Fabiola Stonaker-Kueser
Houston,TX
Summary
Bilingual Customer Care Manager dedicated to assisting account executives and account teams by performing administrative and client support duties. Excellent interpersonal and communication skills, a strong work ethic, patient and utilizing good listening skills with others. Bilingual in English and Spanish.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Volunteer
St. John Paul II Catholic School
Houston, TX
04.2014 - Current
- Assessed and looked after 20+ students by working closely with staff and efficiently planning and coordinating work.
- Led students in various lessons plans per teachers needs.
- Supervised students at library on a weekly basis.
- Chaperoned students on various school field trips.
- Assisted with different projects, contributed to planning fundraisers, school galas and other events .
- Served as Room Parent for several years.
Customer Care Manager/Latin American Sales
United Airlines
Houston, TX
11.2005 - 01.2014
- Successfully developed tools and trained staff at all of of our Latin-American offices to streamline our customer experience locally.
- Supervised daily operations and sales functions to maximize customer satisfaction and productivity
- Translated documentation to and from Spanish/English for all the Department.
- Conducted training and mentored team members in our Customer Care Centers throughout Latin AMerica to promote productivity, accuracy and commitment to outstanding service.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
International Flight Attendant
United Airlines
Houston, TX
09.1999 - 10.2005
- Ensure safety and comfort of customers onboard aircraft.
- Ensured aircraft and passenger compliance with policies, procedures, and safety guidance as well as compliance of all FAA flight regulations.
- Served as Onboard Spanish Speaker.
- Offered personalized assistance to children, elderly and passengers with special needs.
- Answered passengers' questions and provided solutions to issues arising during flights.
- Attended workshops and trainings in customer service, conflict resolution tactics and safety procedures to keep abreast of all new requirements and procedures.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Resolved passenger situations during flight involving disorderly passengers and medical emergencies.
- Maintained excellence in personal safety record according to FAA standards.
Inside Sales Representative
United Airlines (Former Continental Airlines)
Lima, Peru
02.1996 - 05.1999
- Managed Local Incentive Program between United Airlines and Peruvian travel agencies.
- Responsible for updating and mailing accounting and marketing information to corporate customers and travel agencies.
- Organized sales seminars and workshops.
- Conducted monthly self-audits.
- Exceeded targeted sales goals through continuous pursuit of new sales opportunities and expert closing of customer deals.
- Developed strategic relationships with existing customers by learning preferences and managing regular communications.
- Applied mathematical skills to calculating amounts, negotiating prices and setting up contracts with travel agencies.
Assistant to the CEO
Hotel Las Americas
Lima, Peru
12.1993 - 04.1996
- Contributed to smooth business operations by planning and organizing meetings and conferences.
- Produced accurate office files, updated spreadsheets and crafted presentations to support executives
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Prepared documents, reports and presentations for executives and board members using advanced software proficiencies.
- Managed complex calendar scheduling with focus on proper allocation of executive availability.
Education
Bachelor of Business And Hotel Administration -
Universidad San Martin De Porres
Lima, PeruSkills
- Customer Relations
- Research and due diligence
- Sales proficiency
- Team Building
- Calm and Professional Under Pressure
- Upbeat and Positive Personality
- Courteous with Strong Service Mindset
- Understanding Customer Needs
- Handling Customer Complaints
- Microsoft Office
- Spanish Fluency
Languages
Spanish
Native or Bilingual
French
Limited Working
Certification
Catholic School Volunteer (VIRTUS approved)
First Aid and CPR training
Timeline
Volunteer
St. John Paul II Catholic School
04.2014 - Current
Customer Care Manager/Latin American Sales
United Airlines
11.2005 - 01.2014
International Flight Attendant
United Airlines
09.1999 - 10.2005
Inside Sales Representative
United Airlines (Former Continental Airlines)
02.1996 - 05.1999
Assistant to the CEO
Hotel Las Americas
12.1993 - 04.1996
Bachelor of Business And Hotel Administration -
Universidad San Martin De Porres