Monaliza Real
George Town
Summary
Airline professional with solid foundation in customer service and proven history of enhancing passenger experiences. Possesses keen focus on teamwork and adaptability, ensuring smooth operations and customer satisfaction. Recognized for excellent communication skills and ability to handle challenging situations with poise.
Overview
19
19
years of professional experience
Work History
Customer Service Agent
Cayman Dispatch Services
Grand Cayman, Cayman Islands
04.2025 - Current
- Southwest Airlines Customer Service Agent.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Educated passengers on safety protocols throughout their journey, enabling them to feel secure during the flight.
- Streamlined check-in processes for faster service, resulting in reduced wait times.
- Collaborated with team members to achieve high levels of performance in demanding situations.
- Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
Business Class Customer Service Agent
Transom Handling
Muscat, Oman
02.2008 - 03.2025
- Deliver a premium experience for high-profile passengers.
- Handle everything from personalized check-ins to ensuring smooth boarding for business class travelers.
- Provide top-tier service, whether by assisting with special requests, offering lounge access, or resolving last-minute issues such as rebookings or upgrades.
Office administrator
Transom Handling
Muscat, OMAN
01.2021 - 09.2021
- Streamlined office operations by implementing effective filing system.
- Resolved customer queries promptly for improved client satisfaction.
- Coordinated meetings and appointments, ensuring effective time management.
- Coordinated logistics for special events, resulting in successful company functions
- Organised filing systems and maintained records and documentation in alignment with company policies and data security protocols.
Operational Readiness and Airport Transfer Trainer
Transom Handling
Muscat, Oman
09.2016 - 04.2017
- Played a key role in the successful transition of a major airport terminal opening, training over 300 staff in new operational procedures, which contributed to a smooth and timely transfer.
- Increased staff preparedness for operational transfers by designing and conducting simulation exercises, resulting in a 90% success rate during the first week of live operations.
- Led crisis management training sessions, equipping staff with the skills to handle emergencies, thereby reducing response times and enhancing overall airport security.
- Worked closely with various airport stakeholders, including security, baggage handling, and immigration, to ensure seamless coordination and readiness for new operational protocols.
Passenger service agent
Macroasia Airport Services
Manila, Philippines
06.2006 - 10.2007
- Verified customer passports and documentation to travel.
- Determined level of assistance required for each individual passenger.
- Reviewed passports and travel documentation, issuing boarding passes upon completion.
- Handled disruption cases such as denied boarding situations or flight cancellations calmly.
Education
Bachelor of Science - Foreign Service
Lyceum of the Philippines University
Manila, Philippines05.2006
Skills
- Excellent Communication Skills Perfect Score for TOEFL English Test done in Cayman Islands
- Airline DCS( ALTEA, SABRE,GUI,ASCONNECT,MACS,QUICK CHECK-IN,)
- Reservations-Amadeus
- Computer Literacy
- Administrative Proficiency
- Communication & Cultural Sensitivity
- Fast-paced adaptability
- Customer Management Relationship
- Team Leadership
- Time Management and Multitasking
- Attention to Detail
Additional Information
Customer Service Excellence Program
International Weight and Balance
IATA Passenger Services
Human Factor/SMS
Train the Trainer(ORAT)
Aviation Security
Homeland Security Visa Documentation
IATA Dangerous Goods
Business Continuity Management
REFERENCES
Available upon request.
Timeline
Customer Service Agent
Cayman Dispatch Services
04.2025 - Current
Office administrator
Transom Handling
01.2021 - 09.2021
Operational Readiness and Airport Transfer Trainer
Transom Handling
09.2016 - 04.2017
Business Class Customer Service Agent
Transom Handling
02.2008 - 03.2025
Passenger service agent
Macroasia Airport Services
06.2006 - 10.2007
Bachelor of Science - Foreign Service
Lyceum of the Philippines University