Ma. Susana dela Cerna
Maardu Linn, Tallinn Estonia
Summary
International operations and customer experience professional with extensive experience in aviation,resort casino hospitality, and service operations. Proven ability to coordinate complex travel logistics,manage operational processes, and resolve customer issues efficiently fast-paced,multicultural enviroments.Recognized for strong communication,problem-solving skills,and a commitment to delivering exceptional service while supporting smooth business operations and high customer satisfaction.
Overview
9
9
years of professional experience
Work History
Travel and Crew Support
Xfly Nordica
01.2024 - 2025
- Coordinated complex crew travel logistics, achieving 100% compliance with schedules and budgets.
- Maintained detailed records of itineraries, bookings, and expense reports, facilitating efficient audit processes.
- Monitored expenses through Soldo, minimizing cost discrepancies effectively.
Ground Operations and Customer Support Coordinator
Xfly
Tallinn
06.2023 - 01.2024
- Liaised between customers and internal departments to address urgent operational issues promptly.
- Resolved high-volume customer inquiries at first contact, improving customer satisfaction.
- Built strong client relationships through proactive communication, fostering trust and loyalty.
Shift Manager
Bombay Studios Yolo Group
Tallinn
08.2022 - 2023
- Supervised daily operations, driving team performance and maintaining workflow efficiency.
- Positioned skilled staff in key areas during shift to enhance overall department productivity.
- Coordinated staff schedules to optimize coverage during peak service hours.
- Trained new employees on operational procedures and company policies.
- Managed VIP customer complaints, ensuring compliance and fostering customer satisfaction.
Game Presenter
Bombay Studios Yolo Group
Tallinn
07.2021 - 07.2022
- Oversaw player interactions to uphold gaming protocols and maintain an engaging experience.
- Delivered clear game rules and instructions to enhance participant understanding.
- Operated studio equipment to support seamless live presentations.
INTERNATIONAL CABIN HOSTESS
Oman Air
Muscat
11.2014 - 01.2020
- Delivered exceptional in-flight service, prioritizing passenger safety and comfort.
- Addressed diverse passenger needs with professionalism and cultural sensitivity, enhancing overall customer experience.
- Coordinated with team members to maintain seamless cabin operations and compliance with company standards.
Education
Bachelor of Science -
Central Philippine University
Philippines06-2010
Skills
- Travel logistics coordination
- Payment and operations handling
- Internal operations and booking systems
- CRM and case management
- Customer relationship management
- Customer support escalation
- Dispute resolution
- Transaction resolution
- Risk management
- Data accuracy and documentation
- Process improvement
- Microsoft Excel proficiency
- Cross-team collaboration
- Compliance monitoring
- Conflict resolution
- Client communication
Languages
C1 Advanced, A1 Beginner, A1 Beginner
Phone
+3725813 2397
Languages
English
Proficient (C2)
C2
Estonian
Beginner
A1
`russian
Beginner
A1
Timeline
Travel and Crew Support
Xfly Nordica
01.2024 - 2025
Ground Operations and Customer Support Coordinator
Xfly
06.2023 - 01.2024
Shift Manager
Bombay Studios Yolo Group
08.2022 - 2023
Game Presenter
Bombay Studios Yolo Group
07.2021 - 07.2022
INTERNATIONAL CABIN HOSTESS
Oman Air
11.2014 - 01.2020
Bachelor of Science -
Central Philippine University