MARISSA CALUBAQUIB
WAILUKU,HAWAII
Summary
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
3
3
years of professional experience
Work History
Operations Manager
Hawaiian Airlines
Kahului, HI
10.2021 - Current
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
Property Operations Manager
Sheraton Maui Resort and Spa
Lahaina, Maui
- Conducted weekly walkthroughs with the General Manager to discuss all interior/exterior cleanliness of property
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Communicated with vendors regarding back order availability, future inventory and special orders
- Completed scheduling and payroll of team members.
Customer Service Supervisor
Aloha Contract Services
Kahului, Hawaii
- Supervise/Manages American Airlines Contract customer service agents, plans, coordinates, directs and facilitates all aspects of daily station operations, including ramp and ticket counters, to assure timely, customer-focused service that complies with all applicable state, federal and Company regulations, policies and procedures
- Monitors the arrival and departure of aircraft for any disruptions or unusual occurrences; manages any incidents/disruptions/delays such that customers are handled in a responsive, safe and appropriate manner, and that federal, state and Company procedures are met in a timely and accurate manner; assures that coordination and communication with crew and SOC occurs in a professional and timely manner; maintains timely and open communication with various operating units to assure a safe, timely and customer-focused operation
- Oversees contract handling in the terminal and on the ramp, assures that the contract handling staff is adequately trained in HA procedures; regularly monitors performance to assure that performance standards are consistently met and takes corrective action as required; works with Company representatives in evaluating whether to renew the contract or not
- Manages the administrative aspects of the station; assures that timekeeping/vacation records, operations and other station reporting requirements are completed and submitted in a timely and accurate way
- Lead, coach and manage others.
Operations Manager
Hawaiian Airlines, Contract Services
Kahului
- Supervise/Manages American Airlines Contract customer service agents, plans, coordinates, directs and facilitates all aspects of daily station operations, including ramp and ticket counters, to assure timely, customer-focused service that complies with all applicable state, federal and Company regulations, policies and procedures
- Monitors the arrival and departure of aircraft for any disruptions or unusual occurrences; manages any incidents/disruptions/delays such that customers are handled in a responsive, safe and appropriate manner, and that federal, state and Company procedures are met in a timely and accurate manner; assures that coordination and communication with crew and SOC occurs in a professional and timely manner; maintains timely and open communication with various operating units to assure a safe, timely and customer-focused operation
- Oversees contract handling in the terminal and on the ramp, assures that the contract handling staff is adequately trained in HA procedures; regularly monitors performance to assure that performance standards are consistently met and takes corrective action as required; works with Company representatives in evaluating whether to renew the contract or not
- Manages the administrative aspects of the station; assures that timekeeping/vacation records, operations and other station reporting requirements are completed and submitted in a timely and accurate way
- Lead, coach and manage others.
Education
High School Diploma - Liberal Arts
H.P. Baldwin High School
01.1993
Skills
- Microsoft Outlook, Word and Excel
- Deadline-oriented
- Skilled trainer
- Excellent time management skills
- Scheduling
- Meticulous attention to detail
- Persuasive
- Focused on customer satisfaction
- Customer-focused
- Emergency Preparedness
Accomplishment
Consulted and Trained New Customer Service Agent of Aloha Contract Service to start new contract for American Airlines in Honolulu Station. Consulted and trained on Customer Service, PSR/SSM process, Baggage Service. Trained 16 new team members to start.
References
References available upon request.
Timeline
Operations Manager
Hawaiian Airlines
10.2021 - Current
Property Operations Manager
Sheraton Maui Resort and Spa
Customer Service Supervisor
Aloha Contract Services
Operations Manager
Hawaiian Airlines, Contract Services
High School Diploma - Liberal Arts
H.P. Baldwin High School
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