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Alia Jameela Francisco

Alia Jameela Francisco

Secretary
Dubai, دبي

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About Alia Jameela Francisco:

I am a well-presented and confident professional, renowned for delivering exceptional customer service. My excellent communication skills are matched by a strong sense of organization and a commitment to meeting deadlines. Furthermore, I am an enthusiastic and courageous individual, eager to take on a challenging role that allows me to leverage and enhance my skills and knowledge. My objective is to make a significant impact on the success of the company while growing professionally within the organization

Experience

Passenger Service Agent
Oct 2017 - Dec 2019
Macroasia Airport Services Corporation (Philippine Airlines), Pasay City, Philippines


• Provided exceptional customer service by warmly greeting and assisting passengers, promptly addressing
inquiries.
• Efficiently managed baggage check‑in, ensuring a smooth transition from check‑in to departure.
• Delivered specialized assistance to elderly passengers, individuals with disabilities, and families with
young children, enhancing their travel experience.
• Monitored flight details vigilantly, offering timely support and guidance to passengers during
pre‑boarding.
• Upheld the highest standards of passenger safety and security throughout all stages of travel.
• Catered to the needs of frequent flyers by verifying and processing their travel rewards.
• Offered personalized services to VIPs and frequent flyers within the exclusive Business Class Lounge.


Customer Service Consultant
Lufthansa Services Philippines, Muntinlupa City, Philippines
Feb 2020 - Jun 2020


• Managed high‑volume inbound calls, ensuring prompt and courteous service for passengers.
• Specialized in flight reservations, delivering comprehensive product knowledge and sales expertise.
• Efficiently processed ticket sales and payments, enhancing customer satisfaction and revenue growth.
• Expertly handled flight rebooking, demonstrating flexibility and problem‑solving abilities.
• Accommodated special requests, providing personalized service to meet unique passenger needs.


Customer Service New Associate / Quality Analyst
Accenture Philippines, Taguig City, Philippines
Dec 2020 - Jul 2022


* Answering the customers query about their cryptocurrencies via email or chat.
* Providing accurate and relevant information by answering the tickets that the customer raised
regarding the safety and security of their cryptocurrencies as well as their account.
* Handling customer complaints.
* Assisting newly‑hired employees to ensure they pass their training.
* Coaching the agents to ensure quality.
* Ensuring that client quality and customer satisfaction are met.
* Auditing the agentsʼ performance to ensure quality.
* Facilitating client meetings and calibrations.
* Making reports via Google sheets & Excel.


Call Monitoring Specialist (Quality Analyst)
Foundever Philippines, Pasig City, Philippines
Sep 2022 - Feb 2024


• Performed daily quality evaluations on customer service calls to maintain and exceed company standards
and precision.
• Proposed actionable improvements to quality protocols to drive the achievement of strategic objectives.
• Delivered proactive coaching to agents, enhancing their performance and ensuring superior work quality.
• Ensured compliance with rigorous client‑specific quality criteria to secure high levels of customer
satisfaction.
• Conducted thorough audits of agent performance to uphold quality assurance.
• Led client meetings and calibration sessions to align quality expectations.
• Generated detailed reports utilizing Google Sheets and Excel to track and present quality metrics.
Receptionist/Administrative Assistant


Smart Book For Banking Consultant Co. LLC, Dubai, UAE

April 2024 - Present

• Maintaining contact lists, filing systems and office equipment.
• Producing and distributing correspondence, reports and documents.
• Greeting and assisting office visitors.
• Managing calendars, mail and inventory.
• Organizing and scheduling appointments and meetings.
• Answering and directing phone calls and emails.
 

Education

Bachelor of Science in International Travel and Tourism Management Lyceum of the Philippines University, Manila, Philippines

Graduated Cum Laude, (June 2013 - March 2017)

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