Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Elite Services Agent-VIP Ambassador
Delta Airlines
JFK Airport, NY
01.2024 - Current
Served as an operational expert and ambassador of Delta airlines in the successful handling of High Value Customer (HVC), VIP and other selected customers.
Enhanced the HVC customer service experience with differentiated and attentive service.
Guide customers through difficult airport navigation or short connections
Met passengers on Jetway and provide assistance for connecting flight or exiting of airport upon terminating flight.
Transported passengers via Porsche automobile to applicable drop-off locations: connecting gate, parked personal vehicle, Sky Club, Rental Car Center or baggage claim
CUSTOMER SERVICE AGENT-Gate Agent
Delta Airlines-JFK
New York , NY
05.2022 - 11.2023
Ensured proper verification of travelers' identification prior to boarding the plane.
Handled customer queries regarding flight schedules, destinations, fares, and regulations.
Performed pre-flight inspections of aircraft cabin areas to ensure compliance with safety regulations.
Provided timely and comprehensive updates to passengers on delays and cancellations caused by weather or mechanical glitches.
Collaborated with ground staff to ensure seamless loading of luggage into the cargo hold of aircrafts.
Conducted meticulous inspection of passenger documents to ensure compliance with protocol before issuing boarding passes.
Conducted security checks at gates according to TSA guidelines.
Maintained detailed flight logs, documenting passenger counts and any occurring irregularities.
Provided exceptional customer service by actively engaging with customers, attentively listening to their needs and utilizing well-developed interpersonal skills.
Customer Service Agent-Check-In Agent
Delta Air Lines-JFK
New York, New York
08.2021 - 05.2022
Issued boarding passes to passengers, ensuring accurate verification of identity and seat assignments.
Recorded and tracked passenger check-ins and departures with precision.
Executed ticket sales operations during peak hours.
Loaded bags on conveyor belts for customers.
Verified customer identification documents and travel itineraries.
Performed passenger check-in using airline computer systems.
Entered information in SNAPP system to maintain updated details related to customer ticket orders, reservations and payment method.
Ensured all necessary documents were completed prior to boarding aircrafts.
Informed customers of luggage weight restrictions and checked luggage sizes for compliance with regulations.
Processed payments for additional services requested by customers.
Communicated regularly with other departments at the airport to ensure smooth operations.
Senior Parole Officer
New York State Department of Corrections and Community SUPERVISION
Brooklyn, New York
08.2001 - 06.2020
Managed the daily operations and performance of a unit comprised of NYS DOCCS Parole Officers
Facilitated smooth day-to-day activities at NYS DOCCS by efficiently overseeing officer-submitted documents such as violation of release reports and warrants requests through careful review, editing, and approval processes.
Participated in the execution of warrants and apprehension of Community Supervision violators.
Assisted and collaborated with local law enforcement agencies in carrying out investigations related to criminal activities of parolees.
Facilitated communication between courts, correctional facilities, social service agencies, employers and other stakeholders involved in a client's rehabilitation process.
Prepared reports summarizing cases as needed for review by judges or other legal personnel.
Attended regular meetings with department heads to discuss caseloads and any relevant policy changes.
Aided senior leadership during executive decision-making process by preparing offender reports for corrective action planning.
Education
Bachelor of Arts - Psychology
SUNY College at New Paltz
06.1988
Skills
Proficient in Spanish
Task Delegation Proficiency
Customer Education
Customer Service
Problem-Solving
Decision-Making
Public Speaking
Verbal and Written Communication
Team Management
Writing, editing, and proofreading
Report Writing
Certification
NYS Certified Security Guard
Jet bridge Operator
NYS Certified Peace Officer
Languages
Spanish
Professional
References
References available upon request.
Timeline
Elite Services Agent-VIP Ambassador
Delta Airlines
01.2024 - Current
CUSTOMER SERVICE AGENT-Gate Agent
Delta Airlines-JFK
05.2022 - 11.2023
Customer Service Agent-Check-In Agent
Delta Air Lines-JFK
08.2021 - 05.2022
Senior Parole Officer
New York State Department of Corrections and Community SUPERVISION
Special Assignment Flight Attendant (SAFA) at Endeavor Airlines (Wholly Owned By Delta Airlines)Special Assignment Flight Attendant (SAFA) at Endeavor Airlines (Wholly Owned By Delta Airlines)