EXPERIENCE: CUSTOMER SERVICE SPECIALIST, AVIATION, SAFETY

Professional, Bilingual with 47 years of experience with more than 20 courses and certifications, in national and multinational companies of the first order of aviation, law enforcement, and customer service. Knowledge and development of exceptional skills to provide and maintain direct contact with customers, excellent communication with all levels of management, developing excellent interpersonal relationships and at the same time providing superior quality customer service, with a greater emphasis on the modality of attention. Always working with genuine passion and problem solving, Consistent attitude that transmits resources, capacity,y and empathy to the needs and desires of the client. Recipient of multiple corporate awards for outstanding leadership and management in the field of customer service and community involvement. Trustworthy, energetic, enthusiastic, and compassionate for truly making a difference.

Work Experience

Neiman Marcus - Group Miami, FL Retail Full Time July 2022 - Present Service Ambassador

Experience Leader – Provides Service

• Excellence, establishing Neiman Marcus as an Industry Leader for client experience,

• Ensures all clients are greeted and welcomed warmly in a timely manner, acting as a personal host, and joining the client’s in-store journey.

• Engages clients authentically, encouraging conversation.

• Discovers the purpose of the client’s visit and determines the best next step to ensure a seamless experience.

• Reads the client’s cues, joining them wherever they are in their shopping journey, and anticipates needs to exceed expectations.

• Consistently champions the selling ceremony ensuring every client receives a high-touch, in-store experience.

• Empowered to make thoughtful gestures creating moments to earn memories. Process Expert – Guarantees the customer’s experience is efficient and easy

• Supports Operational functions improving efficiency, and contributing to overall customer experience and satisfaction.

• Swiftly handles escalated customer issues; partnering with in-store leadership when required.

• Works as a global store concierge to seamlessly navigate all processes and services.

• Provides timely follow-through on customer requests, inquiries, and needs.

• Regular appointment partnership with Client Advisors - ensuring consistent client engagement and providing forethought to customer expectations.

• Leverages digital, in-store, and web-based communication tools for a comprehensive client perspective, enabling a clear path to exceed expectations.

• Assists with transactional operations, enabling the client advisors to remain fully engaged with clients. Services Champion – Global Store Experience Ambassador

• Principal staffing in Welcome Suites/Points offering clients a destination for inquiries and service requests.

• Coordinates with internal services partners to deliver seamless client experiences and exceed expectations.

• Promotes all in-store activations, animation, events, InCircle benefits, and services whenever engaged with clients.

• Recommends services, including alterations, the restaurant, jewelry cleaning, spa treatments, valet, appropriate for client based on acquired information and client cues.

• Works to increase awareness and engagement with the entire Neiman Marcus services portfolio. Languages

Spanish: Native

English: C1

Computing

Microsoft Office

World Tracer

Sabre

Awis

Competencies

Human High Quality

Proactive

Agile

Dynamic

Responsable

Engaged

Team Work

Relations

Interpersonal

Passion

Loyal

Ethics

Leadership

Innovation

Extroverted

Assertive Comunication

Customer Service

Adaptation to Change

Handing Emergency

and Panic Situations

Magdalena D.

Ferguson

US Citizen

Miami. FL

ZIP. 33133

Adress:2900 sw 28th Lane

Phone.619-***-****

ad06zz@r.postjobfree.com

Magdalena D. Ferguson

Butler- Novotel Hotel Miami, FL Hospitality Full Time June 2021 – June 2022 Guest Customer Service, Barista, Bartender

• Uva Bar, Customer Services,

• Guest assistant, Hostess, Server. Food and Beverage.

• Cashier, Inventory.

Zoi House Miami, FL Security Industry Full Time January 2021 – May 2021 Customer Service Security and Safety Agent

• Patrolled facility and manned post as instructed by security management.

• Examined, doors, windows, and gates to determine that they are secure at the building.

• Filed reports, and monitored and patrolled designated areas.

• Reported irregularities such as fire hazards, leaking water pipes, and security doors left unlocked.

• Registered record time of inspection trips at watch situations.

• Performed other duties as assigned

American Airlines, American Eagle Aviation Industry Full Time July 2019 - December 2020 Passenger Service Agent Miami International Airport

• Inspect and verify passenger documentation.

• Issue boarding passes and reschedules passengers affected by flight interruptions or cancelation.

• Manage passenger baggage processing including handling and fee calculation if applicable.

• Performed other duties as assigned

• Assist passengers as needed through arrival and check in processes including support for passengers with special needs such as unaccompanied minors, (UM), VIP passengers, and passengers needing wheelchair assistance.

• Direct Passengers through customs, immigration and quarantine, as required.

