DANNICHER SORRA
LAPU-LAPU CITY (OPON)
Summary
Dynamic professional with a proven track record at Cebu Air Inc., excelling in customer service and operational efficiency.
Achieved a 100% boost in customer service scores as Terminal Manager in 1Aviation by implementing innovative processes.
Skilled in talent acquisition and fostering team collaboration, ensuring adherence to company policies while consistently meeting KPI targets.
Overview
16
16
years of professional experience
Work History
Terminal Manager
1AVIATION GROUNDHANDLING SERVICES
02.2019 - Current
- Handled customer complaints and revised process to improve service, boosting customer service scores 100%.
- Managed airline operations to ensure smooth functioning, optimal resource utilization, and on-time flight departures.
- Promoted safety programs throughout terminal by conducting meetings and communicating safety program messages.
- Drove employee engagement through open communication channels, frequent feedback sessions, and recognition of outstanding efforts.
- Developed strong relationships with clients, vendors, and other stakeholders for improved communication and collaboration.
- Enhanced safety standards by conducting regular audits and implementing corrective actions.
- Increased on-time performance with proactive scheduling and efficient workforce deployment.
Duty Manager
CEBU AIR INC.
01.2015 - 02.2019
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Implemented new procedures to optimize workflow efficiency within the customer service agents and Duty Supervisors.
Load Controller
CEBU AIR INC.
01.2012 - 01.2015
- Ensured accurate weight distribution on aircrafts through diligent calculation and adherence to industry standards.
- Collaborated with team members to develop innovative strategies for improving overall load control performance.
- Served as central communications hub for dispatch, ground handlers and baggage control room.
CUSTOMER SERVICE AGENT
CEBU AIR INC
02.2009 - 01.2012
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks simultaneously.
Education
Bachelor of Science - Nursing
OUR LADY OF FATIMA UNIVERSITY
MC ARTHUR HI-WAY MARULAS VALENZUELA CITY04-2005
Skills
- Consistently achieving timely KPI targets
- Adherence to company policies
- Talent acquisition and skill enhancement
- Business startup expertise
Accomplishments
For the 7 years Tenure of service as Terminal Manager, I was able to established many enhancements to make my Company be known and famous.
I spearheaded the Maiden Flight of Sunlight Air and Air Swift when our Company take over the Ground handling services of the two airlines. I am the in-charge for the planning and execution of the success of the launching of the two airlines in Mactan Cebu International Airport.
Additional Information
I am well-versed in building rapport to our client and can able to win their favorable response "Yes" for the proposed projects and plans.
I am very dedicated person when it comes to work and ensure that all my deliverables will be submitted on time or most even ahed of time.
I can be at most service to your company.
Languages
English
Bilingual or Proficient (C2)
Timeline
Terminal Manager
1AVIATION GROUNDHANDLING SERVICES
02.2019 - Current
Duty Manager
CEBU AIR INC.
01.2015 - 02.2019
Load Controller
CEBU AIR INC.
01.2012 - 01.2015
CUSTOMER SERVICE AGENT
CEBU AIR INC
02.2009 - 01.2012
Bachelor of Science - Nursing
OUR LADY OF FATIMA UNIVERSITY
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