Customer Service Manager
Resume:
***** ** **** ***** (***) *** -
Street ****
Miramar FL 33027 Cell (305) 785-
3761
******@*******.**
m
Hugo Molina
OBJETIVE: A career opportunity, which requires a broader use of my talent, knowledge, skills
and background. A position where significant contributions can be made using creative, decisive,
resourceful energetic abilities along with education and experience.
Experience:
American Express T.R.S. Miami Lakes FL, 04/2004 - Present
Global Corporate Travel Counselor. - Issue tickets and process exchanges for corporate
customers. Quality control entire PNR booked on line for any inconsistency. Expert on PNR booking for air,
hotel, car, rail and limo service as well as navigation specialist, able to support our customers while making
their travel plans on line. We handle about 36 different booking engines at American Express Interactive.
America West Airlines Newark NJ, 11/2001 – 04/2004
Customer Service & Operations Agent . - Involved with the ticket counter, gate and operation
procedures. Providing customer services to all arriving and departing passengers with any reservation or
baggage claims problems. Responsible for reconciling departing flights, presenting a daily sales and flight
reports. Responsible to coordinate the flight dispatch processes acting as Ground Security Coordinator (GSC)
interacting with captains both on the ground and at the air. Finally capable to have a good professional
relationship with customers, co-workers and management.
Prestige Windows Fashion Edison NJ, 12/2000 – 11/2001
Supervisor. – In charge in all phases of blinds production, this includes assembling, painting, packing and
quality control. Inventory and material requisition as well as keeping record of work force assistance and staffing.
Lisbon Cleaning Services Newark NJ, 06/1997 – 11/2000
Duty Manager. - Manage and supervise approximately 30 cleaning crews (100 employees total), 10
Supervisors, 1 Dispatcher and 2 Stockroom employees who clean and prepare Continental Airlines aircraft for
departures. Operation included scheduling of crews, supervision on dispatch stockroom/inventory. Responsible for
auditing aircraft once cleaning was completed performing aircraft security search following airline procedures.
Submit daily operations reports.
First Chicago Trust Co. Edison NJ, 06/1994 – 05/1997
Mail Clerk. - Dispatch of high volume mailings to bank’s clients (financial statements, proxies, magazines
and annual reports). Operate Pitney Bowes postage machine, folding machine buster. Extensive knowledge of postal
rates, classes of mail both international and domestic.
Lufthansa German Airlines Lima-Peru, 10/1969 – 01/1992
Assistant Station Manager. - In charge of the station during station manager’s absence responsible of
passenger services, ramp services, security and operations. Received extensive training in Lufthansa’s training
center in Frankfurt, Germany
Operations/Passenger Services Supervisor. - Involved in all airport operations, vendor’s contracts,
vendor’s audits and airline take off and landing statistics. Coordinated ground operations relative to safety and
dispatch of aircraft and passengers.
Operations Agent. - Audited weight and balance manifest, coordinated load planning, fuel loading and
catering. Maintain statistical operational reports, handled in-range radio contacts and documented the same.
Passenger Service/Ticket Agent. - Issuance of tickets and boarding passes, check-in baggage, assigned
to assist corporate passengers. Book complete itinerary for passenger’s trip. Ability to handle money with accuracy
follows prescribed checkout procedures. Ensured all forms and reports were properly completed and submitted
required.
EDUCATION
SAINT ANTHONY’S HIGH SCHOOL 1958-1962
Lima, Peru
High School Diploma
CATHOLIC UNIVERSITY OF LIMA 1966-1967
Lima, Peru
2 Years College – Psychology Major
LUFTHANSA TRAINING CENTER
Frankfurt, Germany
Attended several training courses which were employment requirements. Trained in areas of operations, passenger
service, ticketing and management.
Read, Write and Speak English and Spanish fluently.
Read, Write and Speak German fairly well.
REFERENCES AVAI LABLE U PON REQUEST
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