Customer Service Microsoft Office

Susan L. Munera

**** ** *** ****

Doral, FL *****

********@*******.***

786-***-****

Objective

To apply my broad knowledge and experience in customer service and safety management while integrating my bilingual, bicultural and translating interpreting skills. Experience

October 1997- 01 February 2017 (Retired) Air Canada Miami, Fl. Lead Customer Service Agent

Supervise ticket counter and gate agents, ensuring passengers’ safety in a timely manner with high customer service excellence

Monitor rigorous TSA regulations

Meet documentation and all other security procedures Aircraft Service Coordinator

Provide safe and on time flight departures.

Coordinate and monitor ramp operations.

Audit monthly reports, checks and records as required by the corporation. Investigate and complete accident and incident reports. Interact with contractors for ramp handling and maintenance. Schedule gate assignment process where required.

Provide on the job training to handling company employees as required. Monitor Weight and Balance concepts and procedures based on corporation guidelines. Trained in English and Spanish ground handlers.

April 1997- July 1997 Avianca Airlines Miami, Fl.

Reservation Agent

Diligently answered phones and resolved passenger issues Met and accommodated customer’s needs

Answering the Spanish phone line required

Education

Training

Awards

1976 Miami Community High School Miami, Fl.

1977-1979 Miami Dade College Miami, Fl.

Studied Business Administration and Aviation Administration Translation and Interpretation

Microsoft Office

Medical Terminology

Dangerous goods handling hazardous materials (Miami International Airport, FL) Firefighting Training (Toronto, CA)

Body Mechanics (Miami International Airport, Fl)

Handling passengers with disabilities (Miami, Fl)

Corporate Safety Auditor (Toronto, Canada)

Emergency Response Team United Airlines (Miami, Fl) Emergency Response Team (Toronto, Canada)

Relationship Matters (Toronto, Canada)

Quick check-in, Res III, Amadeus and Sabre

Liaison with Canadian Consulate for Spanish speakers having problems with visas anr required documents to travel.

Encore Peer Recognition 2009

Spirit of Excellence 2002

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