Dania Roman
LATAM Airlines
Miami,FL
3
years of professional experience
Resourceful Passenger Service Supervisor known for high productivity and efficient task completion. Skilled in customer service management, conflict resolution, and team leadership. Excel in communication, problem-solving, and adaptability to ensure passenger satisfaction and operational excellence.
Work History
Passenger Service Agent
6 Months- Facilitated smooth passenger check-in processes, ensuring timely departures and efficient service delivery.
- Managed luggage handling and processing, maintaining compliance with safety regulations and standards.
- Assisted in resolving passenger inquiries and complaints, enhancing customer satisfaction through effective communication.
- Coordinated boarding procedures, optimizing flow to minimize delays and improve operational efficiency.
- Trained new staff on operational protocols and customer service best practices, fostering a collaborative work environment.
- Implemented process improvements that streamlined check-in operations, reducing wait times for passengers.
- Monitored baggage handling systems to ensure accurate tracking and timely delivery of passenger belongings.
- Collaborated with airline representatives to address issues proactively, strengthening partnerships and service quality.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Educated passengers on safety procedures and provided assistance to disabled passengers
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
Passenger Service Supervisor
9 Months- Supervise passenger service agents during check-in, boarding, and arrival operations.
- Coordinate daily assignment sheets and staff schedules according to flight itineraries.
- Ensure compliance with airline policies, TSA, CBP, and airport procedures.
- Handle irregular operations, delays, and passenger issues professionally.
- Communicate directly with flight crew, ramp, and operations teams.
- Monitor employee attendance, clock-in/clock-out records, and operational logs.
- Prepare reports and incident communications for management.
Passenger Service Agent
1 Month- Provided customer service assistance during check-in, boarding, and arrival processes.
- Verified travel documentation in compliance with airline and security regulations.
- Assisted passengers with special needs and resolved service-related issues professionally.
Administrative Assistant
1 Year- Managed administrative documentation and internal reports.
- Assisted with billing processes, invoices, and record tracking.
- Maintained organized files and accurate data entry.
- Supported supervisors and management with daily operational tasks.
Aviation Security Agent
7 Months- Ensured compliance with aviation security regulations and airport safety procedures.
- Conducted access control inspections for passengers, crew, and authorized personnel.
- Monitored restricted areas and aircraft zones to maintain operational security.
- Identified and reported security incidents according to established protocols.
- Worked in coordination with airport authorities, airline staff, and operations teams.
- Maintained a high level of vigilance while providing professional customer interaction.
Education
Skills
Passenger Service Operations
Team Supervision & Leadership
Staff Scheduling & Timekeeping
Airline & Airport Procedures
Customer Service Excellence
Administrative Support
Billing & Invoicing
Report Writing
Attention to Detail
Bilingual: Spanish & English
References
References available upon request.
Timeline
Passenger Service Agent
LATAM Airlines
02.2026 - CurrentRead More
Passenger Service Supervisor
Eulen Aviation
05.2025 - 02.2026Read More
Passenger Service Agent
Eulen Aviation
04.2025 - 05.2025Read More
Administrative Assistant
Eulen Aviation
04.2024 - 04.2025Read More
Aviation Security Agent
Eulen Aviation
09.2023 - 04.2024Read More
General Education Diploma
Read More