Alberto Rosales
Detroit
Summary
Dedicated aviation professional with 9 years of experience enhancing passenger experiences in fast-paced airport environments. Expertise in passenger assistance, conflict resolution, and safety compliance. Fluent in English and Spanish, with strong communication and teamwork skills. Committed to ensuring adherence to airline policies while delivering safe and enjoyable travel experiences.
Overview
9
9
years of professional experience
Work History
SHIFT MANAGER
Prospect Airport Services
Romulus
10.2021 - Current
- Lead airport service teams in delivering safe, efficient, and customer-focused passenger support in a fast-paced airport environment.
- Ensure compliance with airline, airport, and safety regulations while maintaining exceptional service standards.
- Assist passengers with disabilities and mobility challenges, ensuring safe transportation, comfort, and accessibility throughout their airport experience.
- Respond to passenger concerns and complaints, providing professional and timely resolutions while maintaining a positive customer experience.
- Coordinate staff assignments and daily operations during peak travel periods, including irregular shifts, weekends, holidays, and overnight schedules.
- Conduct safety briefings and team meetings regarding operational updates, procedural changes, and customer service expectations.
- Train and mentor employees on passenger assistance procedures, safety protocols, and airline policies.
- Collaborate with airline representatives, airport personnel, and service teams to ensure smooth operations and passenger satisfaction.
- Demonstrate flexibility and reliability by consistently working rotating schedules, including nights, weekends, holidays, and overtime as needed.
SUPERVISOR
Prospect Airport Services
Romulus
10.2018 - 10.2021
- Supervised a team of more than 30 employees assisting passengers in a busy international airport environment.
- Trained staff on customer service excellence, passenger assistance procedures, and safety standards.
- Assisted in resolving passenger issues while maintaining professionalism in high-pressure situations.
- Monitored team performance to ensure timely and efficient service delivery.
- Promoted a positive customer experience through effective communication and teamwork.
PASSENGER SERVICE ASSISTANT
Prospect Airport Services
Romulus
12.2017 - 10.2021
- Helped ensure passenger comfort, safety, and satisfaction throughout their airport experience.
- Delivered courteous and professional support to over 20 passengers daily, enhancing their travel experience.
- Provided courteous and professional support to more than 20 passengers daily.
- Achieved a strong customer service record with no documented complaints, reflecting commitment to passenger satisfaction.
- Coordinated with airline personnel and airport staff to ensure seamless passenger movement throughout the airport.
Education
High School Diploma -
Riverside Academy West
Dearborn, MISkills
- Operational Efficiency
- Safety compliance
- Customer Service Excellence
- Passenger care
- Conflict Resolution
- Team Collaboration
- Team Development
- Time Management
- Professional Communication
- Problem Solving
- Diversity Management
- Bilingual: English & Spanish
Timeline
SHIFT MANAGER
Prospect Airport Services
10.2021 - Current
SUPERVISOR
Prospect Airport Services
10.2018 - 10.2021
PASSENGER SERVICE ASSISTANT
Prospect Airport Services
12.2017 - 10.2021
High School Diploma -
Riverside Academy West