Divenhi Tenorio
Houston,TX
Summary
Highly-motivated individual who contains a strong work ethic, adaptability, and exceptional interpersonal skills driven with a passion for continuous learning. Capable of managing projects and collaborating effectively with teams. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational success.
Overview
6
6
years of professional experience
2026
2026
years of post-secondary education
Work History
Lead Passenger Service Agent
ISS Facility Services
Houston, TX
02.2023 - Current
- Supervised ground operations staff in checking in passengers, verifying documents and issuing tickets.
- Trained new employees on proper handling of equipment, ticketing systems, security protocols.
- Followed company regulations and rules promoting safe environment for both travelers and employees.
- Resolved any customer complaints promptly and efficiently while upholding company policies.
- Participated in regular meetings with upper management to discuss and develop strategies to improve operational issues.
- Upheld uniform and conduct guidelines to maintain professional appearance.
- Oversaw employee work schedules and delegated daily assignments.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Passenger Service Agent
ISS Facility Services
Houston, TX
08.2019 - 02.2023
- Checked in passengers, assigned seats, and issued boarding passes.
- Ensured all safety protocols were followed during the check-in process.
- Managed customer complaints in a professional manner while providing solutions to resolve issues.
- Utilized PA system to announce departures and changes to landings.
- Boarded passengers, closed aircraft doors and pulled jet bridge to prepare for departure.
- Assisted special needs passengers and unaccompanied minors, driving seamless airport experience.
- Answered customer questions regarding flight information, airport amenities, and travel regulations.
- Processed reservations and issued travel and hotel vouchers.
Education
Associate of Science - Education
Lone Star College
Houston, TX 08.2019 - 06.2025
MacArthur Douglas High School
Houston, TXSkills
- Team collaboration
- Multitasking
- Clear verbal communication
- Microsoft office
- Conflict resolution
- Phone etiquette
- Data entry
- Altea
- Point of sales (POS) payment terminals
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Lead Passenger Service Agent
ISS Facility Services
02.2023 - Current
Passenger Service Agent
ISS Facility Services
08.2019 - 02.2023
Associate of Science - Education
Lone Star College
08.2019 - 06.2025
MacArthur Douglas High School