Marx Emmerich Itchon
North Hills,CA
Summary
Dynamic professional with a proven track record at Buena Vista Hospice, enhancing case management through innovative process improvements and fostering strong client relationships. Skilled in motivational interviewing and problem-solving, achieving high customer satisfaction levels. Demonstrates adaptability and attention to detail, significantly boosting team productivity and efficiency.
Driven and compassionate professional with talent for building rapport and facilitating client support. Possesses solid foundation in client assessment and case documentation, with proficiency in both communication and organizational skills. Committed to making positive impact on individuals and communities through effective case management.
Overview
11
11
years of professional experience
Work History
Intake Case Manager
Buena Vista Hospice
06.2024 - Current
- Conducted regular audits of case files, ensuring compliance with regulatory requirements and adherence to agency policies.
- Streamlined case review processes by implementing new workflow management tools, resulting in increased productivity for the entire team.
- Enhanced case management services by collaborating with multidisciplinary teams to develop comprehensive care plans.
- Streamlined reporting procedures, resulting in more accurate data tracking and faster report generation for stakeholders.
- Served as a liaison between clients and service providers, facilitating communication and fostering strong partnerships in support of client goals.
- Improved client intake efficiency by streamlining data collection and documentation processes.
- Maintained detailed, accurate records of all client interactions, ensuring seamless handoffs between team members when necessary.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
Senior Flight Attendant
Vietjet Air
03.2019 - 10.2023
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Conducted comprehensive emergency training sessions for fellow crew members to ensure preparedness during critical situations.
- Served as brand ambassador for the airline company at various events, promoting positive image among stakeholders within the industry.
- Streamlined in-flight service processes to minimize delays and maximize passenger comfort throughout the journey.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Upheld company standards of professionalism and appearance at all times, representing the brand positively during flight operations.
- Handled medical emergencies calmly and professionally, administering first aid as needed to maintain passenger wellbeing.
- Improved team efficiency by mentoring junior flight attendants, sharing best practices, and fostering a collaborative work environment.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Achieved high levels of customer satisfaction ratings consistently through proactive problem-solving approach in addressing passenger concerns.
- Ensured flight safety by conducting thorough pre-flight checks and adhering to all airline regulations and procedures.
Concierge
Shangri-la's The Fort
03.2017 - 05.2018
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maximized guest satisfaction by promptly addressing concerns and resolving issues.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Contributed to a positive work environment by maintaining a professional demeanor at all times.
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Maintained detailed knowledge of local attractions, events, and services to better assist guests in making informed decisions.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Maintained high level of professionalism and discretion when dealing with guests.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
- Prioritized safety by remaining vigilant for potential security threats and reporting suspicious activity promptly when required.
- Improved overall guest satisfaction by consistently exceeding expectations in all aspects of concierge services.
Bartender
Hei Hei Bar
07.2016 - 12.2016
- Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
- Upheld strict regulations for safe alcohol service and food safety.
- Kept bar stocked with liquors, juices and garnishes for drinks.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Cultivated strong relationships with repeat customers, engaging in friendly conversation and memorizing drink orders to promote loyalty.
- Helped management plan and serve bar menu exceeding customer expectations.
Sales Representative
WNS Global Services
05.2014 - 05.2016
- Organized trips for individual, family and business travelers.
- Informed clients of travel policies and utilized preferred vendors to maximize company profits
- Collaborated with team members to optimize travel recommendations and share industry knowledge.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
- Handled sensitive information with professionalism and discretion.
- Coordinated both international and domestic travel accommodations for customers, arranging for airfare, hotel and rental car reservations.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Increased repeat business by providing outstanding customer service and addressing client concerns promptly.
- Organized group tours, ensuring a seamless experience from start to finish for all participants.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
- Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
- Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
- Stayed up-to-date on current trends, destinations, and supplier offerings to provide the most relevant advice to clients.
- Continuously sought opportunities for professional development by attending industry conferences, webinars, and training sessions to stay current on the latest trends in travel.
Education
No Degree - Tourism And Hospitality Management
Jose Rizal University
Mandaluyong City, Philippines03-2014
Skills
- Client advocacy
- Motivational interviewing
- Follow-up skills
- Case assessment
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Excellent communication
- Adaptability and flexibility
- Decision-making
- Certified in CPR/AED
- Staff supervision
- Effective communication
Languages
English
Full Professional
Timeline
Intake Case Manager
Buena Vista Hospice
06.2024 - Current
Senior Flight Attendant
Vietjet Air
03.2019 - 10.2023
Concierge
Shangri-la's The Fort
03.2017 - 05.2018
Bartender
Hei Hei Bar
07.2016 - 12.2016
Sales Representative
WNS Global Services
05.2014 - 05.2016
No Degree - Tourism And Hospitality Management
Jose Rizal University
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