MA SUSANA DE LA CERNA
Maardu
Summary
Experienced customer relations professional with 13 years of expertise in the casino, hospitality, and airline industries. Seeking a position to effectively apply extensive knowledge and skills in customer service and various areas of management. Committed to continuous learning and embracing new challenges, eager to leverage experience for long-term career growth.
Overview
13
13
years of professional experience
Work History
Travel and Crew Support Coordinator
Xfly Nordica
01.2024 - 12.2024
- Monitors and arrange flights schedules for crew and staff.
- Provide clear and timely information regarding travel plans including departure and arrival of the crew,
- Track and manage travel expenses using soldo. Ensuring adherence to budget to budget constraints.
- Maintain accurate records of crew travel details, including itineraries, booking confirmations, and expense reports.
- Work closely with the operations team to coordinates crew schedules with travel arrangements.
Ground Operations and Costumer Support Coordinator
Xfly Nordica
06.2023 - 01.2024
- Managed high-volume inbound calls, providing exceptional service to customers in need of assistance.
- Reduced escalations by effectively addressing concerns at the first point of contact whenever possible.
- Adhered to company policies, procedures and system documentation requirements.
- Established positive relationships with clients through proactive communication and attentive listening skills.
- Served as a key liaison between customers and internal departments, facilitating timely resolutions for urgent matters.
- Resolved discrepancies found on customer orders and facilitated communication between departments for resolution.
SHIFT MANAGER BOMBAY STUDIOS
Yolo GroupBombay Studios
07.2021 - 11.2022
- Handle and resolve all VIP customer complaints with effective decision making
- Facilitate and encourage teamwork with all colleagues around the studio
- Responsible for mentoring and coaching game presenters as required
- Ensure break list schedule are prepared and done properly
MENTOR/GAME PRESENTER BOMBAY STUDIOS
Yolo GroupBombay Studios
08.2021 - 07.2022
- Operate and handling live casino games such as Baccarat, Blackjack, Roulette, and Indian games
- Observing compliance and ensuring the rules are being followed
- Assisting the newcomer and evaluating their performance and appearance during first day in the studio and giving them more information and feedback
BRANCH MANAGER
FLEX GYM OMAN
01.2020 - 01.2021
- Increasing company’s profitability by organizing and delivering an appropriate range of fitness activities and program
- Managing the budget and inventory
- Maintaining high standard of customer service and ensuring compliance with health and safety legislation
INTERNATIONAL CABIN CREW
OMAN AIR
01.2014 - 01.2020
- Completed6 years for5-star airline company
- The main duties included providing the world class customer service and ensuring maximum safety on board the aircraft
- Responsible for the welfare of all passengers on board and assisting them
- Maintaining a friendly positive demeanour while communicating with passengers
GUEST RELATIONS OFFICER
CROWN TOWERS CITY OF DREAMS MANILA
01.2013 - 01.2014
- Providing assistance to VIP guest and give the outmost best experience
- Assisting guest proficiently and carry out all front office functions including room allocation
- Maintaining the guest satisfaction all throughout their entire stay
VIP CASINO HOST
TAKCHUN VIP CLUB IN SOLAIRE RESORTS AND CASINO
01.2012 - 01.2013
- Assisting VIP guest which includes managing customer’s profile, casino accounts, bookings, gambling tables, hotel bookings, dining, and other activities
- Consistently promoting casino activities and services and ensuring revenue
Education
BACHELOR IN SCIENCE AND NURSING - undefined
CENTRAL PHILIPPINE UNIVERSITY
01.2010
Skills
- Communication skills: good listener, observer, strong interpersonal
- Costumer service skills: ability to use positive language, empathy, and persuasive speaking ability
- Computer skills: proficient in Microsoft Office
- Analytical thinking skills: problem solving, critical thinking, creative
LNGG
Language: fluent in Filipino and English (C1 advanced)
Timeline
Travel and Crew Support Coordinator
Xfly Nordica
01.2024 - 12.2024
Ground Operations and Costumer Support Coordinator
Xfly Nordica
06.2023 - 01.2024
MENTOR/GAME PRESENTER BOMBAY STUDIOS
Yolo GroupBombay Studios
08.2021 - 07.2022
SHIFT MANAGER BOMBAY STUDIOS
Yolo GroupBombay Studios
07.2021 - 11.2022
BRANCH MANAGER
FLEX GYM OMAN
01.2020 - 01.2021
INTERNATIONAL CABIN CREW
OMAN AIR
01.2014 - 01.2020
GUEST RELATIONS OFFICER
CROWN TOWERS CITY OF DREAMS MANILA
01.2013 - 01.2014
VIP CASINO HOST
TAKCHUN VIP CLUB IN SOLAIRE RESORTS AND CASINO
01.2012 - 01.2013
BACHELOR IN SCIENCE AND NURSING - undefined
CENTRAL PHILIPPINE UNIVERSITY
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