Customer Service Power Plant
Resume:
Mari T. Serrano
**************@*****.***
Manhattan Beach, CA 90266
PROFESSIONAL PROFILE
Highly motivated, strong analytical and interpersonal skills with demonstrated leadership, emergency management/reporting, problem solving abilities and communication skills
Ability to work well within a high-pressure and fast moving environment exercising quick, sound judgment under high pressure stressful situations. Strength in working with colleagues and community at diverse levels
Extremely personable, utilizing logic and sound judgment, as well as obtaining cooperation from others in multiple-demand situations. Trustworthy, Ethical, and Committed to Superior Customer Service
Professional/Intermediate proficiency in Microsoft Office (Word, Excel, PowerPoint), data entry, Internet, Web-Based and Job specific software applications Bilingual: Spanish-English
Able to secure appropriate Airport Authority and/or US Customs (Red Seal) security badges
CERTIFICATES
Lufthansa German Airlines: Brand Ambassador/Lead Customer Service Agent/Service Sells Excellence/Business Ethics and Conduct
United Airlines: Ground Operations / Customer Service Agent / LAX – Drivers Certificate
EDUCATION
University of Eastern New Mexico Roswell, NM
Major: Aviation Science A.A. SCIENCE. DEGREE: AVIATION MAINTENANCE: Jun 2012
Crimson Technical College of Aviation Los Angeles, CA
Academic Achievements: 3.5 GPA AIRFRAME & POWER PLANT CERTIFICATE: Jun 2011
AVIATION TECHNICAL TRAINING
Avionics/RADAR Systems Operation and Maintenance
Aircraft Systems: Instruments and Navigation Calibration
Circuit Analysis and Troubleshooting
Turbine Power Plant Systems Operation and Maintenance
Reciprocating Engine Systems Operation and Maintenance
Mechanical/ Electrical Principles and Theory
Hydraulic/Pneumatic Systems Operation and Maintenance
Metallic Structure Fabrication and Welding
Advanced Composite and Non-Metallic Structure Fabrication
Various NDI (Electromagnetic, Vacuum, Chemical) Testing
Technical Blueprint and Schematic Comprehension
Precision Measuring Tool Calibration
PROFESSIONAL EXPERIENCE – Aviation Lead Customer Service
EVERGREEN AVIATION GROUP LOGISTICS ENTERPRISE, INC. PASSENGER SERVICE AGENT
LUFTHANSA GERMAN AIRLINE LAX/ST CONTRACT Nov 2009 – Jun 2011
• Directed and Assisted Passengers in concourse operations to ensure smooth operation and customer satisfaction
• Highly Productive and Knowledgeable of Check-In process, Arrival process thru CBP, Transfer Desk, Passenger control
• Responsible for maintaining the Highest level of Customer Service to Lufthansa Personnel and Passengers
• Coordinate daily workforce plan; training; documentation related to passenger check-in; and monitoring schedule adherence
• Detail-Oriented with a flare for organizing quick response to Flight Irregularities
• Administer timely coaching/feedback while maintaining encouragement and support of CS Agents
• Performed a vital role in the security of the Airport and Passengers by supporting other compliance programs related to facility safety and security, as well as conducting security checks at Check-in /Boarding
• Answered questions while attempting to influence a favorable impression and offered information covering a wide variety of Airline and/or Airport related topics
• Provided information for passengers passing through the Airport from the Ticket counter to boarding
PROFESSIONAL EXPERIENCE – Customer Service/Human Resources Managerial
DG THERAPY GROUP, INC. OPERATIONS MANAGER
STATE OF CALIFORNIA EARLY INTERVENTION PROGRAM Aug 2008 – Jul 2009
• Demonstrated success in leading, supervising, managing, maintaining high level of productivity and developing high performance teams
• Established and maintained relationships with all State funded facilities
• Explored alternatives and positions to reach outcomes that gain all parties' support and acceptance
• Provided team leadership with the ability to multitask and work in a fast-paced environment identified and understand issues, problems and opportunities; comparing data from different sources to draw conclusions
• Collaborated with State of California Department of Education and Regional Centers
• Oversaw 50 Professional Therapists in the field throughout Southern California (LA County)
• Managed the financial aspects of the department; pioneered new web-based scheduling/billing system
• Forged relationships with key personnel at public facilities/ developed and sustained productive relationships
• Developed a customized, scheduling software to meet customer needs
• Responsible for scheduling, and business planning for the company
PROFESSIONAL EXPERIENCE – Aviation Customer Service/Logistics
UNITED AIRLINES, INC. GROUND OPERATION SUPERVISOR
ADMINISTRATIVE AGENT: BAGGAGE SERVICE OPERATOR “BSO” LAX/CG RAMP SERVICEMAN May 2006 – Jul 2008
• Demonstrated high level of knowledge of LAX Airport facilities, equipment, airport operations, practices and procedures
