Assurance Coordinator Executive Secretary

RAMONA VENTURA

**** ********* **., *******, **, 77067 · 281-***-****

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

Highly motivated, versatile, and resolute employee looking for a position to showcase leadership in a team-oriented position.

Looking to start a long-term relationship with a corporation with a solid foundation and future.

EXPERIENCE

2018-Current

United Airlines – Cargo NHC, Houston, TX

Quality Assurance Coordinator

- Improving quality of the call center performance by remote/recorded sessions, spot monitoring,

side by side or “buddy-jacking”

- Increasing the proficiency of the call center and agents

- Responsible for QA-Goals throughout the department and ensuring all objectives are met

- Coaching team leads and agents in administrative activities

- Coach agents on policies/procedures and day to day operational needs

- Conduct constructive feedback sessions

- Create and communicate action plans to employees if variances are identified

- Communicate and Preview Performance and communicate action plans

- Review of call metrics, customer surveys and other statistical data

- Developing ways to maintain strengths, improving focus areas, and developing plans for agents

to achieve, maintain, and exceed customer satisfaction standard

- Regular developmental coaching and training of the employees throughout the department

- Recording agent evaluations, forwarding pertinent information to their manager and filing

paperwork in employees’ Quality Assurance File

- Providing administrative support for the NICE system

- Assisting with ETA issues – clock in /out

- Supporting leaders in coordination schedules

- Acting as the liaison for technology

- Working on Projects as defined by my superiors while maintaining my current assignments.

- Attend daily shift meetings

2015-2018

United Airlines – Cargo NHC, Houston, TX

Cargo Lead and Small Sales Specialist

- Traced and tracked freights within the United Cargo System as needed

- Booked domestic and international cargo shipments, for external and internal customers

- Provided accurate information to customer, as it pertains to rules, regulations, rate quotes

and acceptance of all cargo products

- Continually maintain working knowledge of all company products, services, and promotions

- Logging calls and e-mails into the Salesforce system and maintain customer records by

updating account information

- Outbound tele-sales calls to identified sales leads to meet/exceed the applicable sales program and

individual revenue goals

- Manage customer experience for established lead base, including negotiating rates,

communicating policy and procedures, and provide cargo issue resolution

- Inbound customer service support including booking all domestic, international and Quick-Pak

cargo shipments, for external and internal customers

- Maintain service level standards, by answering phones in a timely and professional manner

- Maintain good customer relations ensuring all calls meet service standards

- Resolve problems by clarifying issues, researching, exploring answers and alternative solutions

- Implementing creative solutions to resolve service failures, and escalating unresolved issues to the proper

stations and/or departments

- Negotiate spot rate pricing with forwarder within sales guidelines

- Review daily, monthly and yearly sales metrics

- Build professional relationships with direct and indirect customers

2012 - 2015

United Airlines, Houston, TX – IAH

Customer Service Agent

- Receive aircraft and operate Passenger Loading Bridge

- Meet and greet arriving passengers and guide customer to next destination

- Flight check-in

- Resolving disservice situation

- Create reservations, issue tickets

- Assist Customers with quoting fares and schedules

- Guarantee the on-time departure of aircraft

- Re-booking due to delay or cancellation

- Advise Passengers of correct documentation for travel needed

- Assure 100% customer service to all (internal/external customers)

- Ensure compliance with FAA regulations

- Issue New United Club Memberships as well as Renewals

- Assure Cooperate guidelines are met daily

2010 - 2012

Continental/United Airlines – Chelsea Division, Houston, TX – IAH Transportation Agent

- Control general activities in day to day operations

- Assure the on-time catering of aircraft

- Assure the quality of the product conformed to the quality control specifications

- Knowledge of Airport Transportation

- Follow the “meet or surpass customer expectation” guidelines

- Pursue and comply to company procedures and FAA policies

- Guaranteed the on-time departure of catered Aircraft

- Ensured adequate credit card equipment was on board each Aircraft serviced

2001 - 2005

Italian Pizza Express

Supervisor

- Controlled day to day operations in the restaurant business

- Responsible for assuring inventory control rules are followed

- Ensured the quality, productivity and overall performance were met by coordinating schedules for

employees

- Turned in deposits and accounting forms at store level

- Trained personal in different positions throughout the restaurant

- Supported shift leads and employees throughout the daily operations

- Assured the quality of the product conformed to the quality control specification

- Established budgets and managed attendance, payroll

- Complied with food safety regulations and assured restaurant was compliant within policies and

procedures such as safety awareness.

1998 - 2001

CiCi's Pizza, Houston, TX

Supervisor

- Controlled day to day operations in the restaurant business

- Responsible for assuring inventory control rules are followed

- Ensured quality, productivity and overall performance were met

- Coordinated schedules for all employees to meet overall productivity throughout the restaurant

- Turned in deposits and accounting forms at store level

- Assured the quality of the product conformed to the quality controlled

1994 - 1995

Wal-Mart, Houston, TX

Customer Service Manager

- Supervised Cashiers, this included ensuring job duties were correctly performed, arriving on time

and working efficiently

- Ensured that all cashiers are well trained and understand the rules, ethics, and expectations that

apply to their jobs

- Responsible for meeting goals in customer service. This included increasing the store's rating in

customer service, putting customers first and achieving positive feelings about the store/branch

by the public

1989 - 1994 / 1995 - 1998

CHS Martel GmbH, Kaiserslautern, Germany

Executive Secretary

- Logged daily accounts payable/receivable

- Proofread and corrected contracts in a timely manner

- Policies and procedure in the recycling industry

- Agreements between the company and AAFES

- Assisted owners/managers in team building activities, time management, setting and achieving

organizational objectives and proposing process improvements in day to day operations

- Maintained efficient paper and electronic filing system and ensure quick retrieval of requested

documents

- Connected daily with Customers to establish/continue a positive Business Relationship

- Followed leads to increase company revenue

- Performed secretarial and organizational duties including typing, proofreading and editing

documents,

correspondence written and by phone and reports for assigned departmental

- Composed and initiated communication and memorandums

- Suggested process and procedure improvements to enhance effectiveness and improve

communication of departmental and functional information

EDUCATION

07/1989

-High School Graduate - Barbarossaschule, Kaiserslautern, Germany

08/1989-06/1992

-Completed a 3-year apprenticeship with CHS Martel GmbH

SKILLS

- Proficient in Microsoft Office (Word, Excel, PowerPoint) and knowledge of Outlook

- Proficient in the German Language (verbal, reading and writing)

- Ability to resolve customer concerns and provide resolution in a timely and professional

manner

- Strong written and verbal communications skills

- Knowledge in NICE, Cisco, ETA, E-Gain

- Detailed and customer oriented

- Able to work in a high paced environment and lead in stressful situations

- Attention to details

- Experienced in supervising Union and Non-Union Employees

- Ability to prioritize work

- Work independently without supervision of a manager

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