Geraldine Ruth Remedios U. Audehm
Purok 4 Pob., New Bataan, Compostela Valley, Philippines
Mobile : +63939-6328-830
Email : [email protected]
PASSPORT DETAILS: DEUTSCH (GERMAN) C4KCRH3TY

Summary
A diligent, hard-working individual and a fast learner with a positive attitude towards the fast moving environment of the airline operations and willing to learn new things to enhance the ability to perform effectively and competently. Well-experienced in customer service, handling external and internal customers in airport services and in the network control center.

Highlights

• Strong analytical Skills
• High quality customer service on external/internal customers
• Communication Skills
• Interpersonal Skills
• Strong Work Ethic
• Knowledge on NavitAire and AIMS
• Planning on flight disruption’s recovery
• Leadership Skills
• Flight Solution designs
• Profound decision makings

Experience
Customer Care Team Leader Dec 2018 to Current
Cebu Pacific Air – AOC (Airline Operation Center) Pasay City, PH
• Represent the needs of the customer within the Network Control Center.
• Champions the customer proposition by coordinating and supporting the delivery of an integrated customer service approach on the day of operations, protecting the Cebu Pacific brand and image.
• Lead the formulation of contingency plans with respect to passenger protection. Responsible for assessing potential and actual impacts of fleet status, weather condition and other operational restrictions to the customer proposition, and identifying and communicating solutions and trade-offs to the Manager – Network Control and other appropriate resource holders.
• Ensure passenger recovery during disruption.
• Provide feedback to relevant groups on passenger recovery actions for incorporation in future plans and for the purpose of continuous improvement.

Airport Services Controller – Network Control Center Apr 2016 to Dec 2018 (2yrs and 8mos)
Cebu Pacific Air – AOC (Airline Operation Center) Pasay City, PH
• Represent airport operations in the NCC, providing the necessary advice to ensure smooth operations and more so during disruption situations, taking into account network requirement, specific peculiarity, guest service, on time performance, safety and security.
• Manage and ensure continuous monitoring of flights to provide the best possible assistance in case of any deviation or diversion from the normal operational plans.
• Monitors AIMS to immediately identify and anticipate delays and ensures all stations are strictly implanting the agreed procedures in the inputting of details in the system
• Monitors the MEL of aircrafts and ensure all concerned stations are advised of needed support and procedures.
• Ensures that crew operational movements are properly endorsed to the stations concerned.
• Ensures Airport Services Operational procedures are being strictly implemented in coordination with Commercial Policies.
• Assists the stations in their daily operational and system requirements
• Assists each station with disruptions and suggests or recommends best solutions in accordance to the ASOM and Commercial policies.
• Updates all stations, Station Heads, Area Managers, Directors and the VP on how the department is doing on the daily On Time Performance.
• Ensures that reported discrepancies from the stations are forwarded/followed-up to the departmental representatives in the NCC.

Duty Supervisor Jan 2015 to Apr 2016 (1yr and 3mos)
Cebu Pacific Air – NAIA (Ninoy Aquino International Airport) Terminal 3, PH
• Manage manpower, funds and equipment and activities within area of supervision: check-in counter, gate, ramp and baggage build-up area; ensure that all resources like manning, tools and equipment are available as plotted; formulating contingency and corrective actions where needed.
• Ensure that flights are dispatch on time securely and safely.
• Conduct daily pre-flight briefing of all staff directly under supervision.
• Monitor and ensure that all staffs are properly trained and all required trainings are current.
• Attend to guests during flight disruptions; ensure that guests are attended to properly; minimizing the negative impact of disruption within the purview of policy.
• Ensure that all areas have the appropriate and correct branding and in good condition; signage are correctly placed.
• Initiates corrective measures on any reported malfunction of any equipment and paraphernalia.
• Ensure that all facilities required in the Counter Area and Gate area are complete and operational.

