Jennifer Roxas
NE Bremerton,WA
Summary
Proven track record in enhancing customer satisfaction and safety, demonstrated during my tenure at Crystal Cruises. Skilled in complaint handling and passenger safety management, I consistently exceeded performance metrics, contributing to increased customer retention. My initiative-taking and reliability have been pivotal in achieving company-wide goals and improving guest services. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Job Title position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
26
26
years of professional experience
Work History
Cabin Crew Member
Crystal Cruises
07.2004 - 04.2009
- Managed challenging situations calmly and professionally, such as handling unruly passengers
- Followed company regulations and rules to promote safe environment for travelers and employees.
- Enhanced customer satisfaction by providing exceptional service and addressing passenger concerns promptly.
- Optimized passenger experience by proactively identifying potential issues and offering solutions to enhance comfort and satisfaction.
- Played a key role in achieving company-wide safety goals by participating in regular drills and maintaining up-to-date knowledge on emergency procedures.
- Maximized passenger comfort by attending to individual requests, adjusting cabin temperature, and distributing blankets or pillows as needed.
- Exceeded performance metrics for customer satisfaction surveys by consistently receiving positive feedback from passengers regarding attentive service.
- Increased customer retention rates by consistently delivering friendly, professional service to all passengers regardless of status or fare class.
- Checked whether personnel completed required duties and responsibilities during respective shifts.
Cabin Stewardess
MS ASUKA
10.1992 - 10.2002
- Improved turnaround times for cabin preparation by working closely with team members during busy periods.
- Conducted regular inventory checks for cabin supplies, promptly restocking items as needed.
- Strived for continuous improvement in service delivery by seeking feedback from guests regarding their stay experience onboard the vessel.
- Collaborated with fellow stewards on special projects such as deep cleans or room upgrades on an as-needed basis.
- Addressed guest inquiries courteously, promptly resolving issues or escalating concerns to supervisors when necessary.
- Utilized downtime effectively by proactively addressing any areas of need within the stewardess team or broader onboard environment.
- Provided personalized turndown service, creating a welcoming environment for guests each evening.
- Participated in ongoing safety training sessions, maintaining familiarity with emergency procedures and equipment locations throughout the vessel.
- Upheld a professional and polished appearance at all times, reflecting the high standards of service expected by guests during their stay.
- Facilitated smooth embarkation and disembarkation processes for guests by preparing cabins according to established timelines and protocols.
- Assisted with luggage handling, efficiently delivering belongings to guest cabins upon arrival and departure.
- Adhered strictly to sanitation guidelines, promoting a healthy onboard environment for both guests and crew members alike.
- Demonstrated attention to detail by identifying maintenance needs and reporting them to the appropriate department promptly.
- Maintained cleanliness and organization in cabins, ensuring a comfortable stay for guests.
- Enhanced guest satisfaction by providing exceptional housekeeping and cabin services.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Used excellent customer service skills in addressing passengers' needs.
Records Clerk /Accounting Clerk
Associated Marine Officers Seamen’s Union
11.1990 - 08.1992
- Assisted with typing, data entry, and answering incoming calls as required.
- Maintained accuracy of records by verifying accuracy of data in records.
- Destroyed records in line with retention schedules to protect confidential information and comply with regulations.
- Generated reports from database systems to track records.
- Updated records with new information.
- Sorted all paperwork and documents alphabetically and according to dates and significance.
- Provided training to new records clerks to improve knowledge and skills.
- Provided excellent customer care by responding to inquiries and requests for information.
- Followed confidentially regulations to maintain privacy.
- Participated in regular reviews of record management policies, offering valuable input based on firsthand experience working with the system daily.
Waitress Trainee
Prince of Wales Makati Philippines
12.1991 - 04.1992
- Handled high-pressure situations calmly during peak hours while maintaining exceptional service standards.
- Developed strong multitasking skills by simultaneously managing multiple tables and attending to various guest needs.
- Ensured accurate order-taking and timely delivery of meals to guests, resulting in positive feedback and repeat business.
- Enhanced customer satisfaction by providing attentive and friendly service during busy shifts.
Retail Sales Associate
SM Supermalls
05.1983 - 07.1986
- Greeted customers and helped with product questions, selections, and purchases.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Maintained clean sales floor and straightened and faced merchandise.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Answered questions about store policies and addressed customer concerns.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
- Collaborated with team members to meet and exceed monthly sales targets consistently.
- Enhanced visual merchandising displays by arranging products strategically, attracting more customers to the store.
Education
None - Medical Technology
Far Eastern University
Manila Philippines Computer Secretarial - Personal Development
Cora Doloroso Career Centre
Manila Phillippines04.1991
Skills
- Customer Assistance
- Reliability and punctuality
- Equipment monitoring
- Cultural Sensitivity
- Initiative-taking
- Safety awareness
- Complaint Handling
- Assertiveness
- Passenger Assistance
- Customer Service
- Guest Services
- Passenger safety management
- Workload Management
- Passenger Interaction
Timeline
Cabin Crew Member
Crystal Cruises
07.2004 - 04.2009
Cabin Stewardess
MS ASUKA
10.1992 - 10.2002
Waitress Trainee
Prince of Wales Makati Philippines
12.1991 - 04.1992
Records Clerk /Accounting Clerk
Associated Marine Officers Seamen’s Union
11.1990 - 08.1992
Retail Sales Associate
SM Supermalls
05.1983 - 07.1986
None - Medical Technology
Far Eastern University
Computer Secretarial - Personal Development
Cora Doloroso Career Centre
Similar Profiles
Andres RangelAndres Rangel
Manager, Consumer Sales - Americas at Crystal CruisesManager, Consumer Sales - Americas at Crystal Cruises
Snezana StojanovicSnezana Stojanovic
First Housekeeper Assistant at Crystal CruisesFirst Housekeeper Assistant at Crystal Cruises
Audri VegaAudri Vega
Destinations Experience Coordinator at Crystal CruisesDestinations Experience Coordinator at Crystal Cruises