Martin Escober Email & Phone Number

Toronto, Ontario, Canada

In my role as a Customer Support Advocate at Porter Airlines, I am responsible for providing real-time support to customers and station teams (CSRs), ensuring smooth day-of-travel experiences and upholding Porter’s commitment to professionalism and customer satisfaction. My key responsibilities include:• Managing and monitoring interline passenger reservations, particularly those impacted by IROPS and schedule changes.• Supporting stations and agents with inquiries related to interline and codeshare, ensuring timely, accurate, and professional responses.• Collaborating closely with SOCC operations to proactively solve flight disruptions for affected passengers.• Ensuring all customer interactions are handled with empathy, professionalism, and adherence to communication guidelines.• Actively participating in Porter’s Safety Management System (SMS), promoting and ensuring safety by reporting hazards and incidents as encountered.

Toronto, Ontario, Canada

• Delivered unparalleled customer service, prioritizing swift resolution on initial contact.• Demonstrated attentive, memorable, and empathetic interactions, embodying commitment to excellence.• Assisted passengers with inquiries regarding our airline's offerings, destinations, and loyalty program.• Championed the utilization of digital tools for seamless passenger transaction.• Managed reservation tasks, encompassing new bookings, modifications, cancellations, and fee handling.• Tackled challenges with creativity and fairness, ensuring equitable solutions.

Toronto, Ontario, Canada

• Achieved sales objectives by promoting and selling various product and service solutions.• Responded to requests from customers for information on products, equipment, services,and billing.• Strives to understand the customer's situation and recognize the customer’s needs.• Assumed full ownership of customers’ requests and ensure they are resolved in a timely manner.• Maintained a high level of competitive and product knowledge, including evolvingtechnology trends in the relevant products and services portfolio.• Satisfied needs of existing customers, by repeatedly accessing and making use ofinformational tools and systems.• Performed data analysis of customer’s current service utilization to present additional services and special offers that provide an enhanced solution.

Doha, Qatar

• Established a highly motivated team responsible for analyzing and managing high volume of customer feedback and legal cases. Achieved above-average Quality Assurance (QA) team scores. • Led investigations and strategically finalized resolutions and responses in collaboration with the team.• Oversaw the submission of compensation proposals to ensure fair and satisfactory resolutions.• Focused on customer satisfaction and retention resulting in achieving target Customer Retention Rate and First Call Resolution (FCR) Rate even during the pandemic. • Built and maintained strong relationships with stakeholders to support business development opportunities and recommended process improvements to enhance service delivery.

Doha, Qatar

• Oversaw staffing for the transfer desk operations team, ensuring optimal manpower allocation.• Monitored and effectively handled both planned and unplanned flight disruptions.• Implemented the approved Denied Boarding plans for all overbooked flights.• Collaborated closely with multiple stakeholders to ensure smooth coordination.• Ensured precise communication of company procedures and safety protocols to the team.• Completed necessary paperwork, promptly identifying, and addressing any discrepancies for swift resolution.

Doha, Qatar

• Supervised and provided support to Ground Services by integrating HUB Operations with the Integration Operations Centre.• Assisted the IOC Duty Manager in managing network figures, monitoring boarding process status, and compiling daily misconnection reports.• Sent ACARS messages to address misconnections for premium customers.• Collaborated with departure coordinators to facilitate gate changes.• Supervised and supported crew control by assisting with Dead Heading Crews for flights.• Conducted profiling of overbooked flights for pre-planning purposes.

Doha, Qatar

• Conducted pre-departure flight editing to ensure accuracy and compliance with operational requirements.• Managed seat assignments for special customers and closely monitored passenger acceptance.• Monitored and promptly responded to Telexes and Emails received from various stations.• Demonstrated proficiency in working both independently and collaboratively within a team environment.

Doha, Qatar

• Demonstrated ability to multi-task and deliver work under pressure. Handled and monitored 80-90 flights with a focus on Premium class customers, including CEO's guests.• Assigned staff and allocated flights and departure gates.• Managed flight disruptions caused by airline operations, immigration issues and safety reasons. • Organized counter/gates/transfer desk reports at the end of each shift.

Doha, Qatar

National Capital Region, Philippines

National Capital Region, Philippines