Jonna Grace Santocildes

Home care manager with expertise in client relationship management and patient-centered care, currently overseeing operations at ConnectOs in Metro Manila. Achieved significant improvements in patient satisfaction as patient insurance manager at Lakeside Medical Clinic by optimizing insurance verification processes. Increased sales by 20% as customer sales support manager at Rtriibe through effective upselling strategies.

Proficient in ESL teaching and immigration sales management, with a strong focus on high-value visa negotiations and compliance in diverse healthcare settings.

Home Care Manager - Project Based - ConnectOs - Mandaluyong City, Metro Manila, Metro Manila

(2025-04 - 2026-07)

• Maintained client health and wellbeing by assessing and providing appropriate services that suited current needs.
• Conducted consultations with clients to obtain understanding of requirements and service needs.
• Treated service users and families with dignity and respect, consistently meeting welfare needs.
• Developed and maintained strong relationships with service users, relatives, and local communities to support patient-centred care.

Patient Insurance Manager/Customer Sales Manager - Lakeside Medical Clinic - Saskatoon, Canada

(2020-10 - 2022-08)

• Verify insurance and update patient details.
• Submit and follow up on claims and pre-authorizations.
• Ensure accurate billing and coding of services.
• Communicate with patients regarding insurance, payments, and issues.
• Optimized insurance verification and claims processing, improving efficiency and enhancing patient satisfaction.

Customer Sales Support Manager - Rtriibe - Dubai, UAE

(2020-03 - 2020-09)

• Led and optimised customer support team to ensure exceptional service and swift issue resolution, achieving high customer satisfaction.
• Drive Revenue Growth by implementing targeted upselling and cross-selling strategies to maximize sales opportunities.
• Leveraged customer feedback to streamline processes and enhance service delivery, collaborating with sales and marketing for continuous improvement.
• Successfully implemented a new upselling strategy, resulting in a 20% increase in sales within the first 6 months of employment. Recognised as the top performer for driving cross-sell opportunities in the customer support team, contributing to significant revenue growth.

ESL Teacher - Anantaa/Montessori School - Nongchok, Thailand

(2020-03 - 2020-09)

• Delivered effective language instruction to diverse learners.
• Created immersive environments to enhance language acquisition.
• Adapted quickly to remote learning tools and successfully helped students improve their language skills despite challenging circumstances.

Immigration Sales Manager (Part-time) - Pelican Immigration Consultants - Dubai, UAE

(2016-09 - 2020-09)

• Managed and closed immigration cases with affiliated lawyers, ensuring seamless visa processing.
• Developed client relationships, providing tailored immigration solutions.
• Strengthened partnerships by personally visiting Portugal, securing business visa agreements.
• Successfully closed multiple immigration cases within set deadlines, exceeding company expectations. Secured high-value visa deals and expanded business opportunities through strategic international visits.

Assistant Airline Passenger Services Manager - Emirates Airlines - Dubai, UAE

(2014-02 - 2020-03)

• Led day-to-day operations in one of the world's busiest airports, ensuring passenger flow, safety compliance, and service excellence.
• Supervised a team of airport service agents, providing training, performance monitoring, and operational guidance.
• Coordinated with airlines, ground services, and immigration authorities to maintain efficient turnaround times and meet regulatory requirements.
• Managed crisis situations, including flight delays, VIP handling, and special assistance requests, ensuring minimal disruption to passenger experience.
• Improved on-time departure rate by 15% through process optimization and staff scheduling improvements.

BS - Pharmacy - University of the Immaculate Conception (2010-03)

Master of Science - Business Analytics - University of Maryland