Shan Michael Velasco

• Manage KLM - Royal Dutch Airlines presence on social media;
• Process and assist customers’ requests on behalf of KLM Airlines;
• Handle customer complaints and provide alternatives and solutions to ensure satisfaction;
• Interact and coordinate with clients, colleagues, and stakeholders;
• Maintain customer information on Salesforce updated;
• Handle contract renewals, resignations, terminations, and probation completions;
• Audit employees’ performance and assist managers in employees appraisals;
• Follow and implement communication guidelines, policies, and procedures;
• Perform general hiring processes such as recruiting, shortlisting, interviewing, and onboarding;
• Provide productivity reports to the respective managers;
• Plan and implement training programs for current and new employees;
• Create staff rosters optimizing staffing efficiency and maximizing employees satisfaction;
• Assist administrators regarding employee’s visa requirements;
• Perform other duties as assigned.

• Manage calls and emails regarding the status of operations, production, and services;
• Liaise with production team and management regarding production and working schedules;
• Keep records of customer interactions and transactions, recording details of inquiries and complaints;
• Draft contracts and proposal/offer letters;
• Coordinate with the Sales team with the required rates, information, and quotations;
• Organize, arrange, and coordinate meetings with clientele;
• Active participation in all the department and inter-department meetings;
• Coordinate with the inventory management team to ensure that deliveries satisfy the assigned purchase orders and report any back ordered or missing products.

• Provide high level of customer service through mail, calls, and personal visits;
• Process remittances to foreign countries complying with government regulations;
• Manage company’s account payables, receivables and audit transactions reports;
• Ensure validity and authenticity of the provided documentation for the transaction;
• Follow company’s policies and procedures while strictly maintaining customer confidentiality;
• Aid business owner with other tasks whenever necessary.