Gene Rose Gundayao
Oxon Hill
Summary
Friendly Customer Service Agent possessing excellent people skills and customer service abilities. Bringing over more than 10 years of experience in assisting customer in making their flights and boarding flights in an orderly manner, greeting passengers, preparing daily flight reports and is very familiar with industry standard computer software.
Overview
14
14
years of professional experience
2011
2011
years of post-secondary education
Work History
Customer Service Agent
Piedmont Airlines
Arlington
04.2015 - Current
- Provided passenger assistance at gate areas by issuing tickets, checking baggage and assigning seats.
- Verified identification and travel documents to efficiently board passengers for on-time departure.
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
- Use QIK Sabre to prepare pre-departure and post-departure reports and passenger manifests.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Coordinated with flight crews to relay passenger needs and special requests.
- Followed company policies and procedures related to customer service operations at all times.
- Advised passengers of any changes or delays in their scheduled flights.
- Communicated effectively with other departments to ensure the best customer experience possible.
- Provided assistance to passengers with special needs such as wheelchairs or unaccompanied minors.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Cashier/Server
Johnny Rockets Restaurant
Oxon Hill
11.2013 - 11.2018
- Operated cash register and processed customer transactions efficiently.
- Resolved customer complaints promptly while upholding restaurant policies and procedures.
- Maintained cleanliness and organization of dining area and cashier station.
- Provided exceptional customer service and ensured guest satisfaction during dining experiences.
- Assisted in training new servers on menu items and service standards.
Cashier
McDonald's
Fort Washington
08.2011 - 04.2015
- Processed customer transactions efficiently at a fast-paced restaurant.
- Maintained accurate cash drawer throughout shifts.
- Assisted customers with menu selections and special requests.
- Collaborated with team members to ensure smooth service flow.
- Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
- Checked completed orders for accuracy and bagged meals for easy carrying.
Education
Malasiqui Catholic School
Malasiqui, Pangasinan, PhilippinesSome College (No Degree) - B.S Pharmacy
Virgen Milagrosa University Foundation
San Carlos City, Pangasinan, Philippines 06.2009 - 01.2011
Skills
- Travel document verification
- Flight management skills
- Customer-focused service
- Compliance with service standard
- Team collaboration
- Empathetic and understanding mindset
- Reliability and punctuality
- Elevate the customer experience (acknowledge the customer, be present, show you care, proactively communicate and give options)
Affiliations
Attended American Airlines/Piedmont Airlines Customer Service trainings:
- Elevate the Everyday Experience (2017), Philadelphia
- Elevate, One Connected Team (2018), Virginia
- Implicit Biased Training (2019), Virginia
- Customer Experience Innovation and Delivery Summit (2020), Texas
- Employee of the month ( November, 2024)
Professional References
Lyle Xavier Montemayor
Gate Unit Manager, Piedmont Airlines
(240) 253-3703
Lyle.Xavier.Montemayor@aa.com
Albert Chin
Training Department Supervisor, Piedmont Airlines
(703) 861-8648
alainchin@aa.com
Fairlane Urbina
Administrative III/ EA Intake
(240) 441-5092
Fairlane.urbina@pgcps.org
Timeline
Customer Service Agent
Piedmont Airlines
04.2015 - Current
Cashier/Server
Johnny Rockets Restaurant
11.2013 - 11.2018
Cashier
McDonald's
08.2011 - 04.2015
Some College (No Degree) - B.S Pharmacy
Virgen Milagrosa University Foundation
06.2009 - 01.2011
Malasiqui Catholic School