Brent Bombita
Summary
Dynamic customer service professional with extensive experience at DNATA Singapore, excelling in problem-solving and empathetic communication. Proven ability to enhance passenger satisfaction through effective boarding processes and meticulous attention to detail. Skilled in ticketing systems and team collaboration, consistently achieving operational efficiency and fostering a positive travel experience.
Overview
16
16
years of professional experience
Work History
Airline Customer Service Agent
DNATA Singapore Pte Ltd
Changi Airport Terminal 1
12.2022 - Current
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
- Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
- Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- Collaborated with team members to achieve high levels of performance in demanding situations.
- Streamlined check-in processes for faster service, resulting in reduced wait times.
- Coordinated closely with other departments to address operational challenges affecting customer experiences smoothly and efficiently.
- Conducted thorough ticket verification to maintain airline security standards and prevent fraud incidents.
- Contributed to overall revenue growth by promoting ancillary services such as upgrades and additional fees when applicable.
- Adapted communication style based on each individual''s needs, providing clear instructions for non-native English speakers or those requiring additional support.
- Educated passengers on safety protocols throughout their journey, enabling them to feel secure during the flight.
Floor Manager
Shake Shack Singapore
Jewel Changi Airport
01.2020 - 12.2022
- Supervised store inventory to guarantee product accessibility.
- Supervised team of Number employees to maintain optimal restaurant floor performance.
- Improved customer satisfaction by addressing and resolving concerns promptly and efficiently.
- Developed and implemented floor plans and layouts to maximize customer satisfaction and sales.
Baggage Handler
Singapore Airlines (SATS)
Changi Airport Terminal 2
06.2015 - 01.2020
- Proactively identified potential problems or errors in the baggage handling process, taking corrective action when necessary.
- Improved baggage handling efficiency by streamlining loading and unloading processes.
- Assisted in the loading and unloading of cargo from aircraft, maintaining proper weight distribution for safe flight operations.
- Collaborated with team members to ensure efficient transfer of luggage between flights.
- Maintained clear communication with colleagues, supervisors, and airline staff to coordinate seamless baggage services.
- Enhanced customer satisfaction with timely and accurate baggage delivery to claim areas.
- Observed safety and privacy procedures in handling passengers' property.
- Followed security protocols when handling passenger belongings, ensuring the protection of personal property and sensitive items.
- Conducted regular inspections of baggage handling equipment, reporting any issues for prompt repair or replacement.
Food Service Supervisor
Mcdonald's Singapore
Kaki Bukit
01.2009 - 04.2013
- Kept guest and work areas clean, organized, and sanitized per established standards.
- Reduced food waste by implementing proper inventory tracking and storage practices.
- Maintained compliance with company policies and procedures for food safety, sanitation, and quality.
- Maintained health and food safety standards at all stages, from storage through delivery.
- Closely monitored food safety procedures ensuring consistent adherence to WSQ Food Hygiene guidelines, preventing foodborne illnesses.
- Enhanced customer satisfaction by efficiently managing food service operations and maintaining a clean environment.
- Ordered new supplies and food to maintain service levels.
Education
Diploma - Aviation Management
Temasek Polytechnic
21 Tampines Ave 1, Singapore 529757N Level - N Level
Yio Chu Kang Secondary School
Yio Chu Kang01.2012
Skills
- Customer relations
- Cultural awareness
- Airline policies
- Baggage handling
- Strong empathy
- Airport procedures
- Stress tolerance
- Flight scheduling
- Travel documentation
- Ticketing systems
- Customer service
- Microsoft office
- Decision-making
- Documentation
- Passenger assistance
- Creative thinking
- Problem-solving
- Language fluency
- Special needs assistance
- Group travel
- Staff training
- Regulatory compliance
- Boarding pass assignment
- Payment processing
- Sabre software
- Baggage handling procedures
Languages
English
Upper intermediate (B2)
Philippine (Tagalog)
Upper intermediate (B2)
Timeline
Airline Customer Service Agent
DNATA Singapore Pte Ltd
12.2022 - Current
Floor Manager
Shake Shack Singapore
01.2020 - 12.2022
Baggage Handler
Singapore Airlines (SATS)
06.2015 - 01.2020
Food Service Supervisor
Mcdonald's Singapore
01.2009 - 04.2013
Diploma - Aviation Management
Temasek Polytechnic
N Level - N Level
Yio Chu Kang Secondary School