Andrea Pineda
Summary
Customer-oriented professional with several-year progressive career focused on enhancing customer service with careful attention to detail and strong follow-through. Polished in assessing systems and developing strategies to reduce process lags. Outstanding organizational and customer-service abilities focused on driving team growth and business profitability.
Overview
5
5
years of professional experience
Work History
Customer Service Supervisor
Southwest Airlines
PHX
01.2024 - Current
- Manage and mentor unionized agents (150+ Operations Agents, and 300+ Customer Service Agents) within Phoenix Sky Harbor Airport.
- Awarded a specialty role to manage operations at the Ticket Counter, with foot traffic between 10,000 and 20,000 customers per shift.
- Assign gate spacing for +200 arriving and departing flights for the next day's operation.
- Dynamically managed irregular operations within the Command Center, in coordination with agents, maintenance control, and the Network Operational Control Center at Headquarters.
- Ground Security Coordinator (GSC) responds to emergencies and escalated situations on the ground.
Associate Sales Planner
Randa Accessories
01.2022 - 11.2025
- Identified opportunities to maximize sales and minimize inventory liabilities.
- Forecasted and tracked marketing and sales trends.
- Presented analysis to retail customer accounts, and conducted meetings remotely.
- Managed and updated sales data on a master spreadsheet.
Operations Agent
Southwest Airlines
DEN
01.2022 - 01.2024
- Pre-planned outbound flights and calculated weight and balance of aircraft.
- Promoted to work in the Command Center to support other Operations Agents and coordinate with pilots on arriving and departing aircraft's needs (gate spacing, provisioning, and maintenance).
- Communicated with a variety of workgroups, including ramp, provisioning, customer service, maintenance, and inflight, to provide a positive customer experience and on-time performance.
Content and Community Manager
Markeko Digital
01.2021 - 01.2022
- Edited videos, podcasts and images to create content for social media
- Produced a weekly newsletter, focusing on brand image and quality
- Onboarded new customers to educate how to use the product and assured their success and conformity with the product (via phone calls, word documents, power points and zoom calls)
Education
BBA - Business Administration, Marketing, Finance, Entrepreneurship
Universidad Francisco Marroquín (UFM)
GuatemalaSkills
- Customer experience
- Leadership
- Communication
- MS Office software
- Performance metrics
- Safety compliance
- Decision-making
- Data analysis
Languages
Spanish
Native/ Bilingual
German
Elementary
Timeline
Customer Service Supervisor
Southwest Airlines
01.2024 - Current
Associate Sales Planner
Randa Accessories
01.2022 - 11.2025
Operations Agent
Southwest Airlines
01.2022 - 01.2024
Content and Community Manager
Markeko Digital
01.2021 - 01.2022
BBA - Business Administration, Marketing, Finance, Entrepreneurship
Universidad Francisco Marroquín (UFM)
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