Ma. Kassandra G. Peñaverde

Customer Service Specialist

PROFESSIONAL SUMMARY Dedicated and adaptable Customer Service Specialist with over 6 years of experience in high-volume aviation operations, customer service, and ground handling coordination within the Qatar Airways Group and international airlines. Proven track record in providing premium service to high-profile/VIP passengers, coordinating lounge operations, and ensuring strict compliance with ramp safety, baggage processing, and airport security protocols. Adept at liaising with cross-functional teams, ground handlers, security officers, and MOI to deliver seamless airside and landside operations under high-pressure conditions.

Doha, Qatar
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Language
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Skills
Work Experience
Customer Service Representative
Qatar AirwaysDoha
Oct 2022 — Present
  • Resolve passenger concerns, including rebooking and complex issues for over 50 passengers daily
  • Provide Trade Support to travel agents, addressing inquiries and concerns within 24 hours
  • Assist Privilege Club members with account issues and award reservations, achieving a 95% satisfaction rate
  • Inform passengers about cancelled flights and schedule changes, ensuring they receive timely updates
Data Analyst
BOLTON INTERNATIONAL
Apr 2021 — Oct 2022
  • Enhance data processing systems by identifying improvement opportunities and optimizing efficiency
  • Support ETL process development and implementation for streamlined data management
  • Collaborate with senior analysts to document system requirements, workflows, and data specifications
  • Conduct data quality assessments to identify inconsistencies and anomalies
  • Participate in testing and validation to ensure system accuracy and reliability
  • Assist in troubleshooting and resolving data-related issues
Business Founder/Owner
MINGMEOW HOUSESMetro Manila
Jun 2019 — Oct 2022
  • Spearhead the creation and development of innovative modern cat houses, demonstrating expertise in BUSINESS DEVELOPMENT and MARKETING STRATEGIES
  • Boost sales by implementing strategic marketing strategies
  • Lead a team to enhance cat house design, increasing customer satisfaction
  • Streamline budgeting processes, improving financial efficiency by 15%
  • Build strong customer relations, enhancing repeat business by 20%
Customer Service Representative
TELEPERFORMANCE - HAWAIIAN AIRLINESMetro Manila
Apr 2019 — Oct 2020
  • Expertly utilize SABRE GDS to assist passengers with check-in, ticketing, and boarding processes
  • Handle passenger inquiries, providing accurate flight and service information
  • Resolve customer complaints and issues promptly and professionally
  • Coordinate with airline staff to ensure efficient and smooth operations
  • Provide assistance to passengers with special needs, including wheelchair assistance and support for unaccompanied minors
  • Process baggage claims and offer assistance with lost or damaged luggage
  • Ensure strict compliance with airline policies and security regulations, maintaining a positive and professional demeanor at all times
Customer Service Representative
SITEL - Frontier AirlinesMetro Manila
Aug 2018 — Feb 2019
  • Use Skyspeed - Navitaire GDS to assist passengers with check-in, ticketing, and boarding processes
  • Assist passengers with check-in, ticketing, and boarding processes
  • Handle passenger inquiries and provide accurate information about flights and services
  • Resolve customer complaints and issues in a professional and timely manner
  • Coordinate with other airline staff to ensure smooth operations
  • Assist passengers with special needs, such as wheelchair assistance or unaccompanied minors
  • Process baggage claims and assist with lost or damaged luggage
  • Ensure compliance with airline policies and security regulations
  • Maintain a positive and professional demeanor at all times
Skills
Customer ServiceSABRE GDSSkyspeed NavitaireData AnalysisBusiness DevelopmentMarketing StrategiesProblem ResolutionCommunicationTeam LeadershipTime ManagementCreativityPhoto and Video EditingExceptional listener and communicatorOrganized and outgoingAbility to work under pressure and meet deadlinesCreativity and ImaginationBasic knowledge in editing photo and video software
Education
Bachelor of Arts, Mass Communication
New Era University
References
Monalice Aguilar
Professor, College of Communication
09178290241
Reynaldo Narra
Professor, College of Business Administration
0926 344 8551
Dareld Llanera
Safety Officer, FRTores
09270019954
Adonis Ferrer
Coach, Sitel
0915507482
Languages
English
Fluent
PERSONAL DETAILS
Date of birth

25 Apr 1998

Nationality

Philippines

Marital status

Single

REFERENCES
Monalice Aguilar
Professor, College of Communication

09178290241

Reynaldo Narra
Professor, College of Business Administration

0926 344 8551

Dareld Llanera
Safety Officer, FRTores

09270019954

Adonis Ferrer
Coach, Sitel

0915507482

DRIVING LICENSE
Driving license category

Non Professional - Philippines

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