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    "name": "Ma. Kassandra G. Peñaverde",
    "label": "Customer Service Specialist",
    "summary": "PROFESSIONAL SUMMARY\nDedicated 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.\n\n",
    "location": "Doha, Qatar"
  },
  "work": [
    {
      "company": "Qatar Airways",
      "position": "Customer Service Representative",
      "location": "Doha",
      "startDate": "2022-10",
      "current": true,
      "highlights": [
        "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"
      ]
    },
    {
      "company": "BOLTON INTERNATIONAL",
      "position": "Data Analyst",
      "startDate": "2021-04",
      "endDate": "2022-10",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "MINGMEOW HOUSES",
      "position": "Business Founder/Owner",
      "location": "Metro Manila",
      "startDate": "2019-06",
      "endDate": "2022-10",
      "highlights": [
        "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%"
      ]
    },
    {
      "company": "TELEPERFORMANCE - HAWAIIAN AIRLINES",
      "position": "Customer Service Representative",
      "location": "Metro Manila",
      "startDate": "2019-04",
      "endDate": "2020-10",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "SITEL - Frontier Airlines",
      "position": "Customer Service Representative",
      "location": "Metro Manila",
      "startDate": "2018-08",
      "endDate": "2019-02",
      "highlights": [
        "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",
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      "institution": "New Era University",
      "degree": "Bachelor of Arts",
      "field": "Mass Communication"
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  "languages": [
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      "language": "English",
      "fluency": "Fluent"
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  "certificates": [
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      "name": "Monalice Aguilar",
      "title": "Professor, College of Communication",
      "phone": "09178290241"
    },
    {
      "name": "Reynaldo Narra",
      "title": "Professor, College of Business Administration",
      "phone": "0926 344 8551"
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    {
      "name": "Dareld Llanera",
      "title": "Safety Officer, FRTores",
      "phone": "09270019954"
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    {
      "name": "Adonis Ferrer",
      "title": "Coach, Sitel",
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    {
      "name": "Monalice Aguilar",
      "title": "Professor, College of Communication"
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    {
      "name": "Reynaldo Narra",
      "title": "Professor, College of Business Administration"
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          "summary": "25 Apr 1998"
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          "summary": "Philippines"
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    "yearsOfExperience": 0,
    "seniority": "executive",
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