Damaris Santiago
MIAMI,FL
Summary
Results-driven aviation professional with four years of experience in airline operations, advancing from Fleet Service and Ramp Operations to Passenger Service leadership. Skilled in gate operations, passenger assistance, and baggage handling, with a focus on safety and security compliance. Strong team leader adept at resolving challenges and coordinating efficient operations in fast-paced environments. Bilingual in English and Spanish.
Overview
2
2
Languages
1
1
Certification
5
5
years of professional experience
Work History
Lead Passenger Service Agent
Envoy Air Inc.
Miami, FL
03.2025 - Current
- Coordinated passenger check-in processes to enhance efficiency and reduce wait times.
- Assisted in managing boarding procedures, ensuring compliance with safety regulations.
- Provided exceptional customer service, resolving inquiries and concerns promptly.
- Trained new staff on operational procedures and customer interaction best practices.
- Maintained high levels of professionalism while addressing passenger concerns, resulting in positive feedback from clientele.
- Ensured compliance with local regulations and company policies through regular audits of passenger service activities.
Fleet Service Agent
Envoy Air Inc.
Miami, FL
03.2022 - 03.2025
- Conducted routine inspections of aircraft to ensure compliance with safety and operational standards.
- Coordinated ground support services for arrivals and departures, enhancing overall efficiency in operations.
- Managed fueling operations, ensuring accurate fuel levels and adherence to safety protocols.
- Assisted in the training of new staff on operational procedures and safety regulations.
- Performed ramp, baggage room, and aircraft cabin cleaning while following airline safety and security procedures.
- Loaded and unloaded passenger baggage and cargo safely and efficiently.
Education
High School Diploma -
Escuela Virtual De Puerto Rico
San Juan PRSkills
- Passenger Service Operations
- Gate & Boarding Operations
- Passenger Check-In
- Flight rebooking
- Safety compliance
- Baggage & Ramp Operations
- Dispute resolution
- Team Leadership & Supervision
- Training & Mentoring
- Cross-Department Communication
- Customer Service
- Conflict Resolution
- Problem resolution
- Problem solving
- Bilingual: English & Spanish
Accomplishments
* Progressed from Fleet Service Agent to Passenger Service and advanced into a Lead Passenger Service role, demonstrating continued professional growth within the aviation industry.
* Developed comprehensive airline operational experience across ramp, baggage room, cabin service, and gate operations.
* Successfully lead and support passenger service teams during high volume departures, irregular operations , and challenging customer situations while maintaining safety and service standards.
* Recognized for strong leadership, problem-solving, teamwork, and the ability to coordinate efficient operations.
Certification
* Airport Security/SIDA
*Safety and Security training
*Dangerous Goods/Hazmat training
Languages
Spanish
Native or Bilingual
English
Professional Working
Timeline
Lead Passenger Service Agent
Envoy Air Inc.
03.2025 - Current
Fleet Service Agent
Envoy Air Inc.
03.2022 - 03.2025
High School Diploma -
Escuela Virtual De Puerto Rico