
USAC Airways 695 LLC - Aero Airlines
08.2022 - 07.2024
- Provide a high level of service to the guest while ensuring the safety and comfort of each aircraft passenger during flight
- Explain use of safety equipment in addition to serving food and beverages
- Direct and assist passengers in the event of an emergency
- Verify that first aid kits and other emergency equipment, including fire extinguishers and oxygen bottles, are in working order
- Secure the cabin - adhering to federal regulations prior to take-off and landing
- Administer basic first aid to passengers in distress
- I.e.: CPR, AED, First Aid
- Reassure passengers when situations such as turbulence are encountered
- Assist passengers while entering or disembarking the aircraft
- Determine special assistance needs of small children, the elderly or disabled passengers
- Perform preflight briefings
- Check to ensure that food, beverages, blankets/ bedding, reading material, emergency equipment, and other supplies are on board and are inadequate supply for the trip and number of passengers
- Facilitate and manage passenger's requests for food and drinks
- Prep and prepare meals and buffet set up for passengers and crew
- Inspect, clean and stock the cabin, galley, lavatories, and flight deck after every leg
- Ensure that the aircraft is ALWAYS prepared for a flight: cleaned and stocked
SFO Lounge Supervisor/ Acting Manager (OnSite)
Alaska Airlines
SFO
08.2021 - 06.2022
- Supervises the execution of daily operations for the airport lounge.
- Manage by leading and establishing priorities for the Lounge team to provide guests with a superior airport and travel experience as Acting Manager.
- Supervises the execution of daily operations of the lounge.
- Assists the manager with leading and establishing priorities for the local lounge team to ensure Alaska’s lounge experience is executed in a consistent and guest-centric manner.
- Manages the daily staffing schedule, including coordinating coverage for sick calls and leaves of absence, to ensure the operation runs efficiently.
- Creating new bid shift schedules.
- Resolves guest complaints and accolades within 24-48 hours (e.g., emails, Alaska Listens, etc.). And provides appropriate feedback for ground operation rules.
- Responsible for monitoring expenses and reporting, budget tracking, and accruals.
- Assists in the management of vendor relationships.
- Participates in the interview process and selection of new lounge employees, and coordinates new hire and ongoing training for staff.
- Develops people through effective performance management and ongoing feedback, focusing on delegation, coaching, growing, and developing the team for capacity and growth, managing the performance of individuals in executing tasks, and time management.
- Influences the culture of the team through action, presence, and reinforcement of behaviors, including invoice approvals, p-card submittals, and reconciling.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Recruited and hired qualified candidates to fill open positions.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Enhanced team morale and retention through recognition programs and career development opportunities.
- Conducted performance evaluations, providing feedback and coaching for team development.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Drug Abatement Rep On-Call
Alaska Airlines
SFO
09.2020 - 08.2021
- Certified Breath Alcohol Technician and Collector Technician for Drug Collections in accordance with DOT Regulation 49 CFR Part 40
- Conducts random Alcohol and Drug Testing to airport and airline crew
Corporate Facilities Coordinator - Bay Area
Alaska Airlines
Burlingame, CA
10.2013 - 09.2020
- Admin to the VP, Bay Area.
- Handles the budget for the Bay Area corporate offices.
- Facilities coordinator for three building sites.
- Assist and administer to the VP of the Bay Area External Relations Team.
- Responsible for the first impression: greeting business visitors and vendors, answering incoming phone calls, and directing calls to the appropriate vendor partners.
- Assign appropriate security credentials, badging, for vendors, contractors, and new hires.
- Coordinate and manage meeting schedules for conference rooms and conference calls.
- Liaison between HQ and airport management staff.
- Coordinates the logistics for employee events, coordinates special visitor schedules, and coordinates on-site meals for guests and/or secures lunch reservations.
- Place orders with caterers and vendors, set up event spaces, and communicate event details with staff and guests.
- Researched new products or services that could improve the efficiency of the facility.
- Established relationships with local contractors to facilitate quick response times when repairs were needed.
- Provided support for events held at the facility by arranging catering services and setting up meeting rooms according to client specifications.
- Called in equipment repair services and maintained office supplies by ordering new inventory.
- Checked common areas and conference rooms regularly to verify cleanliness and order.
Guest Relations Coordinator
Virgin America Airlines
Burlingame, CA
10.2011 - 01.2013
- An excellent communicator who can stay positive when facing difficult situations
- Provide a high level of guest service, inject some personality, humor, and fun into calls while maintaining professionalism and helping all guests who contact Guest Relations regardless of the nature of the call
- Handle first line Guest Relations calls including but not limited to: Handle calls to a mutually satisfying conclusion within the compensation guidelines; Assist other departments with the proper handling of guest situations; Showing compassion, listening skills, and being a self-motivator when dealing with guest issues; Negotiating settlement
Education
Certificate of completion - Merchandising Management
Fashion Institute of Design (FIDM)
Skills
- Excellent interpersonal skills
- Relationship management
- Result-driven
- Self-motivated
- Deadline management
- Problem-solving
- Negotiation skills
- Verbal communication
- Written communication
- Bilingual – English, Filipino
- Building rapport
- Executive management support
Accomplishments
- AHA CPR/AED & First Aid
- FA Safety & Service Training
- Opened/Managed SFO Alaska Airlines Lounge
- 12 years of Combined Service Virgin America & Alaska Airlines
- Decorated Bay Area Corporate Offices
- Facilitated corporate offices decommission of 4 floors
- Circle of Service Excellence Nominee – Q4 Top GALLUP Recipient (Customer Service) Northern CA US Bank District
Entrepreneurial Ventures
- Hella Aloha, Honolulu, HI
- Faye’s Unique, Daly City, CA
Both businesses specialize in Event Planning
and Floral/Balloon designs from inception to completion
Languages
Tagalog
Native/ Bilingual
References
References available upon request.
Timeline
Customer Service Representative
SFO Signature Aviation - Private Executive Terminal
07.2024 - Current
Private Flight Attendant
USAC Airways 695 LLC - Aero Airlines
08.2022 - 07.2024
SFO Lounge Supervisor/ Acting Manager (OnSite)
Alaska Airlines
08.2021 - 06.2022
Drug Abatement Rep On-Call
Alaska Airlines
09.2020 - 08.2021
Corporate Facilities Coordinator - Bay Area
Alaska Airlines
10.2013 - 09.2020
Guest Relations Coordinator
Virgin America Airlines
10.2011 - 01.2013
Certificate of completion - Merchandising Management
Fashion Institute of Design (FIDM)
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