Belkis Lora Urena
Valley Stream,NY
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service.
Overview
16
16
years of professional experience
Work History
Airport Operations Crewmember
JetBlue Airways, JFK International Airport
05.2009 - Current
- Provided customer service support, addressing passenger inquiries promptly and professionally.
- Responded to emergent situations regarding flight operations or customers issues to quickly identify concerns.
- Assisted passengers with special needs, ensuring a comfortable and seamless travel experience.
- Created positive start to passenger trips by greeting passenger and providing seamless check-in and ticketing experience.
- Maintained accurate flight information displays to keep passengers informed of any changes or delays.
- Conducted thorough pre-flight checks to ensure all necessary documents were in order before departure.
- Provided exceptional customer service at the gate area, assisting passengers with seat assignments and upgrades as needed.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our product and services.
- motivated employees to share ideas and feedback.
Airport Operations Acting Supervisor
JetBlue Airways, JFK International Airport
06.2018 - 01.2023
- Oversaw daily operations, ensuring adherence to safety protocols and operational standards.
- Mentored team members, fostering skill development and enhancing overall performance.
- Implemented process improvements, increasing workflow efficiency and reducing downtime.
- Conducted performance evaluations, providing feedback to support employee growth and accountability.
- Resolved operational issues promptly, maintaining high service levels and customer satisfaction.
- Supervised airfield operations, including arrivals and departures.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
Education
No Degree - Fashion Design
Fashion Institute of Technology
New York, NY05-2005
Skills
- Skilled at learning new concepts quickly while working well under pressure, and motivate a group of people toward a common goal
- Proficient in customer service and management
- Fluent in Spanish and English with translation skills
- Effective prioritization skills
- Work well without minimal supervision, reliable organized and team player
Accomplishments
- Supervised team of twenty crew-members.
- Achieved ontime departure through effectively helping with final inflight crew paperwork.
- Documented and resolved customers issues which led to file a report.
Timeline
Airport Operations Acting Supervisor
JetBlue Airways, JFK International Airport
06.2018 - 01.2023
Airport Operations Crewmember
JetBlue Airways, JFK International Airport
05.2009 - Current
No Degree - Fashion Design
Fashion Institute of Technology
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