ROZANNE FLORENCE SANTANA – LONDON

20F Fabro Hills Subdivision
Pusok, Lapu-Lapu City, Cebu
Philippines
Contact no. : (+63)9279774414
Email add: [email protected]

OBJECTIVE

To join an organization that offers me a constructive workplace for communicating and interacting with customers and people and obtain a customer service management position where I can effectively utilize my expertise in customer relations and staff leadership.

WORK EXPERIENCE

March 2019 – Prrsent Customer Relations Officer / Supervisor
MacroAsia Airport Services Corporation
Ground handler of Philippine Airlines
Mactan-Cebu International Airport

August 2015 –March 2019 Customer Relations Officer / Supervisor
Skylogistics Philippines Inc.
Ground handler of Philippine Airlines
Mactan-Cebu International Airport

• Assisting misconnecting passengers, transit passengers and VIPs.
• Coordinates with line personnel and other offices concerned in expediting action steps that directly address customer problems and complaints.
• Handles flight disruption and ensures that passengers are properly informed of developments and ascertain that they are assisted and extended the necessary amenities, rebooked and/or endorsed to other airline if necessary.
• Gathers co concerns and constraints of frontline staff and submit recommendations to the Duty Manager.
• Assist in thorough analysis, sound decision-making and timely action on customer problems and complaints in order to enhance customer satisfaction and goodwill.
• Handle irate passengers.

October 2012 – August 2015 Customer Service Agent
Skylogistics Philippines Inc.
Philippine Airlines
Mactan-Cebu International Airport

• Processing of documents, tagging of baggage, and check-in passengers.
• Making announcements of the arrival and departure of the aircraft at the boarding gate.
• Booking and issue tickets of the passengers.
• Collecting penalties of tickets and excess baggage.
• Assisting passengers with their needs and queries.
• Well trained as a Customer Relations Officer.

August 2011 Organizer, YOUTHakepic: Photo Contest and Exhibit
University of San Carlos

SKILLS AND ABILITIES

Good written and verbal communication skills.
Knowledgeable in computer (Microsoft Office and internet)
Innovative problem-solver who can generate workable solutions and resolve
complaints
Skilled in organizing events
Happy to work individually and as part of a team

PERSONAL DATA
Age : 25
Birth Date : December 20, 1991
Sex : Female
Nationality : Filipino

EDUCATION

Tertiary
University of San Carlos
Bachelor in Tourism Management
P. Del Rosario St.Cebu City
June 2008 – March 2012

Secondary
Palompon Institute of Technology
Evangelista St. Palompon, Leyte
June 2004 – March 2008

CHARACTER REFERENCES

Dario Mirasol
Supervisor
Passenger Handling-CheckIn
Skylogistics Philippines Inc- Philippine Airlines

Chona Dela Cruz
Senior Customer Relations Officer
Skylogistics Philippines Inc- Philippine Airlines

James Relampagos
Customer Services Officer
Passenger Handling Division
Philippine Airlines