Geoffrey Sonza
Service Excellence Learning Specialist
Malolos,Bulacan
Summary
Extensive involvement in all levels of relationship building and program development.
Overview
5
5
years of post-secondary education
16
16
years of professional experience
Work History
Service Excellence Learning Specialist - HR
Qatar Airways
Doha, Qatar
06.2019 - 04.2020
- Conducted Customer Service workshops to Ground Services staff where Qatar Airways has been voted as World's Best Airline in 2019.
- Facilitated group training and instructional program relating to behavioral, process, systems, policies and procedures for Ground Services.
- Led projects on Customer Service delivery that identifies opportunities for improvement.
- Formulated course creation for Ground Services and has been been successfully implemented to Qatar Airways network.
Customer Care Officer - Commercial
Qatar Airways
Doha, Qatar
08.2016 - 06.2019
- Resolved customer complaints on product and services through email communication and phone to save customer relationships.
- Facilitated customer complaints on Social Media platforms and coordinated to customer care coordinators for handling.
- Worked with Line Managers on legal cases for review and compensation approvals.
Coordinator - Baggage/Customer Service
Qatar Airways
Doha, Qatar
01.2014 - 08.2016
- Facilitated HAQIBA and World Tracer system trainings, mishandled baggage tracing and settlement procedures.
- Conducted performance review of baggage services line stations to lessen mishandled baggage throughout Qatar Airways network.
- Established quick solutions to customer’s baggage complaints logged in Facebook, Twitter and other social media platforms.
- Prepared baggage statistics report for Ground Services Management review.
Senior Agent - Baggage/Customer Service
Qatar Airways
Doha, Qatar
04.2009 - 12.2013
- Managed team of 20+ staff overseeing the performance to ensure smooth handling customer's baggage.
- Resolved mishandled baggage by reuniting to customers within the stipulated time frame.
- Prepared monthly mishandled baggage report to Management to breakdown problems and carried out solutions for retention of customer relationships.
Customer Service Agent - Customer Service
Qatar Aviation Services
Doha, Qatar
11.2006 - 04.2009
- Provided primary customer service at the check-in counter, boarding gate and arrival areas.
- Executed call center task with efficiently at Baggage Department call center - answered over 25-30 calls per hour to meet fast paced call center demands.
- Conferred customer's complaints with Airline Management to discuss service failure and determine corrective action.
Customer Services Agent - Customer Service
PAGS/Cathay Pacific Airways Ltd.
Pasay City, Philippines
06.2004 - 10.2006
- Demonstrated high attention to detail at the check-in counter, boarding gate and arrival areas.
- Assisted call-in customers with queries or complaints.
Education
Bachelor of Science - Computer Science
Adamson University
Manila, Philippines 06.1996 - 03.2001
Certificate - Nihongo Language
IWA Language Learning Center
Malolos, Bulacan, Philippines 03.2021 - Current
Online Course - Accounting And Finance
E-business Ideas in The Philippines
07.2020 - 09.2020
Online Course - Photographic, Film, And Video Technology
Toonly Online
04.2020 - 06.2020
Webinar: Introduction To E-learning Approach - Webinar
Harvard Open University
03.2020 - 03.2020
Certificate:Office Information Security Awareness - Security Services Administration And Management
Qatar Airways Training Center
Doha, Qatar 01.2020 - 01.2020
Certificate: Passport To Baggage Handling -
Qatar Airways Training Center
Doha, Qatar 08.2019 - 08.2019
Certificate: Customer Handling - Customer Service
Qatar Airways Training Center
Doha, Qatar 08.2019 - 08.2019
Certificate: Data Protection And Privacy Awareness - Data Protection
Qatar Airways Training Center
Doha, Qatar 08.2019 - 08.2019
Certificate: Altea Customer Management Supervisory - Aviation Management And Operations
Qatar Airways Training Center
Doha, Qatar 07.2019 - 07.2019
Skills
Networking and Relationship Building
Timeline
Certificate - Nihongo Language
IWA Language Learning Center
03.2021 - Current
Online Course - Accounting And Finance
E-business Ideas in The Philippines
07.2020 - 09.2020
Online Course - Photographic, Film, And Video Technology
Toonly Online
04.2020 - 06.2020
Webinar: Introduction To E-learning Approach - Webinar
Harvard Open University
03.2020 - 03.2020
Certificate:Office Information Security Awareness - Security Services Administration And Management
Qatar Airways Training Center
01.2020 - 01.2020
Certificate: Passport To Baggage Handling -
Qatar Airways Training Center
08.2019 - 08.2019
Certificate: Customer Handling - Customer Service
Qatar Airways Training Center
08.2019 - 08.2019
Certificate: Data Protection And Privacy Awareness - Data Protection
Qatar Airways Training Center
08.2019 - 08.2019
Certificate: Altea Customer Management Supervisory - Aviation Management And Operations
Qatar Airways Training Center
07.2019 - 07.2019
Service Excellence Learning Specialist - HR
Qatar Airways
06.2019 - 04.2020
Customer Care Officer - Commercial
Qatar Airways
08.2016 - 06.2019
Coordinator - Baggage/Customer Service
Qatar Airways
01.2014 - 08.2016
Senior Agent - Baggage/Customer Service
Qatar Airways
04.2009 - 12.2013
Customer Service Agent - Customer Service
Qatar Aviation Services
11.2006 - 04.2009
Customer Services Agent - Customer Service
PAGS/Cathay Pacific Airways Ltd.
06.2004 - 10.2006
Bachelor of Science - Computer Science
Adamson University
06.1996 - 03.2001
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