Lilliana Gonzalez
Oak Lawn,IL
Summary
Proven leader and skilled communicator, I excelled at WFS Worldwide Flight Services by mentoring staff and enhancing customer satisfaction through effective problem-solving and exceptional service management. Demonstrated ability to improve team productivity and passenger experience, showcasing strong organizational skills and a commitment to continuous improvement.
Overview
6
6
years of professional experience
Work History
Lead Passenger Service Agent
WFS Worldwide Flight Services
Chicago, IL
08.2021 - Current
- Mentored junior staff members on effective problem-solving techniques, fostering an atmosphere of continuous learning within the team.
- Maintained high levels of professionalism while addressing passenger concerns, resulting in positive feedback from clientele.
- Expedited passenger flow by accurately verifying travel documents and adhering to security protocols.
- Assisted in recruiting top talent for the team, leading to increased productivity and enhanced customer satisfaction levels.
Passenger Service Agent
PBP MATCO
Chicago, IL
01.2019 - 02.2020
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
Education
Hubbard High School
Chicago, ILSkills
- Exceptional communication
- Flexible Schedule
- Team Management
- Effective Decision Making
- Passenger Assistance
- Stress Tolerance
- Disability Awareness
- Strong Organization
- Customer Service Management
- Emergency Procedures
- Performance Improvements
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Excellent Communication
- Organizational Skills
- Team Leadership
- Team Collaboration
- Relationship Building
- Self Motivation
- Staff Training
- Continuous Improvement
Languages
Spanish
Native or Bilingual
Timeline
Lead Passenger Service Agent
WFS Worldwide Flight Services
08.2021 - Current
Passenger Service Agent
PBP MATCO
01.2019 - 02.2020
Hubbard High School