Apple Lucero
The Woodlands,TX
Summary
Dedicated professional with over 20 years of customer service expertise. Recognized for training and coaching employees to enhance performance and ensure compliance with safety and quality standards. Committed to fostering a positive work environment and delivering exceptional service to achieve organizational goals.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Airport Operations Supervisor - Custodial
City of Houston
Houston, Texas
12.2025 - Current
- Plan and organize work schedules to cover daily operations including irregular operations. Ensure daily opening fresh.
- Train and coach employees to achieve optimum performance and to comply with standard operating procedures.
- Monitor and evaluate employee performance, providing feedback and guidance to improve productivity.
- Assist with interviews including recommendations for promotions, performance review and disciplinary actions.
- Correct employee timecard and approve time off requests including leave of absence and worker compensation.
- Coordinate with various personnel during emergencies and incidents. Investigate incidents and make reports.
- Report maintenance issue within airport terminal and track work orders. Assist maintenance during emergencies.
- Participate in training and perform other duties as required.
Senior Airport Services Representative
City Of Houston
Houston, Texas
04.2022 - Current
- Inspect airport terminal areas, the perimeter, and tenant facilities to ensure safe and secure operations. Prepare inspection report. Report unsafe conditions and policy/procedure violations to the appropriate personnel and takes corrective action as needed
- Create maintenance work orders, custodial request, document and report to appropriate department to ensure facility quality assurance
- Strive to provide exceptional customer service to all passengers with a positive can-do attitude to maintain the airport's 5-star WOW experience and make passengers happy
- Assist passengers with directions, flight connections, transportation information, airline information and other services
- Comply with organizational policies and procedures including applicable laws
- Collaborate with other team members to achieve organizational goals
- Observe and be proactive with surroundings and report any irregularities or safety concerns to the appropriate department
- Expedite the international passenger's arrivals processing through the Federal Inspection Services area by providing assistance to ease processing times to achieve the department passenger processing goals
- Provide mentoring or coaching to team members to meet organizational goals
- Act as field liaison during an emergencies
- Perform other duties as assigned by Supervisors
- Attend any training as required by the department
- Be professional at all times as we are always in the eye of the public
- Light lifting and pushing of items up to 30 pounds
Airport Services Representative
City Of Houston
Houston, TX
11.2021 - 04.2022
- Strive to provide exceptional customer service to all passengers with a positive can-do attitude to maintain the airport's 5-star WOW experience and make passengers happy
- Assist passengers with directions, flight connections, transportation information, airline information and other services
- Position at the information booth to accommodate passengers with any questions, concerns or directions
- Comply with organizational policies and procedures including applicable laws
Headwait
Outback Steakhouse
Houston, TX
11.2020 - 08.2021
- Provided a five star service to customers during their meal
- Greeted and welcomed customers within 30 seconds after seated, plus offered two menu choices from food and beverages
- Created orders, documented special requests, and recommended specific items according to preferences and food allergies
- Prepared meals, made food plating presentation, and served food and beverages in a timely manner
- Kept updated knowledge of menu and promotions
- Periodically checked on customers during meal to ensure the perfect dining experience
- Resolved customer complaints and reported concerns to management
- Collected cash from registers, accounted money, recorded sales, generated revenue report, and distributed tip out to all employees at the end of day
- Processed point of sale transactions
Flight Attendant
ExpressJet Airlines
Houston, TX
04.2006 - 09.2020
- Attended passengers and provided a high level of customer service throughout every flight by greeting each passenger and providing information about airline procedures, seat locations and inflight services
- Maintained all emergency equipment to ensure safety by verifying that fire extinguishers and oxygen systems were in working order, first-aid kits were fully stocked, and all items were easily located
- Assisted passengers in emergency situations by announcing and demonstrating the use of seat belts, flotation devices, oxygen masks, and emergency exits
- Prepared the plane for takeoff and landing following standard procedures such as walking the aisle to ensure luggage was stowed securely and all passengers had complied with appropriate federal regulations
- Conducted periodic trips through the cabin during flights to serve food and beverages, assisted passengers with lights and responded to any questions or requests in a timely and safe manner.
- Maintained positive attitude when dealing with distressed passengers, worked to provide information about connecting flights, calmed fears and provided secure environment.
- Adhered to company safety policies and procedures including federal aviation regulations
- Coordinated with other crew to ensure on-time performance
- Served beverages and food items from refreshment cart and provided information about in-flight offerings to passengers.
- Conducted inflight report related to customer incidents and safety concerns
Sales Manager
Coin Laundry
Riverside, CA
01.2003 - 01.2005
- Kept accounting records of sales and expenses
- Tracked maintenance and repairs on the laundering equipment
- Anticipated and responded to customer queries, concerns, and complaints plus providing excellent service to every customer.
- Handled cash collections and cash deposits
- Monitored through security cameras to ensure safety and the smooth operation of the store
- Maintained the cleanliness of the store at all times
Education
Bachelor of Arts - Business Administration, Finance
California State University - Los Angeles
Los Angeles, CAAssociate of Arts - Business Administration
Los Angeles City College
Los Angeles, CASkills
- Excellent customer service and customer satisfaction
- Company Policy Adherence
- Verbal and written communication
- Problem Solving
- Ability to handle difficult and unexpected situations
- Ability to remain calm in high pressure situations
- Adapt quickly to new environment
- Reliability and Punctuality
- Able to promote collaboration and sharing
- Able to contribute to building a positive team spirit
- Time Management
- Multitasking
- First Aid/CPR
- Federal Aviation Regulations
- Microsoft Office
- Emergency response
- Safety compliance
- Operating procedure updates
- Conflict resolution
- Quality assurance monitoring
Certification
FAA Flight Attendant Certificate
Languages
- English
- Thai
Languages
English
Full Professional
Thai
Full Professional
Timeline
Airport Operations Supervisor - Custodial
City of Houston
12.2025 - Current
Senior Airport Services Representative
City Of Houston
04.2022 - Current
Airport Services Representative
City Of Houston
11.2021 - 04.2022
Headwait
Outback Steakhouse
11.2020 - 08.2021
Flight Attendant
ExpressJet Airlines
04.2006 - 09.2020
Sales Manager
Coin Laundry
01.2003 - 01.2005
Bachelor of Arts - Business Administration, Finance
California State University - Los Angeles
Associate of Arts - Business Administration
Los Angeles City College