AITZA RODRIGUEZ
Halethorpe,MD
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
10
10
years of professional experience
Work History
Sales Operations Supervisor
Europe Express
Baltimore, Maryland
01.2023 - 09.2024
- Prepared detailed reports summarizing key performance indicators.
- Participated in strategic planning meetings to review progress towards objectives.
- Resolved customer inquiries regarding product features, pricing, availability.
- Assisted in the developing of new agents during the on boarding process.
- Provided guidance to sales representatives on process improvements and best practices.
Operation Agent
Southwest Airlines
Baltimore, MD
11.2021 - 07.2022
- Logged, tracked and traced shipments across airport and partner locations.
- Protected team members and other staff from harm with diligent enforcement of safety and security measures.
- Responded to emergent situations regarding flight operations or medical issues to quickly identify concerns, provide support and transport personnel and passengers away from critical scenes.
- Coordinated with agencies to meet aircrew requirements for billeting, messing and refueling.
- Created and maintained flight and events logs, aircrew flying records and records of incoming and outgoing flights. Monitored aircraft with radar, computer equipment or visual references.
- Acted as emergency management leader to address medical emergencies and flight operation obstacles.
- Directed ground crews in loading and unloading of aircraft cargo or baggage. Adjusted flight itineraries and communicated changes for optimal safety and flow of aircraft.
- Performed and supervised mobile airfield management functions
Station Coordinator
Air Transport International
Baltimore, MD
02.2021 - 07.2021
- Assisted Station Manager with the daily administrative functions of running the station, including but not limited to maintaining company database, shipping, receiving and correspondence
- Maintained all company databases with accurate and timely data entry
- Coordinate with Headquarters Materials Personnel on maintaining and moving materials in and out of the station
- Acted in an administrative capacity with regards to answering phones, receiving faxes and receiving e-mails, and route all communications to the appropriate individuals at the station
- Shipped materials and correspondence from the station and receive all packages to either place in inventory or route to the correct station personnel
- Assisted Station Manager with certain administrative functions such as correspondence, time sheet auditing, conference calls, maintaining station files and other duties as assigned
- Performed station and fly away kit inventories as instructed by management to ensure accuracy of inventory at all times
Insure that all Flight log sheets are entered in the computer in a timely manner - Tracked all incoming and outgoing parts
- Assisted with travel arrangements for Maintenance Personnel
Perform all tasks assigned by direct supervisor or higher management - Responded to customer inquiries and delivered appropriate information after carefully researching issues.
Customer Service Supervisor/Operation Manager
GAT Airline Ground Support
New Orleans, LA
02.2019 - 12.2020
- Managed scheduling, training and inventory control.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Planned delivery routing, team workflows and promotional initiatives.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Recruited, hired and trained crew members on application of projects, customer relations and customer service.
- Anticipated and tracked operational and tactical risks to provide strategic solutions.
- Created corrective actions based on adverse KPI trends.
- Measured and reviewed performance via KPIs and metrics.
- Addressed customer concerns with suitable solutions.
- Collaborated with team leaders on quality audits.
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
Customer Service Agent
Fortune Group ground support
Aguadilla, PR, PR
11.2014 - 02.2019
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Investigated and solved routine and complex customer issues to earn repeat business.
- Suggested suitable options for unavailable products and services to retain customers.
- Returned customer calls in established turnaround time to meet company objectives.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Developed strong customer relationships to encourage repeat business.
Skills
- Relationship building
- Training & development
- Team management
- Customer relation and resolution
- Administration work
- Billing Inquiries
- CRM Software
Timeline
Sales Operations Supervisor
Europe Express
01.2023 - 09.2024
Operation Agent
Southwest Airlines
11.2021 - 07.2022
Station Coordinator
Air Transport International
02.2021 - 07.2021
Customer Service Supervisor/Operation Manager
GAT Airline Ground Support
02.2019 - 12.2020
Customer Service Agent
Fortune Group ground support
11.2014 - 02.2019