Ramp Agent Jan 2013 to Jan 2015 (2yrs)
Cebu Pacific Air – NAIA (Ninoy Aquino International Airport) Terminal 3, PH
• Supervise all ramp side activities, ensuring that the flight is dispatched on time, safely and securely. Ensure that all manpower and equipment required are in place. Handling flights utilizing A320, A319, ATR-500 and ATR-600.
• Ensure that all processes and safety requirements on ramp operations are complied with. Checks flight status and secures all relevant information on loading, load planning, offloading, other relevant activities and requirements. Supervise loading of security items at compartment hold.
• Ensure that all guests are provided with good customer service – availability of wheel chairs, shuttle buses, umbrellas, laminated sacks for the baggage carts, etc.
• Coordinates with Flight Dispatch on crew complement, aircraft assignment, fuel load, parking bay, and other relevant information relating to flight being handled.
• Monitor aircraft servicing activities and alert unit concerned/flight dispatch accordingly if any abnormality is noted, i.e. cabin cleaning, catering, lavatory servicing, fuelling, maintenance.
• Monitor arrival of flight deck and cabin crew in preparation for passenger boarding; secure boarding clearance, as applicable.
• Strictly observes loading limitations of aircraft, i.e., floor bearing capacity, structural compartment capacities and other aircraft structural limits.
• Coordinate closely with the load controller and Duty Manager for any loading deviations, last minute acceptance of passenger and baggage, special cargo loads and passenger boarding.
• Coordinate with Baggage Build-up Area and Ramp Equipment Operator all activities and processes are completed in respect to offloading of guests.

Lead Customer Service Agent Dec 2011 to Jan 2013 (1yr and 1mo)
Cebu Pacific Air – NAIA (Ninoy Aquino International Airport) Terminal 3, PH
• Ensures that all posts are sufficiently manned and standard procedures are carried out at all times. Monitoring agents are executing efficiently at the check-in counter, departure gates and arrival area.
• Monitors flights arrival and departure to ensure On Time Performance is met while ensuring smooth passenger handling and customer service especially during flight disruptions.
• Provide proper information to guests requiring special handling. Review PNL and check irregularities. Assume Customer Service Agent function during exigencies.
• Provide post departure messages and flight following information to Regional Stations.

Customer Service Agent Jun 2010 to Dec 2011 (1yr and 6mos)
Topserve Manpower Solutions Inc.(TMSI) servicing Cebu Pacific Air
Davao International Airport, Davao, PH
• Check-in passengers into their flights. Profile passengers needing special assistance. Assess their check-in baggage; ensure to direct the guest to the dangerous goods, seeking confirmation that they are not carrying any dangerous goods. Assess as well, carry-on baggage.
• Handling of group check-in.
• Give flight updates to passengers on their respective flights. Make announcement at the boarding gate for any flight updates such as delays and/or cancellations, instructions and reminders.
• Coordinate with the ramp agent for boarding of the guests to their flights, assist guests requiring special handling, as well as, offloading of guests and corresponding check-in baggage.
• Answer guests inquiries on their flight and other concerns.

OJT (Head Cashier Office) Oct 2009 to Feb 2010 (4mos)
Philippine Airlines, Davao Int’l Airport Davao, Philippines
• Daily Sales Report under supervision of head cashier
• Accompany Head Cashier in depositing money to bank representative at the airport
• In charge in internal PAL phone calls
• Other tasks assigned by Head Cashier

Education
¬¬
Bachelor of Science in Airline Management & Accountancy 2006-2010
Mindanao Aeronautical Technical School (College of Technology)
R. Castillo St., Agdao, Davao City, PH
High School: Valedictorian 2002-2006
New Bataan National High School – New Bataan, Compostela Valley Prov.
Primary School: Salutatorian 1995-2002
Cabinuangan Central Elementary School
New Bataan, Compostela Valley Province
Certifications
• Initial Weight and Balance for Aircraft loading Airbus 320, 319 and ATR 7200 with permit # MNL 197
• ICJW- Ideal Customer Service journey Workshop December 2010
• ASAP- Airport’s Standard and Procedure
• Ramp Safety and Handling
• Aviation Security Training
• Navitaire Initial and recurrent trainings; skyport, skyspeed and skyschedule
• Dangerous Goods Training
• Passenger’s Documentation Training
• Airline Ticketing System Orientation Leadership Training- AMADUES system

Character References

AMADEU SOLITRINO
Head Mechanic
Lufthansa
Davao Station
+63919-6764-096
NICANOR CAMCAM
Station Manager, Cebu Station
Cebu Pacific Air
Mactan International Airport
+63-9988401997

Apomar G. Nellas
DIRECTOR – NETWORK CONTROL,
NETWORK CONTROL CENTER
Cebu Pacific Air
+63-9988404156

MARICEL MANAIOS
Head Cashier – DVO
Philippine Airlines
0908-8911-761 / 09165080702