Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
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Romeo Isorena Jr.

Customer Service Representative
Chula Vista,CA

Summary

Dynamic and empathetic Customer Service Representative with a proven track record at American Airlines, enhancing customer loyalty through exceptional service and problem-solving. Skilled in computer proficiency and bilingual communication (English and Filipino), adept at navigating high-pressure environments with adaptability and a safety-first approach. Demonstrates a commitment to teamwork and customer satisfaction.

Overview

8
8
years of professional experience

Work History

Customer Assistance Representative

American Airlines
Phoenix, Arizona
01.2019 - 01.2024
  • Greeting customers when they enter the airport or arrive in the ticket area
  • Interacting with customers in a kind and useful manner is key to crafting memorable experiences and building customer loyalty and dedication
  • Stepping up and anticipating customer needs while maintaining a strong sense of responsibility when we have inconvenienced a customer
  • Working each and every day with a safety mentality by ensuring we hold ourselves and each other to the highest standards
  • Navigating challenges by being steady yet adaptable
  • Maintaining composure and managing issues while not taking customer frustration personally
  • Working collaboratively with others, supporting your colleagues, and helping them be successful with new processes and technologies
  • Adhere to company policies, procedures, and performance standards
  • Provide quality customer service in a professional manner in accordance with American's guidelines
  • Practice effective communication in a demanding environment
  • Assisting unaccompanied minors with boarding, deplaning, or other transportation
  • Effectively provides safe and effective transports for passengers utilizing correct mode of travel

Reception Assistant

Vive Hotel Waikiki
Honolulu, HI
01.2016 - 01.2019
  • Coordinate all front desk tasks.
  • Manage online and phone reservations
  • Inform customers about payment methods and verify their credit card data
  • Register guests collecting necessary information (like contact details and exact dates of their stay)
  • Welcome guests upon their arrival and assign rooms
  • Provide information about our hotel, available rooms, rates and amenities
  • Respond to clients' complaints in a timely and professional manner
  • Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests' needs
  • Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
  • Upsell additional facilities and services, when appropriate
  • Maintain updated records of bookings and payments
  • Consistently adhere to security procedures by validating airline documents, verifying member traveler identification, and following all security and safety protocols at all times

Education

Associates - Business Administration

MIDLANDS TECHNICAL COLLEGE
Columbia, South Carolina
12.2015

Skills

  • Customer service
  • Strong teamwork
  • Computer proficiency
  • Bilingual - English and Filipino
  • Tagalog Language
  • Hospitable
  • Friendly
  • Safety Coordinator
  • Creative problem solving
  • Compassionate
  • Complaint resolution
  • Empathy and patience
  • Customer relations
  • Adaptability and flexibility
  • Punctuality and reliability

Hobbies and Interests

  • Meet new people
  • Hospitality
  • Travel
  • Flying
  • Hiking
  • Camping
  • Singing
  • Foodie
  • Aviation
  • Motorcycle
  • Learn different culture
  • Overlanding
  • Reading Books
  • Jeep Enthusiast

Timeline

Customer Assistance Representative

American Airlines
01.2019 - 01.2024

Reception Assistant

Vive Hotel Waikiki
01.2016 - 01.2019

Associates - Business Administration

MIDLANDS TECHNICAL COLLEGE

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Romeo Isorena Jr.Customer Service Representative