Customer Service Human Resources
Resume:
Edda Liliana Agreda
Virginia Gardens, Fl. 33166
Mobile Phone: 305-***-****
Email: ********@*******.***
WORK EXPERIENCE
Self-employee 06/2013 – Continue
Volunteer at Miami Dade School - School Project.
Notary Public.
CARNIVAL CRUISE LINES- SHIPBOARD HUMAN RESOURCES
Crew Travel Coordinator 10/2006 – 06/2013
• Request and released tickets through the system CPS for shipboard emp loyees including Officers
signing off/ on (Hotel Operations and Deck & Engine).
• Monitor air travel costs and itineraries.
• Review and send travel arrangements and communication with MSA, by email. (Three vessels).
• Provide necessary support to Emergency phone on weekends. Assistance to Immigration, our
crew members and MSA for 03 vessels.
• Requests hotel reservation and transportation arrangements for crew members in order to sign on
the vessel successfully as schedule.
• Redesign and propose new formats with clear and complete sensitive information for crew
members to return to work.
• Maintain effective communication through email, phone with our Crew members, and Port Agent,
Agencies and Company transportation in charge.
• Process and keep records of Bonus Reports all vessels. Process and keep record of invoices
Manning Agencies (Deck & Engine).
• Send LOE via bullet in order to arrive on time before crew member SIGNING OFF.
• Provided office support, of Technical Operations Manning & Training Department according with
the company guidelines.
• All clerical duties.
MACY’S INTERNATIONAL MALL 03/2006 –
07/2006
ADMINISTRATIVE SUPPORT GROUP - ASG
• Provided all office support including receptionist, coordinating appointments, paperwork,
Comparison charts for Managers and Vendors, monthly reports. Office support to Gift wrap
department, Customer service and all other clerical duties.
• Resolved conflicts to the best of my knowledge to avoid future problems.
• Motivated and encouraged employees to adopt new methods, procedures and techniques to
improve their performance and the day-to-day operations.
• Facilitated with confrontational situations with clients who were difficult, hostile or in distressed
condition.
Self-employee 12/2002 – 03/2006
Typing Services, home based business.
GLOBE SECURITY AVIATION 04/2002–
11/2002
SCREENER
• Ensured the safety of passengers of Miami International Airport facility. Performed thorough
screening of persons and their baggage and belongings at extremely busy checkpoints according
to the company regulations and procedures.
• Identified prohibited items to prevent those objects from being transported onto aircraft.
Provided office support and handled all payrolls.
• Helped passengers to understand the screening process when arriving at the checkpoint with
courtesy and discipline. Resolved conflicts to the best of my knowledge to avoid future problems.
ARGENBRIGHT SECURITY 10/2001 – 04/2002
SCREENER
• Ensured the safety of passengers of Miami International Airport facility. Performed thorough
screening of persons and their baggage and belongings at extremely busy checkpoints according
to the company regulations and procedures. Identified prohibited items to prevent those objects
from being transported onto aircraft.
• Helped passengers to understand the screening process when arriving at the checkpoint with
courtesy and discipline. Resolved conflicts to the best of my knowledge to avoid future problems.
Self-employee 12/2000 – 10/2001
Child Caregiver at my home provided childcare for (3) children, while I developed my home business of
typing.
JAVIER AGREDA INSTALLATIONS - Construction 09/2000 –
11/2000
ADMINISTRATIVE ASSISTANT
• Provided all office support including receptionist, coordinating appointments.
• Conducted conference phone calls.
• Provided accounting services, processes invoices, QuickBooks.
• All other clerical duties.
GUILLERMO ALMENARA IRIGOYEN NATIONAL HOSPITAL 1999 -
2000
Lima Peru
PERSONNEL ASSISTANT, Assistant to Human Resources Director.
• Wrote memos, documents and supervised personnel.
• Evaluated strategy, training and management programs, among others.
• Redesigned procedures and administrative processes.
• Carried out a personnel selection program.
• Had (6) Department heads working under me and all their employees. Participated in the hospital
s Strategic Planning Report. Peru.
• Skillfully interacted and led people that were not used to follow rules and regulations.
Successfully encourage them to perform their jobs and follow our rules and procedures.
NATIONAL SUPERVISORY COMMISSION OF BUSINESSES AND STOCKS (CONASEV)
1991 - 1998
Lima Peru
PERSONNEL ASSISTANT, ACQUISITIONS ASSISTANT, Assistant to Human Resources Director .
• Responsible for selection, recruitment and training of personnel.
• Established new program designed to carry all the information regarding personnel, their skills,
and their history and their activities within the company.
• Created a system which controlled purchase procedures. Carried out strategic planning for the
company.
AEROPERU Lima Peru 1987 - 1991
OCCUPATIONAL ANALYST- OCCUPATIONAL SECURITY AEROPERU Assistant to Security
Director-HR
• Responsible for the development of profiles for positions and salary structures, participated in the
development of the integral Plan of Analysis of Positions and Salary Structures.
EDUCATION
Bachelor of Science in Industrial Engineering earned at a regionally accredited institution of higher
education in the United States. by Josef Silny & Associates Inc. Miami 2004.
Industrial Engineering Master Degree, CIP 48788, Inca Garcilaso de la Vega University, Peru 1981-.1987.
Specialization in Human Resources, San Marcos University, Peru 1999.
Human Resource Management, San Ignacio of Loyola University, Peru 1998.
Customer Service 2003, Management Resources, Inc. Miami July 2003.
Human Resources Professional Development, Miami Dade College. Miami December 2013.
OSHA: Rights &Responsibilities, Fall protection and Ergonomics (4 hours) Miami Dade College April
2014.
CERTIFICATIONS
Notary Public State of Florida
SEMINARS
The Practical Application of the ISO 9000 (Quality Control).School of Engineers of Peru 1999.
Strategic Planning San Ignacio de Loyola University, 1997.
Strategies for Client Services, San Ignacio de Loyola Institute 1997.
First International Congress of Industrial Engineering Pontifical Catholic University of Peru, 1997.
ADDITIONAL INFORMATION
SERVICE SKILLS
• Provide directions and responding to inquiries with respect in an amicable tone and manner.
• Ability to work as a team.
• Maintain communication with my superiors regarding any issues that might reveal a possible
inconvenience or difficulty that might prevent the administrative process finalize.
• Skillfully interacted with people of different nationalities.
• Tactfully dealt with difficult employees. At the same time, diffused emotional situations by
listening carefully, staying calm, and maintaining a positive attitude while trying to find a solution
to their concerns.
• Developed and implemented efficient procedures for day-to-day administrative tasks. Managed
back office during peak hours.
• Ability Redesign and propose a new process administrative in order to optimize administrative
processes.
• Ability to work quickly meets deadlines and delivered quality work under pressure.
SPECIAL QUALIFICATIONS
Over twenty years of professional administrative experience with an emphasis in human resources and
customer service. I am a highly self-motivated and detailed worker with integrity who inspires
confidence. I am a multi-task person, extremely organized and prepared, able to provide reports and
records in a timely manner. Provide upper management with solutions while maintaining focus on issuing
accurate and timely reports. I have a special touch to communicate, and adapt to social and working
environment with a team player spirit. I am a self- motivated individual, adaptable to change and gets
along well with others. Knowledge of computer and software applications.
COMPUTER AND OTHER SKILLS
Computer: Outlook, Windows XP Professional, Microsoft 2000, Microsoft Word, Excel, Power Point,
Outlook.
Bilingual (English/Spanish)
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