Experience

Brickell Travel Management

• United States
• Travel Arrangements
• 1 - 100 Employee

• Quality Control - Back Office ARC

  • Apr 2018 - Present



House of Travel of Miami

• United States
• Travel Arrangements
• 1 - 100 Employee

• Quality Control/ Ticketing Agent

  • Jul 2014 - Mar 2018

  Ensure compliance with the company proceduresfordocumentation,ticketing,voids and refunds before closing sales report. Created and implement airlines commissions levels to avoid Debit Memos.Ensure to updated airlines profiles with last contract . Help accounting department to resolved Debit Memos. Coordinate internationals and domestic travel arrangements in compliance with corporate travel policies for the accounts. Book and ticketing all the domestic and international groups according to Airlines contract assigned to the group. Work offices and concur queues. Reissue tickets complaining with airlines and fares rules. Manual calculation of history fares. Request all the office waiver using internal airlines system ( American sales link/Delta Professional/ IB-BA waivers ). Issue all the upgrading reservation fallowing UPG programs regulations according to the Airline. Book, issue and invoices all the not



Qantas

• Australia
• Airlines and Aviation
• 700 & Above Employee

• SALE SUPPORT AGENT

  • Dec 2012 - Apr 2014

  Ensure that the level of customer services is up to Qantas standard. Handling call volume, reduce call wait time and the number of abandoned calls. Accurate handling of daily logs and paper work to ensure easy access by all team members. Update excel sheets for revenue reports. Process and distribute GDS queues. Answer emails from travel agencies and cooperates accounts in reference to fares and ticketing problems. Authorize and issue waivers to travel agencies according to Qantas Policies and ticket fare rules for reissuing tickets, booking class, name corrections and ticketing deadlines. Review and process full or partial refund requested by travel agencies and corporate accounts. Process downgrade requests due to schedule or aircraft changes. Assist Qantas Finance Department with investigating Ticketing Fraud and Charge Backs. Process requests from Customer Care Department for tickets issued in the USA or Canada. Issue tickets for all Corporate Accounts, Qantas Staff travel and Qantas Groups with adherence to QTA and IDeal conditions. Coordinate, book and issue all Qantas Commercial and Corporate promotions for accounts such as ABC, Modern Family & NBC, Ellen Show. Process ADM disputes from USA and Canada travel agencies. Accurately close sale reports for all offices (WAS/LAX/YVR), completed all forms, gather all documents that support sale balancing and distribute to Accounting Department.



Star Alliance

• Singapore
• Airlines and Aviation
• 100 - 200 Employee

• LOUNGE AIRPORT SUPERVISOR LAX TB TERMINAL

  • Dec 2011 - Dec 2012

  Oversee Operation to ensure productivity, professionalism; punctuality, grooming and customer services are according with the Star Alliance standards of quality. Complete Daily Report to establish date required for planning station operation and distribute accordingly. Ensure staff understands all Company Standards, Safety Policies and Procedures. Acts as primary contact with Airlines Managers to ensure Airlines Satisfaction with lounge services. Monitor staff performance, monitor attendance, shift trade approvals, vacation time. Ensure amenities for customer are always available. Make weekly inventory control and make orders with vendors. Coordinate and receiving catering deliveries and report any irregularities. Monitor Kitchen preparation for daily operation. Ensure all tools are functional and ensure food for buffet area are prepare, according to company and California Safety food Department regulations.



Vision Airlines

• Airlines and Aviation
• 1 - 100 Employee

• MIA STATION SUPERVISOR

  • Oct 2009 - Feb 2011

  Coordinate the Charter Activities for flight to Cuba and other destination as contracted. Handle customer questions with new reservations or modify existing reservations with Ifly system at the counter. Manager Gate operation and flight close-outs. Supervise the daily activities of contracted personal at the airport. Gate Announcements and Passenger Assistance for a safe loading and unloading customers to the aircraft. Briefs and Distributes flight plans, flight release, fuel slips, weather, passenger’s loads and fueling order to coordinate timely aircraft rotation. Collect data and compile daily and monthly report for the Station Manager. Travel national and international to support other stations as requested in their operation and training needs. Baggage Services and Baggage tracing using Ifly system.



