Customer Service Agent

An organized professional educated in business, medical and logistics fields. Results-oriented, paying careful attention to detail. Maintains a professional attitude and efficiency under pressure. Flexible in work schedule to meet objectives. Committed to expanding my abilities through education and training. Fluent in Spanish.

Experience

Sep 2022 – Jan 2023 Customer Service Agent D’Nata (British Airways) DFW Airport, TX

Attend morning meetings to keep up-to-date with management concerns, customer needs, product offerings and strategic direction.

Apply my experience to the needs of a different customers providing high level of service.

Coordinate with airport teams and passengers to ensure appropriate accommodations for customers. Escorting passengers to flight with special attention to senior, disabled and minor passengers

Counter: Verify overhead screen display. Greet passengers warmly and professionally. Verify passports, visas, vaccinations. Processed tickets, baggage and boarding passes. Offer seat upgrades and accept payments. Assist passenger with special needs. Prepare all documentation for the ground and air crew.

Gate: Announce flight status and boarding process. Welcome and verify flight crew. Assist disabled passenger and organize for boarding. Assure passenger bord according to group. Close aircraft doors and shut down computers. Complete flight documents and submit to management.

Lounge: Assist passenger in making duty-free purchases and issuing boarding passes. Remind passengers of boarding schedule.

Resolve customer complaints. Assist misconnected passengers with hotel vouchers. Received customer praise for outstanding performance.

Current SIDA badge CBP1 and E.

Mar – Sep 2022 Customer Service Agent Hallmark Aviation Services (Qantas) DFW Airport, TX

Counter: Greet passengers warmly and professionally. Verify passport, vaccinations, DPD and visas. If needed, obtain visa from BOC. Assist passengers with ticketing, seat assignments and upgrades, boarding passes and any special needs or disabilities. Endeavor to resolve all issues to the customer’s satisfaction.

Announced arrival and departure times, boarding procedure, gate change and carry on regulation.

Lounge: Attend to first class passengers in the lounge. Issue boarding passes, record frequent flyer information. Direct to their departure gate and remind them of their departure time.

Arrivals: Process inbound flights. Greet passengers, direct to baggage pick up, or to their destination gate. Sign the General Declaration and deliver to the Homeland Security office.

Completed all compliance training assigned by Hallmark and Qantas on time including: Dangerous Goods, Passengers with Disabilities, Passenger Privacy, Ramp Safety and Human Factors.

Dec 2021 – Mar 2022 Materials Technician Medical City Arlington, TX

Received and unpacked inbound package and stocked in the proper bins. Counted inventory and maintained par levels. Pulled inventory items and delivered to the proper departments. Notified coordinator of expired products assisted in their removal.

Kept a clean and orderly stockroom in accordance with company policy.

Maintained timely and effective communication with staff and internal customer.

May – June 2021 Warehouse Package Handler Federal Express Fort Worth, TX

Internship. Scanned barcodes of incoming packages to determine correctness and update tracking. Appropriately labeled parcels that have missing or damaged labels. Routed packages to the correct destination. Stocked boxes efficiently into air containers waiting for transport. Marked containers with proper destination. Applied special handling of hazardous and medical materials. Paid special attention to time critical item such as lab specimens.

Jan – May 2021 Patient Care Technician Beloved Caregivers Fort Worth, TX

Provided high-quality in-home hospice care to elderly patients. Managed physical needs and administer medications. Monitored patients and record vital signs.

Feb – Aug 2017 Patient Care Technician Heritage House of Keller Keller, TX

Provided high-quality basic patient care in a 120-bed, long term, nursing home.

Preserved patient dignity while assisting in activities of daily living. Assisted nurse in taking and recording vital signs. Ensured the accurate and timely flow of information to supervisors.

Apr – Nov 2015 Customer Service Agent Swissport DFW Airport, TX

Served customers for KLM and Qatar airlines. Provided professional and friendly service to all customers. Strived for quick complaint resolution to avoid escalation of issues. Aimed for 100% customer satisfaction.

Issued boarding passes. Checked passports and visas for validity. Checked tickets for correct destination. Collaborated with other airlines to assist passengers to make connections. Assessed baggage fees and tagged luggage. Performed ticket sales and seat upgrades. Directed boarding procedures. Escorted minors to their gate.

Certifications

Phlebotomy Tarrant County College Fort Worth, TX #14278

Certified Nursing Aid Tarrant County College Fort Worth, TX #NA0060000338

BLS American Red Cross Fort Worth, TX #TX-04826

Education

AAS Degree in Business Logistics Tarrant County College Fort Worth, TX

PhlebotomyCertificate Tarrant County College Fort Worth, TX

Certified Nursing Assistant Tarrant County College Fort Worth, TX

American English Arizona State University Tempe, AZ

Bachelors in Business Administration University of Guadalajara Guadalajara, MX

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