Binumho George Gahid Email & Phone Number

Kuala Lumpur, My

Kuala Lumpur

Moved into the core to lead multiple teams across all functions, enhance customer experience.• Social media and web response enhancement. Promote top-tier customer engagement, improve first contact response, and enhance overall customer experience through wonderfully crafted emails and comment responses.• Customer Operations. Help lead the frontline operations team to meet the team KPI targets and SLAs through meticulous queue management, prioritization, and people management.• E-commerce. Help setup support for the non-airline arm of the business, be the point of contact for all as a department. As the primary contact center, we are continuously aiming to provide the best CX out there vs the competition in the greater goal of becoming ASEAN’s choice for lifestyle and travel.

Manila

Fully embracing Customer Happiness, stepping up into the management team, this designation has allowed me lead a team that helped establish and integrate Preflight as an essential component of Customer Happiness. Among my duties are:• Bulk notification. Template creation, data gathering, and constant coordination with Scheduling and Operations and Control Center to make sure all guests are updated with any interruption to their flights and the types of Service Recover Options (SRO) they can avail.• Process Improvement and Development. Lead a team of auditors to make sure all guests are covered, help establish automation, and continuously innovate to make sure backend tasks are done in the most efficient way.

Manila

A temporary re-designation to help the Customer Happiness department in handling a high volume of guest requests brough about by the COVID-19 pandemic. Through the 155 program, my tasks are:• First guest contact. Assisting guest queries and requests, handling guest complaints, and providing resolution to guest concerns in an empathetic and efficient way through live chat, social, web cases, and emails.• Information dissemination. Informing guests of flight status, recovery options in case of flight interruption, general entry requirements, member accounts handling, and current company promotions, and including their terms and conditions.• Sales. Point of contact for flight sales, meal requests, seats and other products and merchandise available within the AirAsia group.

Manila

In this position, it is my responsibility to make guests ambassadors of our brand through high quality guest services. The aviation industry does not only become a medium for travel but as a tool for mobility in economic regions such as ASEAN and the EU. As the number of passengers grow, the airline has to be up-to-date with the latest trends whether that be on safety, on-time performance, and efficiency while reducing carbon footprints. As a guest services assistant a few of my duties are as below:• I welcome people into AirAsia for their check-in process, baggage drop and letting them board their aircraft. In doing so, I have to ensure that they are aware of travel protocols in terms of safety.• On the side, I sell products and services as well that benefit guests during their entire experience with AirAsia such as additional baggage allowances, meals and seats.

Wisconsin Dells, Wisconsin, United States

Gained relevant training and was assigned to all different areas of the hotel and the food and beverage industry to include food preparation, food service, reception, room service, banquet and cashier operations.Being a front-line restaurant host with excellent interpersonal skills; properly trained in greeting and seating guests properly and making sure they are comfortable in a five-star, fine dining setup while maintaining a positive can-do attitudeBoosting sales by up-selling and making engaging conversations with guests. Responsible for opening and closing the snack bars, and performing retail and sales operations.Willingly performing ad hoc duties assigned by superiors that included taking guest orders,and serving food to guests in a timely manner in the restaurant.Recognized as one of the best performing and most reliable interns who performed in a supervisory capacity.

Wisconsin Dells, Wisconsin, United States

Baguio City

A 400-hr introduction and practical experience in the food and beverage industry. As an on-the-job trainee I was assigned to three sub-departments: ala-carte food service, banquet food service, and housekeeping.In a la-carte food service, I was tasked to welcome guests at the Olive Restaurant, seat them comfortably, offer and up-sell products and specialties on the menu, and eventually serve the food and beverages. I reported to both the food and beverage supervisor and the manager.Banquet food service on the other hand involved setting up event areas for a variety of occasions. From the number of tables, the layout of the event, decor, and table setup, everything had to run smoothly from the beginning of the event, to the food service, and to overall assisting groups of people with their needs.Housekeeping duties included setting up rooms to top standards. Rooms had to be dust-free, good smelling, in perfect order, with clean sheets, and all amenities had to be present.

Baguio City

Teach English as a second language to Chinese students ages 3-60+ of varying English proficiency levels. As such, for each student, a lesson is assigned per class session to ensure progress in learning with corresponding notes on where the student can improve. This happens over an extended period of time with many teachers as support group for students eager to learn the English language.