Martinair

• Netherlands
• Airlines and Aviation
• 100 - 200 Employee

• Duty Manager

  • Sep 2004 - Sep 2009

  Ensure compliance with regulations, policy and procedures pertaining to Airlines, Airport and Government Affairs. Control monthly accounts payable activity within the station and contracted vendors. Represent the company at monthly airport meeting with several agencies and departments. Provide information on arrival and departure in order to coordinate timely aircraft rotation with airport authorities and operations department. Handle Denied Boarding, Delayed and Flight Cancellations situation in the best interest of both the company and the passenger. Generate monthly reports and Operational reports as required for Cargo, Hotel and Meals Expenses, Denied Boarding, Baggage Claims, Landing Reports and Daily Flight Activity Reports. Coordinate directly with Operations that all flight messages are sent and received and that APIS is complied with. Create Employee shift schedules, payroll and record keeping. Coordinate Crew Transportations and Accommodations. Conduct catering inspection to ensure vendor quality is according to quality standards of the company.



Miami Air International

• United States
• Airlines and Aviation
• 100 - 200 Employee

• MIA/FLL REP & GROUND SERVICES COORDINATOR ( GSC )

  • Jun 2005 - Dec 2008

  Supervise that passenger check-in is according with customer needs and always in compliance with TSA, FAA and airlines regulations for private and public charter. Coordinate with Catering Representative that all meals are ordered and loaded as per order and according with client’s necessities. Coordinate with the security team that screening area and random bag checks are being conducted. Ensure that positive passenger ID and manifest are conducted in order to comply with the required security. Contact dispatch for flight plan, loading instruction and passenger screening is conducted from the TSA Watch list. Coordinate proper screening at ramp level for clients that require check-in at FBO’s and stadiums for clients such as the Miami Heat, Florida Panthers, University of Miami, Virginia Tech, and Tampa Bay. Coordinated the operation for Tour Operators and Travel Incentive Groups representing clients like Sysco, Vacations Stores, Bahia Principe, Club Med and Apple Vacation). Acted as Representative for Airlines that sub-contracted our services by coordinating airport responsibilities and whenever needed, travel to national and international destinations in order to support the operation and guarantee a positive outcome for the client. Generate and sent all Advance Passenger Information System (APIS) for international flights



Iberia

• Spain
• Airlines and Aviation
• 700 & Above Employee

• INTERNATIONAL FLIGHT ATTENDANT

  • Sep 1999 - Aug 2004

  Responsible for the safety and comfort of passengers aboard the aircraft. Check emergency equipment. Check meals according with special flight needs. Coordinate in-flight services. Pre-safety checks and pre-flight briefings. Make evaluations of cabin crew and in-flight reports. Assist passenger with boarding and de-boarding the aircraft. Ensure compliance with all Airlines and FAA regulations. Make onboard announcements. Responsible for the safety and comfort of passengers aboard the aircraft. Check emergency equipment. Check meals according with special flight needs. Coordinate in-flight services. Pre-safety checks and pre-flight briefings. Make evaluations of cabin crew and in-flight reports. Assist passenger with boarding and de-boarding the aircraft. Ensure compliance with all Airlines and FAA regulations. Make onboard announcements.



Swissport

• Switzerland
• Airlines and Aviation
• 700 & Above Employee

• PASSENGER SERVICES AGENT

  • Jul 1996 - Sep 1999

  Provide passenger assistance and related customer service at ticket counter, gates and baggage area, assist with boarding and flight control. Assign seats, prepare boarding passes, check baggage. assist pre-boarding passengers.Help passenger in transit area by providing passengers with transportation, hotel and meal vouchers when needed due to irregular operation and cancellation. Assist passenger with baggage services due to lost, delayed or misdirect. Provide passenger assistance and related customer service at ticket counter, gates and baggage area, assist with boarding and flight control. Assign seats, prepare boarding passes, check baggage. assist pre-boarding passengers.Help passenger in transit area by providing passengers with transportation, hotel and meal vouchers when needed due to irregular operation and cancellation. Assist passenger with baggage services due to lost, delayed or misdirect.