Customer Service Representative

Luis Tello Orellana

Email: ***************@*******.***- Contact: 407-***-****- 7837 Winter Song Dr. Orlando Fl

32825

Dedicated and multilingual Customer Service professional with extensive experience in airport operations, team supervision, and passenger assistance. Proven ability to lead teams, resolve complex issues under pressure, and deliver exceptional service in fast-paced environments. Fluent in English, Spanish, and Portuguese.

Professional Experience

Greater Orlando Aviation Authority (GOAA) – Orlando, FL

Customer Service Representative April 2022 – Present

Provide information and assistance to passengers, employees, and visitors at Orlando International (MCO) and Orlando Executive Airports.

Assist with the initial training for the new MCO Navigator’s volunteer program. Prepare training welcome package. Conduct Navigator’s monthly and quarterly assessments. Participate in internal recruitment for the navigators at the GOAA health fair.

Operate audio paging systems in multiple languages (English, Spanish, Portuguese), respond to TDD calls, and maintain detailed daily logs.

Support TSA and other airport staff in resolving passenger issues with professionalism and empathy.

Assist with emergency response and special events including Paw Pilots, entertainment programs, and convention greeter activities.

Maintain updated reference materials and communicate critical information regarding incidents, delays, and emergencies to staff and management.

Serve as specialist or VIP escort during dignitary arrivals.

Prospect Airport Services – Orlando, FL

Passenger Services Supervisor October 2017 – April 2022

Supervise daily operations and provide leadership and guidance to team members, ensuring efficient service delivery.

Manage employee schedules and assignments to meet fluctuating service demands while optimizing team productivity.

Train, coach, and motivate staff, delivering constructive feedback to enhance individual and team performance.

Implement initiatives to boost team morale, resulting in measurable improvements in customer satisfaction scores.

Enforce safety protocols and maintain compliance with airport regulations and standards.

Assist passengers with special service needs, including wheelchair transport, ensuring comfort, safety, and a positive experience.

Communicate flight changes through technology systems and coordinate passenger logistics to maintain seamless operations.

M.L.S. Managed Labor Solutions – Orlando, FL

Lead Driver February 2014 – July 2017

Supervise daily operations and guidance to my team. Ensuring vehicles were transported safely and efficiently within airport grounds.

Provided way finding assistance and customer information to travelers.

Maintained vigilance and reported suspicious activity or emergencies promptly.

DC3 Warehouse Services – Orlando, FL

Receiver November 2015 – March 2016

Received and stocked merchandise for parks and restaurants.

Operated forklifts and power jacks for inventory management.

Maintained warehouse cleanliness and organization in a large-scale facility.

G.C.A. Group Services – Orlando, FL

Lead Driver December 2012 – December 2013

Oversaw daily vehicle operations, directing movements and ensuring adherence to safety protocols.

Assisted travelers with transportation needs, providing exceptional customer service and support.

Coordinated schedules and assignments to optimize efficiency and meet operational demands.

Trained and guided team members in safety procedures and company standards.

Alliance Hospitality Services – Orlando, FL

Supervisor August 2011 – December 2012

Supervised housekeeping teams across hotel and residential properties, ensuring consistent high standards of cleanliness and service.

Coordinated daily operations, staff assignments, and workflow to maximize efficiency and meet guest satisfaction goals.

Trained and guided team members, promoting professional development and adherence to company policies.

Conducted quality inspections and implemented corrective actions to maintain operational excellence.

Education

Unidad Educativa Técnicas “Vida Nueva” – High School Diploma

Certifications & Skills

Multilingual: Fluent in Spanish, Portuguese, and English

Emergency & Customer Assistance: Skilled in responding to passenger needs and emergency situations

Team Leadership & Training: Experienced in supervising, coaching, and developing high-performing teams

Paging & Communication Systems: Proficient in airport communication technologies

Airport Operations Knowledge: Familiar with Orlando International (MCO) and Orlando Executive (ORL) airport procedures

Problem Solving & Conflict Resolution: Strong ability to resolve passenger and team challenges efficiently

Professional Accomplishments

• Supported high-traffic operations at MCO, maintaining service excellence during peak passenger volumes.

• Recognized for delivering compassionate assistance during emergencies and irregular operations, enhancing passenger experience and trust.

• Led initiatives that improved team performance, morale, and passenger satisfaction scores through coaching and process improvements.

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