James Gabriel S. Francisco

Experience

• 

  Asiana Airlines

  Aug 2012 - Dec 2015

  Senior Passenger Service Agent

  Designated into different areas such as:• Check-in-counter• Initial and Boarding Gate Agent• CIQ (Customs, Immigration, and Quarantine)• Arrival Agent• Flight Coordinator• Flight Documentations (After flight)Systems used:• Babel - Old system used byAsiana Airlines• Amadeus Althea CMKey Responsibilities:• Welcomes guests with inexhaustible smiles and warm greetings.• Ensure the validity of documents such as passport, visa, ticket, and boarding pass.• Check in all passengers with their respective flights and seats accordingly.• Assess all Documents after each flight and coordinate with the Supervisor.• Assisting passengers with special needs/assistance.• Responsible for coordinating the boarding of passengers onto aircraft, as well as deplaning.• Responsible for certain security-related duties, such as asking passengers security questions.• Make public address announcements as required• Coordinate with Ramp Service Agents to ensure that wheelchairs, strollers, and gate-checked bags (cleared through security) are made available for loading upon departure and delivery to passengers upon arrival• Sending flight information to the country of destination, Pre-flight and post-flight briefing. Show less

• 

  Philippine Airlines

  Mar 2016 - Aug 2021

  Customer Recovery Officer

  • Handle complaints from passengers sent via the official email.• Assist dissatisfied customers and turn them into brand advocates.• Answer phone calls and address the concerns raised by passengers and/or other departments.• Accommodate walk-in passengers.• Coordinate with different departments and outstations for handling reports, to initiate processing of certain documents and/or payment orders.• Assist other department units with their concerns raised through Omni-channel.• Monitor the aging of cases via the CRCM tool.• Collate snail mail received and assign to designated officers or corresponding offices. Show less

• 

  Crypto Gamers Inc.

  Aug 2021 - Feb 2022

  Business Development Manager

  • Research the latest games in the metaverse and create new opportunities to expand the business.• Collaborate with the marketing team to ensure requirements are met, such as reach numbers and company goals.• Strong understanding of company services as well as business position and competition to keep business competitive.• Identify and drive process improvement initiatives working to improve accuracy, timeliness, and productivity within the team.• Provides order management to incentivize scholars.• Manages orders received online.• Monitors and resolves order issues. Show less

• 

  Financial Times

  May 2022 - now

  • Assist in handling the volumes of contacts made by the FT business into Technology globally through phone,email, chat, self-service and direct contact, assisting in resolving or reassignment to the appropriate teams whereapplicable.• Manage calls and tickets of the global team and your personal queue to ensure SLA targets are met.• Ensure that customers are provided with regular updates on fault diagnosis prior to resolution and follow up thatthe customer is fully satisfied.• Escalate support queries to appropriate IT teams and work collaboratively to ensure timely resolution.• Perform user administration tasks on a host of end-user-based applications and systems, both locally andglobally.• Create and share knowledge with all members of the global team.• Handle both software and hardware installations, ensuring licensing procedures are followed, and help maintain acomplete asset listing.• Provide VOIP telephony support.• Provide support to all mobile and end-user devices, both FT and personally owned, where appropriate.• Understand the full range of services that the Service Desk provides.• Develop and maintain a good understanding of the FT businesses and support priorities.• Contribute to the continual service improvement of end-user services.• Facilitate mobile handset and postpaid plan requests to respective suppliers.• Report to the office in a hybrid work arrangement. Show less •Resolves customer concerns by clarifying issues, researching, investigating, and providing seamless customer support using different platforms.•Responds to incoming requests for cancellation of services and persuades customers to continue their subscription by providing the benefits of the product and discounts as applicable using different platforms as necessary.•Attracts potential subscribers who inquire about the product of the company by effectively communicating the company products and services using different platforms.•Handles and processes campaign leads received from the generated queues including but not limited to subscription renewal, payment failure, payment reminder, and customer win-back thru different platforms.•Contributes to team performance goals by accomplishing individual targets, SLAs, metrics, KPIs, etc.•Keeps team leader informed by reporting activities relating to the role and escalating customer concerns as necessary.•Maintains customer relationship management system by documenting and updating customer interactions.•Refers to unresolved customer concerns or special requests to the designated department or team for proper handling.•Participate in and perform special tasks and projects that may be assigned from time to time. Show less

  • Service Desk Associate

    Oct 2024 - now

  • Customer Care Associate

    May 2022 - Oct 2024