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Work Background
Filler DirectCustomer Service Agent/Education & Training Admin
Jun. 2022 - Dec. 2024Manchestester, UK• Resolved an average of 70 customer complaints/queries per month with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
NorwegianTraining Coordinator
Aug. 2017 - Dec. 2019Developed departmental procedures that better align
with workflow process
Audited crew profiles of over 900 pilots and 1500
cabin crew in order to make sure all are legal to
perform their flying duties and hold required
documents in order to comply with EASA guidelines
Followed up on both cabin and flight crew training
needs in order to maintain their checks up to date
and avoid any disruption on airline's daily operation
due to crew illegalities
Liaised with all relevant departments to organize and
schedule crew for respective training sessions
Run daily reports, on both cabin and flight deck crew,
related to all documents required to operate flights
(i.e. passports, visas, medicals, licenses, CCAs) and
make sure all documents of operating crew are up to
date
Liaised with relevant AOCs with regard to their
specific training requirements, followed up on
documentation that certifies training attendance/successful completion and kept accurate records for each crew (flight/cabin)
EmiratesCustomer Affairs Officer
Jul. 2011 - Nov. 2016Dubai, United Arab EmiratesInvestigated and resolved an average of 215 customer
inquiries and complaints per month in empathetic
manner, in order to regain customer confidence,
restore reputation of Emirates Group and ensure
repeat business
Made recommendations to Customer Affairs Manager
to improve service shortfalls
Adhered to all confidentiality requirements at all
times
Met all customer call guidelines including service
levels, and handled time and productivity
Recommended appropriate compensation and
managed each file to successful resolution (including
written responses to customers)
Managed workflow to meet or exceed quality service
goals
Audited outcome of complaints and investigation
processes and updated Customer Affairs electronic
database
Analyzed data, monitored trends and identified
service and product shortfalls deficits; provided
monthly reports to Customers Affairs Management
Made recommendations for service, procedural and
policy improvement to Customer Affairs Management
and assisted with process' change as directed
Trained new staff on operating procedures and
company services
Served as effective liaison between customers and
internal departments
Proved successful working within tight deadlines and
fast-paced atmosphere
Offered friendly and efficient service to all
customers, handled challenging situations with ease
EmiratesStewardess
Apr. 2008 - Jun. 2011Dubai, United Arab EmiratesGreeted passengers, verified tickets and directed
passengers to assigned seats
Explained use of safety equipment and answered
passengers' inquiries
Promoted upgrade options to customers, resulting in
3% increase in passengers choosing mile upgrades
Solicited customer feedback and resolved any
problems through LEAP tool (Listen/Empathize/Ask
open questions/Paraphrase)
Promoted safety, comfort and welfare of passengers
by following safety and security rules and regulations
at all times during flight
Supervised unaccompanied minors • during flights
Administered first aid to passengers experiencing
medical emergencies
Relayed updates and information to passengers in a
friendly and timely manner
Trained and coached onboard a significant number of
new-hired flight attendants during their
supernumerary flights.
Maintained friendly, positive attitude when dealing
with distressed passengers
Exceeded goals through effective task prioritization
and great work ethic
U.S. Department of StateConsular Assistant/PPT/Nationality/FBU
Jan. 2006 - Apr. 2008Caracas, Federal District, VenezuelaInterviewed an average of 50 applicants per month
for Consular Reports of Birth Abroad, claims of U.S.
citizenship and U.S. passports
Performed accurate data entry within ACS software
application in order to ensure printing of correct
reports of birth and/or passports
Served as Federal Benefits assistant
Served as principal backup Consular Cashier
Organized and performed an average of 5 outreaches
per year
Organized and transferred monthly passport and
citizenship records to DoS
Updated and translated information in section's
website
Served as backup for Emergency Services
U.S. Department of StateACS Assistant/Consular Cashier
May. 2003 - Dec. 2005Caracas, Federal District, VenezuelaCollected Consular fees for all applications received
by Non-Immigrant, Immigrant, and American Services
Units
Maintained and safe kept of cash advance, controlled
consular equipment and cashier files and records
Reviewed an average of 25 daily applications for
accuracy and proper completion for potential passport applicants and citizenship claims
Entered citizenship cases into ACS+ system and
printed Passport and Consular Reports of birth Abroad
from Maracaibo Consular Agency
Served as back-up for Citizenship • Services
Prepared all notarial documents
Provided information to all public regarding
registration, passport and notary services
Translated information to be posted on Embassy's
website
Answered questions about consular procedures and
addressed customer concerns
United AirlinesCustomer Service Supervisor
Apr. 2000 - May. 2001Oranjestad, ArubaMember of project team that successfully set up
operations in Aruba base
Assisted in organizing logistics of conjunct operation
between cruise company and airline
Customer Service Supervisor
Operational support
Check-in, Ticketing and Gate Supervisor
Customer Service/Gate/Ticketing Trainer
Coached employees through day-to-day work and
complex problems.
Conducted training and mentored team members to
promote productivity, accuracy and commitment to
friendly service.
Coached team members to deliver hospitable,
professional service while adhering to set service
models.
Created customer support strategy to increase
customer retention
United AirlinesCustomer Service Representative
Aug. 1995 - Jan. 2003Caracas, Federal District, VenezuelaTicketing Agent
Gate Agent
Ticketing/Gate/Customer Service Trainer
Master Ticketing Stock Custodian
Reservations Agent
Corporate Sales Assistant
Maintained customer satisfaction with forward-thinking
strategies focused on addressing customer
needs and resolving concerns.
Responded to customer requests for products,
services and company information
Provided primary customer support to internal and
external customers
Recommended products to customers, thoroughly
explaining details
Offered advice and assistance to customers, paying
attention to special needs or wants
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