Aizza Marie Hugo

AIZZA MARIE HUGO Guest Relations Officer /Schengen Submission Officer Airline Contact Center Supervisor Visa Experience --Doha, Qatar EDUCATION Bachelor of Commerce Major in Banking and Finance Centro Escolar University 2000 - 2004 Intermediate French Institut Français du Qatar 2017 - 2019 EXPERTISE Customer Relationship Management Multi-Channel Support Conflict Mangement Problem Resolution Effective Communication Proficiency in Apollo, Galileo and Amadeus GDS System LANGUAGE English Tagalog French Aug 2021- Jun 2024 CAPAGO - France Schengen Visa I Doha, Qatar Guest Relations Officer/Visa Submission Officer Welcomes guests for their appointments, facilitates check-ins, and handles customer inquiries and escalations. Processed diverse visa applications, ensuring compliance with immigration laws and security protocols. Verified authenticity and accuracy of documents, including passports, itineraries, and financial records. Conducted applicant interviews to assess travel intent and gathered essential information. Provided clear, accurate guidance on visa requirements and application procedures to applicants. Managed data entry and records to track application progress and maintain organization. Maintained strict confidentiality and adhered to privacy regulations. 2011 - 2020 MANNAI TRAVEL I Doha, Qatar Senior Ticketing and Reservations Agent Efficiently handle end-to-end ticketing process, including booking, rebooking, cancellations, and modifications using Amadeus and Galileo system. Provide personalized travel solutions to clients, taking into consideration their preferences, budget and travel requirements. Collaborate with Airlines and other travel partners to secure the best rates, availability and options for customers. Resolves complex customer inquiries and issues, ensuring a high level of satisfaction and repeat business. Stay updated with current industry trends, fare structures, and travel regulations to provide accurate information and guidance to clients. 2009 - 2011 UNITED AIRLINES - Contact Center I Philippines Contact Center Supervisor / Service Director Lead and manage a team of call center reservations agents, providing guidance, coaching, and performance feedback to ensure high-quality service delivery and customer satisfaction. Oversee the ticketing and reservation process, monitoring booking accuracy, and ensuring compliance with airline policies and procedures Coordinate with other departments, including flight operations and ground staff, to facilitate smooth passenger handling and resolve customer issues effectively. Develop and conduct training programs for agents to ensure their proficiency in the reservations systems, fare structures, and customer service protocols. Manages escalated calls, and granting compensation for flight delays and cancellations following the airlines policies.