April Love Ponte
Darch
Summary
Passionate about building client relationship and defusing client situations. Highly motivated and experienced customer service professional with over 10 years experience in the fast paced working environment. Excel in both team environment and alone. Familiar with major client services software and posses a positive attitude.
Overview
12
12
years of professional experience
Work History
Service Delivery Officer - APS 2
Australian Taxation Office
04.2023 - Current
- Analyzed customer accounts and resolved client issues for 97% satisfaction rate.
- Resolved 84% of customer calls within 5-10mins by utilizing admin time familiarizing SMART procedures and updates, peer feedback to complete complex activities and client issues.
- Uses wide variety of ATO systems and Macros to complete work such as ICP, Siebel, ABR and AIS which increases productivity rate on IWD work from 26% to 212% during end of probation period.
- Proficient of ATO systems that can complete straight forward activity within 5-10 minutes.
- Assisted 5+ team members during probation period by explaining theory behind complex scenarios, resulting in increase of team productivity rate.
- Followed 100% of PORO procedures to protect ATO's and clients record integrity.
- Kept accurate records of customer interactions and corresponding cases by providing quality notes in client records to be able to efficiently respond to client needs.
- Collected, arranged, and input information into database system.
Airline Representative
Qatar Airways
08.2019 - 02.2023
- Supervised check-in process, ensuring 100% of passengers complied with airline, airport, federal and state regulations.
- Presented relevant information to customers before boarding decreasing complaints and questions by 35%.
- Processed 50+ daily payments using cash, credit cards, checks, travel points and vouchers.
- Collaborated with baggage service team to track 98% of lost luggage, checked bags, and cargos.
- Ensured 100% compliance with federal, state, and city laws regarding aircraft, passenger and staff safety.
- Negotiated 150+ ticketing issues through proper airline procedures and positive mediation, resolving 94% of complaints without further assistance.
- Rescheduled 2,000 flights during COVID travel restrictions with 99% of passengers on flights within 48hours of cancelling.
- Updated disabled/special-needs passenger procedures, increasing efficiency by 30%
Service Desk Supervisor
Dnata Airport Operations
02.2016 - 08.2019
- Led team on inaugural flight with full capacity of passengers, media coverage and has achieve on time performance.
- Managed team of 12+ airline customer service staff, providing peer mentorship and guidance.
- Developed up-to-date customer records using 5 types of software, including Altea CRM, while interacting with customer across email, phone, and social media.
- Handled average of 78 customer inquiries and complaints per day with 92% customer satisfaction rate.
- Trained 10 new hires in airline policies and procedures, customer service principles and customer management system.
- Ensured compliance of airline protocols and following KPI's.
Senior Airport Customer Service Agent
Qatar Airways
05.2012 - 02.2016
- Developed and maintained detailed knowledge of 50+ airline products and services, enabling immediate answers to customer inquires.
- Assessed 17+ daily flight disruptions, following through with customer phone calls and emails to ensure appropriate steps were taken.
- Handled 2000+ daily incoming and outgoing passengers, including transit passengers. Managed complaints and addressing specific concerns.
- Coordinated with ramp agents to successfully store, remove and transport customer baggage of busy passenger traffic in airline airport hub.
Education
Bachelor of Science - Travel And Tourism Management
Holy Name University
Bohol Philippines03.2009
Skills
- Trained in different processing work type such as TFN registration, action Income Tax Amendments and all forms generalist
- Uses wide variety of ATO systems and Macros to complete work such as ICP, Siebel, ABR and AIS
- Utilizes SMART procedures, peer feedback and support staff to solve complex issues
- Well verse in accessing MASCOT and DIBP Trips
- Familiar with PORO procedures to protect ATO's and clients record integrity
- Skilled in using whole Microsoft suite of programs, word, excel
Timeline
Service Delivery Officer - APS 2
Australian Taxation Office
04.2023 - Current
Airline Representative
Qatar Airways
08.2019 - 02.2023
Service Desk Supervisor
Dnata Airport Operations
02.2016 - 08.2019
Senior Airport Customer Service Agent
Qatar Airways
05.2012 - 02.2016
Bachelor of Science - Travel And Tourism Management
Holy Name University
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