Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Alexander Mulgado

Deltona,FL

Summary

Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.


Friendly and energetic with talent for assisting diverse passengers and ensuring smooth airport experiences. Understanding of airline policies and proficiency in handling ticketing systems and customer inquiries. Dedicated to enhancing passenger satisfaction through efficient and courteous service.

Overview

3
3
years of professional experience

Work History

Airport Passenger Service Agent

Swissport
03.2024 - 04.2025
  • Assisted passengers with special needs, providing compassionate care and facilitating smooth travel experiences.
  • Collaborated closely with team members to achieve excellence in overall airport operations.
  • Cultivated a friendly atmosphere at the gates, greeting passengers warmly upon arrival and departure.
  • Managed gate assignments and updated flight information, keeping passengers well-informed of changes in a timely manner.
  • Maintained a calm and professional demeanor during high-stress situations, effectively addressing passenger concerns and fostering a positive travel experience.
  • Upheld strict compliance to security protocols while checking travel documents at departure gates to ensure passenger safety.


Billing Analyst

Swissport
03.2024 - 04.2025
  • Maintained strict confidentiality with all personal data as per company guidelines.
  • Maintained up-to-date knowledge of industry regulations, ensuring compliance in all aspects of the billing process.
  • Evaluated aging reports to identify members to be included in monthly outbound collection calls.
  • Trained new team members on internal billing procedures, fostering a collaborative work environment for continuous improvement.
  • Conducted regular account reconciliations to verify invoice accuracy, resulting in reduced disputes and improved cash flow management.
  • Enhanced customer satisfaction with timely and accurate billing information, resolving disputes promptly and professionally.

Customer Service Cashier

Family Dollar
10.2022 - 01.2023
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Improved customer service wait times to mitigate complaints.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Greeted customers and responded to informational requests.
  • Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution.
  • Maintained cleanliness and presentation of stock room and production floor.
  • Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.

Education

High School Diploma -

Miami Central
Miami, FL
06.2023

Skills

  • Customer Service
  • De-Escalation Techniques
  • Policies and Procedures Adherence
  • High-Energy Attitude
  • Microsoft Exchange
  • Conflict Mediation
  • Verbal and Written Communication
  • Computer Skills

Languages

English
Native/ Bilingual
Spanish
Professional

Timeline

Airport Passenger Service Agent

Swissport
03.2024 - 04.2025

Billing Analyst

Swissport
03.2024 - 04.2025

Customer Service Cashier

Family Dollar
10.2022 - 01.2023

High School Diploma -

Miami Central

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Alexander Mulgado