Experience

I-SEC Security

• Netherlands
• Security and Investigations
• 500 - 600 Employee

• Customer Care Manager

  • Mar 2020 - Present

  Oversee the hiring, orienting, and training of customer care staff to ensure a capable workforceDevelop and implement customer care policies, procedures, and regulations necessary for ensuring a satisfied customer baseCommunicate with customers to identify their need/expectations and make appropriate adjustments to meet those needsFollow up customers to ensure they receive optimal value from purchased products/servicesHandle tough or complex customer issue by analyzing said problems to come up with solutions effective in addressing customer complaintsProvide customers with updates and periodic statements on service developments and changes in trendsAnalyze customer care data and statistics to obtain results useful in taking key business decisionsOrganize programs for customer care staff to update their job knowledge and enhance their skillsOversee the processing and issuance of refunds to customersMaintain proper record of all customer care operation and activities for reference purposesWork around available budget to achieve set objectives and targetsParticipate in educational workshops to stay up-to-date on developments in the industry.Keep records of financial data and another administrative tasks related to the position Show less

• Ground Security Coordinator

  • Jul 2008 - Present

  Responsible for monitoring security in many areas of the airport, including (but isn’t limited to): Ticket CountersBaggage CarouselsRamp SecurityCatering SecurityAircraft SecurityCargo SecurityPassenger profilingTrained to conduct interior and exterior aircraft searches on American’s MainlineON BEHALF OF AMERICAN AIRLINES

• Operational Coordinator

  • Mar 2012 - Mar 2020

  Ensure Ground Handling customer service people have the tools to perform their duties in delivering the highest levels of customer service.Ensure all local resources are utilised in such a manner that revenue is maximised and productivity is achieved within the given frameworkWork closely with the Ground Handling Agent to ensure that all airport activities are achieved in compliance with UNITED corporate safety, local security standards, EUOPS quality management system and Local Procedures Manual (LPM).ON BEHALF OF UNITED AIRLINES Show less

• Senior Customer Care Representative

  • Feb 2008 - Mar 2020

  Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-beingCoordinate airport operations with the team and implement actions in case of Irops.



Iberia

• Spain
• Airlines and Aviation
• 700 & Above Employee

• Customer Care

  • Feb 2013 - Jul 2016

  Communicate with customers Generate customers reservations and boarding passes Resolving disservice situations (e.g., determine alternate flight options for delayed, cancelled, or missed flights, change/rebook a reservation) Read customers identification documents, baggage tags, cargo labels, and flight status information Operate a computer to enter and retrieve data (Reciber and Navitaire Distribution System) Open/close aircraft door before flight departure and upon flight arrival Sit continuously when providing customer service Operate the customers loading jet bridge Read the weight of baggage from a scale and assess the baggage fee if required Ensure compliance with IBERIA and AESA regulations and policies Show less



Aeromexico

• Airlines and Aviation
• 700 & Above Employee

• Sales Executive

  • Jan 2011 - Jun 2012

  Manage weekly and monthly regular tasks, including communications towards internal and external parties Process department invoices, stationary orders, distribution requests Manage client requests across various segments, assisting with leads and reporting as required Handle the administrative aspect of Aeromexico Provide administrative support to the GSO team on tradeshows and events Appropriate ad hoc tasks as required by the business Utilize internal and external sales systems and tools such as Salesforce Lightning, TravelClick, Cvent Transient, UpMail, and more Effectively manage data storage in SharePoint Work with the Global Sales Executive at Barcelonaa on the creation or update of marketing initiatives, collateral and sales content including monthly newsletters o Monitor and manage the team wide shared mailbox Show less



Flightcare

• Spain
• Airlines and Aviation
• 100 - 200 Employee

• Customer Care Professional

  • Feb 2007 - Feb 2008

  Give direct support to the handling companies of all the network Manage disruptions such as delays or cancellations. Prevent other kind of disruptions like missed connections or overbookings. Send communications to customers and airports in site. Resolve operational procedures and doubts. Manage flight claims, inadmissible passengers and authorities at the airport. Give direct support to the handling companies of all the network Manage disruptions such as delays or cancellations. Prevent other kind of disruptions like missed connections or overbookings. Send communications to customers and airports in site. Resolve operational procedures and doubts. Manage flight claims, inadmissible passengers and authorities at the airport.