• Coordinated all phases of Aircraft handling, including catering, cleaning, fueling, crew and passenger boarding/de-boarding
• Ensured that all baggage delivered to BSO office was properly researched and re-routed to passengers PNR or final destination
• Actively searched for and communicated all-irregularities, supervised baggage activities/loading to insure in order to make proper BSO or RSP manpower adjustments; Secured bag scan handling; coordination of all operational activities planeside
• Communicated and reported regular (recurring) as well as special (one-time) activities and root causes of baggage delivery failures and or PAWOB to baggage service supervisor, on a timely basis
• On all International flights, effectively communicated via radio with PA-9 any and all baggage that was not scanning properly to ensure proper bag to passenger match was met at the close of the flight
• Reported areas that required corrective action to management
PROFESSIONAL EXPERIENCE – Aviation Billing/Accounting
WORLDWIDE FLIGHT SERVICES EXECUTIVE /ADMINISTRATIVE ASSISTANT
GENERAL MANAGER WFS CABIN SERVICE: BILLING Nov 2005 – Jan 2008
• Captured operation/flight activities on daily basis, maintained and updated Excel monthly billing and documentation
• Researched all exceptions to daily billable items pertaining to cabin service contract; daily statistics; monthly Op’s reporting
• On a weekly basis, meet with United representative to Audit and Review the contents for validity and accuracy, and corrected any discrepancies or irregularities in services performed
• Presented all finished work to General Manager including budget planning and controlling
• Ensured that final Excel workbook is submitted for monthly invoicing on a timely manner
GATE SAFE PROGRAM: AIRCRAFT SAFETY/LOAD SECURITY
• Demonstrated positive attitude, strong work ethic, loyalty, and dedication. Considered impact of decisions on crews, its members and community (United Airlines Personnel)
• Certified and opened security seals on transport trucks and recorded data prior to delivery to aircraft
• Monitored the loading and Plane-Side delivery of catering provisions
• Conducted a thorough physical search of the empty interior of the aircraft including: closets, lavatories, galleys, trash receptacles, storage bins, seat backs, seat pockets, under seats, life vests, seat cushions and overhead bins on all LAX United Airlines outbound/originating aircraft
• Pulled “UNIMATIC” reports and served as Daily Operational Liaison with United Airlines at LAX
PROFESSIONAL EXPERIENCE - Aviation Logistics
FEDERAL EXPRESS CORPORATION MATERIAL HANDLER/SORTER LOAD SUPERVISOR
LAX/HUB RAMP SERVICEMAN OPERATION Apr 2003 – Jan 2008
• Responsible for the supervision of a 20 person workgroup/crew on Postal ramp services at LAX
• Ensured adequate workflow and load, performed ramp functions and supplied support in a timely, safe and efficient manner
• Processed US Postal Freight (up to 160 ULD/4 hour span) from CTV to Appropriate Destination Aircraft
• Ad Hoc liaison with US Post Office agents and FedEx flight operations in regards to regulations and/or practices
• Operated mechanized ramp equipment, belt loaders and GSE used for the movement of LD-3 /ULD
• Ensured that all related paperwork was completed in an accurate and timely fashion
• Maintained responsive radio communication with all appropriate personnel and outlining crews
• Member of the Safety Committee at LAX HUB, enhanced FOD awareness, and elected member of the (SCIT) Safety Continuous Improvement Team representative for my workgroup since 2003
• Ranked within the top 2 performers of my workgroup (9–12 Scans per minute and far exceeded the P-S-T performance of my workgroup by finding over 30 salted packages in one period)
• Member of the LAX Spirit Team since 2003 raising employee moral and participation
PROFESSIONAL EXPERIENCE – Aviation Technical Trainer
ADVANCED INTERACTIVE SYSTEMS, INC. GOVERNMENT TRAINER
BOEING CONTRACT OJT / BST INSTRUCTOR 2001 – 2002
• Provided on-the-job "OJT" training of new TSA Employees at major airports throughout the United States
• Reviewed and evaluated work performance of TSA Baggage Screeners nationwide
• Successfully completed classroom and airport certification training for TSA airport security equipment implemented after 9-11
PROFESSIONAL EXPERIENCE – New Business Development Sales & Marketing
SOFTAWARE NETWORKS, INC. EXECUTIVE/ADMINISTRATIVE ASSISTANT
NEW BUSINESS DEVELOPMENT 1996 – 2002
• Worked directly with CEO for pre-IPO period to facilitate corporate marketing messaging and managed website development
• Sales representative for company's flagship brands, including web hosting and high-speed bandwidth initiatives
• Responsible for the planning and implementation of more than 250 corporate events
• Provided computer application and technical support for corporate customers
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