• Make public address announcements as required.

• Comply with all federal, state, municipal, airport authority and carrier security requirements. Bags Inc. Orlando, FL Aviation Industry Part Time September 2016 – May 2019 FIS (Federal Inspection Section) – CBP (Customs Border Protection) Ambassador MCO International Airport

• Tranlations on Immigration issues.

• Passenger assistance.

• Assistences to Immigration Officers.

Gideon Toal. Orlando, FL Aviation Industry Full Time Marzo 2016 – May 2019 VIP Club

MCO International Airport

• Front Desk,Customer Services, Pasengers assistant, Hostess, Server. Food and Beverage, Bartender. Off Duty Officers, Inc San Diego, Ca Bank Industry Full Time July 2012 – August 2016 Security Lieutenant – Security Officer

• Supervice, observe and evaluate the job performance of security officers

• Provide Training, coaching, mentoring, direction for security officers. Sacre Coeur De L Ecole Jesus

– Elementary, Middle High,

High School- Bogotá

Colombia-1973

Greeley Central High

Schoool. Us high scgool

Diploma. State - 1974

AIMS Community College –

English Language. Greeley

Colorado – 1975

Pontificia Universidad

Javeriana – Political Sciences

– Bogota Colombia – 1977-

1982

Education

American Airlines

Exceptional Customer

Services Agent

Assitant Washington

Presidente de la Republica de

Colombia

Alvaro Uribe Velez

Orlando Internacional Airport

– MCO

Federal Inspection Site- FIS

Excellent Assistance and

Customer Service

FIVE AWARDS

ASERVIGAS LTDA Full Time November 2008 – October 2011 Management Assistant

• Preparation of committee minutes.

• Support in the Administrative area.

• Creation Alliances.

• Monitoring of the management agenda

DynCorp International Dept. of State, Airwing Full Time April 2005 – November 2008 Anti – Narcotics / Law Enforcement

Military Airport CATAM Bogotá Col

Administrative Human Resources Specialist Assistance

• Training Mail Clerk - Received and Distributed Promoted to Travel Supervisor

• Charge of Travel – Radisson Hotel - Guest/Safety/Security Coordinator.

• US Management, Pilots, and Aviation Mechanics - NAS Events. Melbourne, FL. US - Military Airport

• Mail Supervisor - In charge of US Embassy Area (NAS) DynCorp International American Airlines Bogotá, Col Aviation Industry Full Time July 2000 – March 2005 Premium Customer Service

• Provided superior quality customer service, with immediate recognition to members, top-tier frequent flyers, customers of social, government, and the entertainment community. Maximized revenue opportunities for customers sales, fligcustomerations, ticketing, ticket revenue conversion, and club membership, sales. Maximum emphasis on problem resolution, within all areas of the passengers’ travel.

American Airlines Bogotá, Col International Airport Full Time July 1994 – March 2005 Baggage and Lead BMAS- SAFETY

American Airlines Colombian President Assistant 2 Months Care Team Specialist ‘'9 -11”

Certificates

Customer Services and Security - Braniff International - Dallas - US In - Flight Services Procedures - British Caledonian - Gatwick - England Safety and Survival, First Aid - British Caledonian - Gatwick - England Dangerous Goods - American Airlines - Dallas - US

The 7 Habits of Highly Sales Effective People - American Airlines-Dallas-US A Day In The Sales Life - American Airlines - Bogota - Colombia Care Team Member Training - American Airlines - Dallas - US Bmas Coding 9706 - American Airlines - Dallas - US Bmas Sabre 9706 - American Airlines - Dallas - US

Ground Security Training - American Airlines - Dallas – US Cargo Training – American Airlines - Dallas - US

Awis System Training - US. State of Dept. - PSD Base - Melbourne FL. US Information Security Awareness - US. State of Dept. - Bogota - Colombia Anti -Terrorism Level 1-2 - US. State of Dept. - Bogota - Colombia Security Officer - CA BSIS Guard Registration: 1771829: Powers to Arrest and WMD (8 Hours) CA BSIS License: TFF-1296 / TFB-1197 Communication and Its Significance (4 Hours) CA State License: TFF-1266 Public Relations (4 Hours) CA State License: TFF-1266 Observation and Documentation (4 Hours) CA State License: TFF-1266 Liability - Legal Aspects (4 Hours) CA State License: TFF-1266respass (4 Hours) CA State License: TFF-1266 Officer Safety (4 Hours) CA State License: TFF-1266 Evacuation Procedures (4 Hours) CA State License: TFF-1266 Arrest, Search and Seizure (4 Hours) CA State License: TFF-1266 Security Officer – State of Florida – License D 3010218 Distinctions

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