Service Delivery Human Resources

NATALIA JACOBO

****************@*******.*** 407-***-**** Orlando, FL 32824

Summary

I am a performance-driven mid-level leader/department head; highly motivated, critical thinking, self-directed, and detail-oriented with experience in complex operations and customer service-driven organizations. Expertise lies in leading and developing people and teams. Exceptional organizational, interpersonal, and motivational abilities coupled with demonstrated expertise in improving processes and procedures to enhance productivity. Committed to quality outcomes, employee retention, and customer satisfaction. Dedicated, customer-centric with considerable experience in fast-paced, complex operations and hospitality. In addition, adept at working in stressful situations with little to no supervision, able to make quick and prudent decisions, self-starter, with 2+ years in leadership, and 4+ years of airline operational experience, able to work flexible hours; and well versed in Microsoft Office Suite and Bi-Lingual.

OBJECTIVE: To leverage my extensive experience in complex operations and service delivery management and team leadership to drive efficiency, optimize processes, and deliver measurable results in a fast-paced environment, with a focus on continuous improvement and initiatives

Skills

Performance Metrics

Operations

Service Delivery/Programs

Safety and Security

Budget & Staffing

Team Building & Motivation

Regulatory Compliance

Customer Resolution

Administration & Payroll

Training & Development

Business Partner

Trouble Shooting

Experience

Administrative Assistant Maximum Global Services - Orlando, FL 05/2023 – Current

As the Executive Assistant, reporting to the General Manager, responsibilities include assisting executives with their business requirements, travel arrangements, vendor correspondences, and the airport authorities and regulators. To ensure that hospitality protocols are met, especially with visitors and clients. Assist Human Resources and the Accounting department with various assignments. Assist the executive team with contracts and requirements, permits and certifications documents, and renewals. Ensure all customer calls are screened and directed to the proper department and assist in the implementation of any project, including software, etc. Assist candidates with employment applications and other pre-employment paperwork as required or needed.

General office duties to include: The operation of typical office machines, e.g. printers and copy machines. Receives and sorts mail and packages. Maintain office supplies and organization of office in general, Accountable for service performance and achieving cost/spend expectations, efficiencies, and productivity. Knowledgeable and adhering to the client's policies and procedures.

Administrative Account Manager AGI, Spirit Airlines - Orlando, FL 05/2023 – Current

Reporting to the Managing Director, responsible for the ramp administration, accountable for the operational performance and measurement, customer/client interaction, initiating ramp delivery programs and applying asset controls, financial analysis, signatory badging, and staff planning. Duties include: Safety, administering policies and procedures; maintaining appropriate staffing levels (500+) in conjunction with Human Resources and the Hours Per Flight guidelines, and being a primary contributor to the presentations of the station's performance and airport-related information. Led a team of 2 Department Supervisors, and 4 Administrators, with a matrix of 5 Ramp Duty Managers.

Accountable for KPI Performance with flight arrivals and departures, Baggage delivery and recovery, and

Irregular operations.

Accountable for achieving departmental cost/spend expectations, efficiencies, and productivity.

Developed strategies and tactics for overall ramp service delivery and execution.

Effectively adjusted staffing levels based on the flight schedules; to include IROP handling and operational developments.

Knowledgeable and adhering to the client's policies and procedures.

Natalia Jacobo Page 2

Customer Service Manager/Department Head ATS, Spirit Airlines - Orlando, FL 05/2022 – 05/2023

As the department leader, responsible for all customer-facing operations with over 75 flights a day in a fast-paced operational environment of Spirit’s second-largest airport operation. Leading a team of 13 supervisors and just under 250 diverse front-line employees. Developed, implemented, and managed the customer experience at Spirit Airlines; responded to and developed processes and plans to mitigate negative customer experiences, operational performance and measurement, Onboarding new hires, Overseeing Training programs, complaint resolution, properties & facilities management, financial analysis, and compensation compliance. Responsible for ensuring a high-performing operation by leading, engaging, coaching, and developing the front-line employees; for supporting the teams' efforts in creating a safe, reliable operation while delivering an elevated level of customer experience. Duties include: Administering policies and procedures; and developing strong relationships with front-line employees, third-party vendors, and customers. Presented and expressed ideas and corporate information concisely in a manner appropriate to the audience, whether oral or written.

Accountable for station Revenue earnings, the Net Promoter Score, flight arrivals and departures, Baggage Recovery, and Irregular operations and recovery.

Establishing a culture of accountability by setting clear expectations, to include weekly staff meetings,

attending employee shift briefings, facilitating town halls, and direct one-to-one coaching.

Created, promoted, and fostered employee recognition/engagement programs.

Passenger Services Supervisor Swissport USA/ATS, Spirit Airlines - Orlando, FL 11/2020 - 05/2022

Served as a front-line leader, charged with the above-wing shift performance including the handling of airline check-in services and managing baggage recovery activities. Efficient and hardworking with a proactive attitude. Handles reservations and provides passengers with detailed travel information to resolve inquiries and foster a customer/employee satisfaction environment. Led customer service touch points; including organizing, planning, and executing against service initiatives and interactions. Responsible for managing difficult or emotional customer situations; including requests for service and assistance and interpreting and anticipating customers’ needs.

Reengineered the ticketing/lobby customer throughput, which significantly improved the customer wait time and the Net Promoter Score.

Processed flight recovery with reservations and hotel vouchers.

Collected baggage charges and accepted baggage for check-in.

Passenger Service Agent Swissport, Spirit Airlines - Orlando, FL 04/2017 – 11/2019

Served as a Passenger Service Agent in which duties included: Check-in processes for passengers, securing documentation, accommodating tardy passengers amending reservations, and closing out flights. Compliant with federal guidelines, monitored security, and maintained operational protocols. Instructed passengers on safety and emergency procedures and answered all passenger inquiries. Oversaw ticketing, gate, and ramp services and Informed and updated customers of their flight status.

Dispatcher Bags Inc, Disney World - Orlando, FL 06/2016 - 06/2017

Established long-term customer relationships through prompt and courteous service, and maintained updated and detailed records of calls in physical and electronic databases. Closely monitored dispatch board to triage and prioritize over 100 daily calls.

Reservation Sales Agent JetBlue Airways - Orlando, FL 10/2015 - 03/2016

Served as a Reservation Sales Agent, duties included: managing online booking inquiries, assisting guests

and travel partners throughout the entire booking cycle. Assigned to the Call Center (remote), developed friendly

rapport, fielding questions, and recommendations, and leading conversations to affirm bookings

Education and Training

Diploma Elizabeth High School Elizabeth, NJ

Associate of Science: Medical Florida Technical College Orlando, FL

Microsoft Office Suite: Outlook, Word, Excel, Power point and Adobe Acrobat

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