Elisa Cruz Gutierrez
Macao
Summary
Quality-driven and dedicated to solving customer problems efficiently to maintain satisfaction. Trained in operational guidelines and standard practices of companies. Industrious and responsible leader with solid background of accomplishment.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Senior Cargo Clerk
Menzies Macau Airport Services Ltd.
02.2024 - Current
- Compiled customer information into organized databases for easy access.
- Organized and maintained filing systems for confidential documents.
- Created memos, letters, emails, reports, presentations as requested by management.
- Scanned documents into digital formats ensuring accuracy of content.
- Organized physical files on an ongoing basis to ensure efficient retrieval times.
- Utilized computer software programs to create reports, labels, forms.
- Greeted visitors in a friendly and professional manner while directing them appropriately.
- Supported office clerical functions using word processing and other software, email and office machines.
- Followed confidentiality rules to preserve data quality and reduce potential information compromise.
- Received and distributed incoming mail, messages and packages to appropriate individuals.
- Answered telephones, directed calls, and took messages.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
General Manager
ECG Trading
02.2024 - 02.2024
- Developed and implemented operational strategies to improve efficiency, reduce costs and maximize customer satisfaction.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Maintained relationships with vendors to obtain the best pricing on supplies and materials.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Ensured compliance with local health department regulations regarding food safety standards.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Recruited, interviewed and hired qualified staff for open positions.
- Administered employee discipline through verbal and written warnings.
- Formed and sustained strategic relationships with clients.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Senior Customer Service Coordinator
CAM - Macau International Airport Co. Ltd.
01.2014 - 03.2020
- Conducted training sessions for employees on quality assurance processes, techniques and tools.
- Performed internal audits of production processes to identify areas of improvement and non-conformities.
- Ensured effective implementation of corrective actions to resolve any identified issues or discrepancies in a timely manner.
- Identified root causes for defects by analyzing statistical data from test results, customer feedback and other sources.
- Created KPIs related to process performance metrics such as defect rate, scrap rate.
- Ensured compliance with aviation security regulations.
- Provided assistance in the event of an emergency situation within the airport premises.
- Interacted with passengers regarding security rules and regulations at checkpoints.
- Analyzed risk factors associated with air travel operations.
- Implemented new safety initiatives as directed by management.
- Participated in meetings with airline representatives regarding operational issues affecting their flights.
- Conducted risk assessments of existing operational processes for potential safety hazards.
- Monitored airline performance metrics for identifying areas of improvement for safety management system implementation.
- Provided advice and support on occupational health and safety issues related to aviation activities.
- Provided customer service and support to clients over the phone, by email and in person.
- Created detailed reports on customer feedback and satisfaction levels.
Senior Customer Service Officer
ADA - Administration of Airports Limited
02.2013 - 12.2013
- Monitored customer satisfaction levels, responded to feedback and took corrective action when necessary.
- Assisted in resolving customer complaints quickly and efficiently.
- Answered incoming calls promptly and professionally.
- Provided timely follow-up services to ensure customer satisfaction.
- Developed strategies to improve customer service processes and procedures.
- Generated reports on customer inquiries, complaints, and comments for management review.
- Adhered to all company policies related to customer service operations.
- Trained new staff members in the use of various software programs used by the company's customers.
- Collaborated with other departments to identify potential areas of improvement in service delivery.
- Analyzed monthly performance metrics and identified trends impacting service quality.
- Conducted regular surveys to gauge customer satisfaction levels with the company's services.
- Implemented process improvements that enhanced the overall efficiency of the team's workflow.
- Ensured compliance with industry regulations related to data privacy and security measures.
- Prepared weekly progress reports detailing key achievements within the department.
- Developed and implemented account-specific strategies to facilitate revenue growth.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
Senior Performance Controller
ADA - Administration of Airports Limited
07.2010 - 01.2013
- Developed strategies to improve profitability by analyzing current trends in revenue and expenses.
- Conducted regular reviews of fixed assets register to maintain accuracy of records.
- Provided support during audits conducted by outside agencies or internal audit teams.
- Ensured compliance with applicable laws, regulations and reporting requirements such as SEC filings.
- Prepared consolidated financial statements at period end close including balance sheet reconciliations.
- Analyzed and reported data related to aircraft operations, performance, and safety.
- Developed strategies for efficient utilization of resources such as personnel, equipment, facilities.
- Ensured compliance with established policies and procedures related to aviation operations.
- Investigated incidents or accidents involving aircrafts to determine cause and corrective actions needed.
- Provided training to other staff members on proper use of aviation systems or equipment.
- Participated in meetings with internal stakeholders or external agencies related to aviation matters.
- Responded promptly to inquiries from customers regarding flight schedules or any other issues.
- Automated office operations, business group correspondence, acquisition record tracking and data communications.
Senior Commercial Executive
ADA - Administration of Airports Limited
01.1998 - 06.2010
- Developed and implemented marketing strategies to increase brand awareness, customer loyalty, and sales growth.
- Managed key accounts, established long-term relationships with clients, and identified new business opportunities.
- Negotiated contracts with vendors and suppliers while ensuring maximum profit margins.
- Analyzed market trends and consumer behavior to identify potential areas of growth.
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Performed cost analysis for various projects to determine budget requirements.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Developed key performance indicators to measure effectiveness of operational processes.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Provided technical expertise in the design and implementation of automated systems used in the operations department.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Produced SOPs to document workplace procedures and optimize productivity through standardization.
Education
Bachelor of Science - Business Administration
Centro Escolar University
Manila Philippines03-1986
Skills
- Spreadsheet development
- Records retrieval
- Information Security
- Bookkeeping
- Administrative Support
- Research
- Database entry
- Quality Control
- Correspondence Writing
- Quality Management
- Operations Support
Certification
- Training for Internal Auditors for ISO9001, ISO14000
- Occupational Safety and Health Training
- Introduction of Greenhouse Gas Quantification & Reporting ISO14064 Specification
- Introduction to ISO14001 - Environmental Management
- Airport Commercial Management
- SGHA and SLA Course
- Airport Operations
- Airport Terminal Management
Languages
Philippine
First Language
English
Intermediate (B1)
B1
Cantonese
Elementary (A2)
A2
Affiliations
- Intermediate Level (Written and Reading) - Portuguese Language
- Elementary Mandarin (HSK 1 and 2)
- Community Works
- Book Keeping
Expertise
- Strategic Analysis
- Critical Thinking
- Data Collection and Analysis
- Project Management
- Planning Coordination
Timeline
Senior Cargo Clerk
Menzies Macau Airport Services Ltd.
02.2024 - Current
General Manager
ECG Trading
02.2024 - 02.2024
Senior Customer Service Coordinator
CAM - Macau International Airport Co. Ltd.
01.2014 - 03.2020
Senior Customer Service Officer
ADA - Administration of Airports Limited
02.2013 - 12.2013
Senior Performance Controller
ADA - Administration of Airports Limited
07.2010 - 01.2013
Senior Commercial Executive
ADA - Administration of Airports Limited
01.1998 - 06.2010
Bachelor of Science - Business Administration
Centro Escolar University
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