Alexander Quintana
Miami,Florida
Summary
Passionate and multilingual candidate with dynamic customer service skills. Poised, personable and dedicated to team-driven environment. Known for excellent customer relations and welcoming attitude while upholding a high safety standard.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Service Agent
Envoy Air, An American Airlines Company Group
09.2023 - Current
- Provided high level of customer service while accurately answering questions about flight schedules, ticketing, and baggage fees.
- Responded and adapted to regular/ different high stress customer & safety facing scenarios in a timely manner.
- Proficient level of understanding of airline computer reservation systems such QIK( Qantas Intelligent Keypad), SABRE, & GateReader.
- Working in a fast paced environment with constant switches in schedules and operations.
- Issue, reissue, refund, book, and confirm passenger tickets on regular and irregular operations (IROPS).
- Coordinate cabin availability and in flight supplies with pilots and flight attendants.
- Safely and efficiently boarded and deplaned passengers on a timely performance while making announcements in English and Spanish.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction and safety.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
DFIS (Federal Inspection Station) Customer Assistance Representative
Envoy Air, An American Airlines Company Group
01.2023 - 09.2023
- Oversighted MIA Airport's Terminal D international area to ensure arriving passengers are timely transitioned from US Customs & Immigration with their luggage.
- Directed passengers to airline representatives and TSA officers when connecting to flights.
- Served as a liaison between customers and other departments to ensure seamless communication on critical matters or escalated concerns.
- Offers assistance to passengers such as passengers with disabilities, large parties, etc.
- Work with US Customs & Immigration to locate baggage from passengers.
- Ability to comprehend three letter city-pair codes (IATA codes).
Seasonal Sales Associate
Gap, Inc
06.2022 - 09.2022
- Performed physical duties such as lifting & stacking 10-20 lbs boxes to designated areas.
- Sustained a clean work environment in which rotations of clothing and accessories are done efficiently.
- Handled POS system transactions which include exchanges and refunds of cash, credit, and debit payments.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
Education
High School Diploma -
Doral Academy Preparatory School
Doral, FL06.2021
Skills
- Safety oriented
- Problem solving skills
- Outstanding communication skills
- Exemplary work ethic
- Deescalation management
- Empathetic and genuine
Certification
- US Customs Security Badge and qualified for unescorted access to airport security identification display areas (SIDA)
- EAG Regional CSA (Customer Service Agent) Training
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Agent
Envoy Air, An American Airlines Company Group
09.2023 - Current
DFIS (Federal Inspection Station) Customer Assistance Representative
Envoy Air, An American Airlines Company Group
01.2023 - 09.2023
Seasonal Sales Associate
Gap, Inc
06.2022 - 09.2022
High School Diploma -
Doral Academy Preparatory School
- US Customs Security Badge and qualified for unescorted access to airport security identification display areas (SIDA)
- EAG Regional CSA (Customer Service Agent) Training
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