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I am a dedicated customer service professional with 20 years of experience spanning the restaurant, hotel, and airline industries. I've worked across Canada, Qatar, the Philippines, and Spain, collaborating with people from diverse cultures to deliver exceptional service in fast-paced environments. I thrive in guest relations, team leadership, and operations support, and I'm proficient with hotel and airline reservation systems to ensure smooth bookings and memorable experiences for customers.…I am a dedicated customer service professional with 20 years of experience spanning the restaurant, hotel, and airline industries. I've worked across Canada, Qatar, the Philippines, and Spain, collaborating with people from diverse cultures to deliver exceptional service in fast-paced environments. I thrive in guest relations, team leadership, and operations support, and I'm proficient with hotel and airline reservation systems to ensure smooth bookings and memorable experiences for customers.

Laverne Madridano Nacino

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I am a dedicated customer service professional with 20 years of experience spanning the restaurant, hotel, and airline industries. I've worked across Canada, Qatar, the Philippines, and Spain, collaborating with people from diverse cultures to deliver exceptional service in fast-paced environments. I thrive in guest relations, team leadership, and operations support, and I'm proficient with hotel and airline reservation systems to ensure smooth bookings and memorable experiences for customers.…I am a dedicated customer service professional with 20 years of experience spanning the restaurant, hotel, and airline industries. I've worked across Canada, Qatar, the Philippines, and Spain, collaborating with people from diverse cultures to deliver exceptional service in fast-paced environments. I thrive in guest relations, team leadership, and operations support, and I'm proficient with hotel and airline reservation systems to ensure smooth bookings and memorable experiences for customers.

Available to hire

I am a dedicated customer service professional with 20 years of experience spanning the restaurant, hotel, and airline industries. I’ve worked across Canada, Qatar, the Philippines, and Spain, collaborating with people from diverse cultures to deliver exceptional service in fast-paced environments.

I thrive in guest relations, team leadership, and operations support, and I’m proficient with hotel and airline reservation systems to ensure smooth bookings and memorable experiences for customers.

Skills

Experience Level

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Language

English

Fluent

Work Experience

Team Member - Food & Beverage Quick Service Restaurant at TIM HORTONS

July 13, 2025 - July 13, 2025

Greeted and welcomed guests with warm hospitality over the counter and drive-thru; took accurate orders using the POS; ensured timely preparation and quality of food and beverages; maintained a clean and organized environment; adhered to operational standards and health and safety procedures; presented a professional appearance while delivering fast, friendly service in a high-volume setting.

Guest Services Front Desk Agent at THE STRATFORD HOTEL - HOCO HOTELS

July 15, 2023 - July 15, 2023

Greeted guests, managed check-ins and check-outs, and ensured a seamless guest experience throughout their stay. Handled reservations online and via phone, accurately entering booking details into the hotel system, processed customer payments and presented bills upon check-out, and assisted guests with special requests. Also fulfilled last-minute room setup and stay-over cleaning requests in the absence of housekeeping, maintaining a high standard of guest satisfaction.

Customer Services Duty Supervisor at QATAR AIRWAYS

January 19, 2023 - January 19, 2023

Ensured top-tier customer satisfaction and delivered world-class service. Oversees 40-50 ground staff per shift, ensuring flights departed on time and coordinating smooth operations. Handled escalated customer complaints, providing effective solutions and maintaining a high standard of service for being the Best Airline and in the Best Airport in the world. Prepared daily reports on operational concerns. Played a key role in the successful delivery of FIFA World Cup Qatar 2022, contributing to the arrival of over 500,000 passengers and achieving an impressive 90% On-Time Performance across all flights.

Senior Customer Service Agent at QATAR AIRWAYS

September 30, 2018 - September 30, 2018

Managed pre and post-flight administration at boarding gates to ensure accurate, service-oriented acceptance and boarding for passengers. Maintained visibility to deliver the highest level of service and professionalism.

Senior Travel Consultant - Core Business at DNATA TRAVEL

November 15, 2015 - November 15, 2015

Provided superior customer service to DNATA/Emirates Dubai government and corporate clients, ensuring high-quality travel services and converting inquiries into sales. Handled complex airline and travel package reservations and offered expert advice.

Process Associate - UNITED AIRLINES Reservations at InterGlobe Technologies Philippines, Inc.

July 15, 2015 - July 15, 2015

Handled reservations, ticketing, and reissuance. Provided flight information and customer service support, including travel agency assistance.

Account Manager - Travel Agency Sales at InterPacific Transit Inc - GSA DELTA AIRLINES

October 30, 2014 - October 30, 2014

Managed relationships with non and IATA agents, delivering weekly sales reports and performance metrics to senior management, developed strategies to maximize revenue. Ensured clients were enrolled in frequent flyer program, enhancing loyalty and engagement. Oversaw the implementation of negotiated contracts for Group Bookings. Organized sales visits, product updates, and events to drive market share growth and conversions.

Lead Passenger Sales - Sales Support Center at InterPacific Transit Inc - GSA DELTA AIRLINES

August 30, 2013 - August 30, 2013

As an Officer-in-Charge, empowered to resolve complex reservations, issue waivers, and provide exceptional service to high-value clients in the Philippines and Australia. Managed group blockings, contracts, fare quotations, ticket reissuances, and flight reservations. Served as the point of contact for interline fare and system issues with VAustralia and Delta.

Passenger Sales Agent - Reservations at InterPacific Transit Inc - GSA NORTHWEST AIRLINES

June 30, 2010 - June 30, 2010

Handled bookings for the Philippines and Australia, including ticketing, reissuances, fare quotations, and frequent flyer bookings. Ensured accuracy in fare restrictions and provided efficient, customer-focused service in line with airline policies.