MARK EDCEL DELA CRUZ
KAPOLEI,USA
Summary
Highly adaptable individual bringing several years of experience in customer service roles. Possess specialized skills in customer service, issue resolution, and boarding procedures. Excel in communication, teamwork, and adaptability, ensuring seamless travel experiences for passengers.
Overview
8
8
years of professional experience
Work History
Passenger Service Agent
Worldwide Flight Services
Honolulu, Hawaii
05.2019 - Current
- Prepared detailed passenger manifests, and other reports to meet organizational needs.
- Increased overall efficiency by cross-training in various roles within the airport terminal operations team.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Collaborated with airline personnel to facilitate seamless coordination between departments.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Oversaw ticketing, gate, and ramp services.
Unemployment Insurance Agent
Department of Labor and Industrial Relations
Honolulu, Hawaii
07.2021 - 07.2023
- Manage and process claims for individuals who are eligible for unemployment insurance benefits.
- Worked closely with management and team members to optimize efficient procedures in helping claimants.
- Handled 80% of COVID-19 pandemic unresolved and unprocessed insurance claims.
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customers swiftly to resolve issues and answer questions via calls and in-house services.
Guest Service Assistant, Reservation
Friends of Iolani Palace
Honolulu, Hawaii
08.2017 - 05.2019
- Created and organized tour reservations for guests via phone call, email, and in-person service.
- Communicating and booking inquiries for tours for tourists, schools, and groups, as well as finalizing invoices.
- Streamlined check-in and check-out processes for increased efficiency, and reduced wait times.
- Handled guest complaints calmly and efficiently, rectifying issues to maintain customer loyalty.
Education
Bachelor of Arts - Business Administration: Hospitality Tourism and Travel
University of Hawaii at West Oahu
Kapolei, Hawaii05.2021
Associates of Sciences - Hospitality and Tourism: Travel Operations Management
Kapiolani Community College
Honolulu, Hawaii12.2019
High School Diploma -
Waipahu High School
Waipahu, Hawaii05.2016
Skills
- Customer Service Management
- Communication skills
- Detail-oriented mindset
- Cultural awareness
- Microsoft Word, Excel, PowerPoint
- Problem-solving abilities
Languages
English
Native/ Bilingual
Tagalog
Native/ Bilingual
Ilocano
Native/ Bilingual
Timeline
Unemployment Insurance Agent
Department of Labor and Industrial Relations
07.2021 - 07.2023
Passenger Service Agent
Worldwide Flight Services
05.2019 - Current
Guest Service Assistant, Reservation
Friends of Iolani Palace
08.2017 - 05.2019
Bachelor of Arts - Business Administration: Hospitality Tourism and Travel
University of Hawaii at West Oahu
Associates of Sciences - Hospitality and Tourism: Travel Operations Management
Kapiolani Community College
High School Diploma -
Waipahu High School
Similar Profiles
Julian HernandezJulian Hernandez
Office Agent at WORLDWIDE FLIGHT SERVICES, Ramp and Passenger ServicesOffice Agent at WORLDWIDE FLIGHT SERVICES, Ramp and Passenger Services
Dominic HunterDominic Hunter
Package Handler at WORLDWIDE FLIGHT SERVICES, Ramp and Passenger ServicesPackage Handler at WORLDWIDE FLIGHT SERVICES, Ramp and Passenger Services
Dominic HunterDominic Hunter
Package Handler at WORLDWIDE FLIGHT SERVICES, Ramp and Passenger ServicesPackage Handler at WORLDWIDE FLIGHT SERVICES, Ramp and Passenger Services
TyWAYNE STEPTERTyWAYNE STEPTER
Ramp Service Agent at WORLDWIDE FLIGHT SERVICES, Ramp and Passenger ServicesRamp Service Agent at WORLDWIDE FLIGHT SERVICES, Ramp and Passenger Services
CHRISTEN DE ALEJANDROCHRISTEN DE ALEJANDRO
Assistant Manager at Takenaka LandscapingAssistant Manager at Takenaka Landscaping