Erick Montealto
Miami,FL
Summary
Knowledgeable, Proactive, and dedicated customer service professional. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Terminal Operations Agent
Miami-Dade County Aviation Department
2021.08 - Current
- · Maintained safe and secure environment for passengers by monitoring terminal area for suspicious activities.
- · Initiated mass communication of airport incidents to airport executive management and stakeholders.
- · Demonstrated excellent communication skills in dealing with passengers, airline personnel, and other airport staff.
- · Managed airport operations, ensuring compliance with safety and security regulations.
- · Resolved customer complaints in timely manner while upholding company values.
- · Prepared reports summarizing operational activities on daily basis.
- · Provided leadership and guidance during emergency situations.
- · Created staffing schedules that ensured adequate coverage at all times.
- · Prepared staff work schedules and assigned specific duties.
- · Ensured compliance with Chapter 25 regulations, and policies across the organization.
- · Managed workloads according to priority levels ensuring all tasks were completed accurately on time.
- · Collaborated with colleagues across multiple departments in order to resolve escalated cases promptly.
- · Utilized problem-solving techniques to effectively address customer inquiries and complaints.
- · Demonstrated strong leadership skills by managing a team of specialists, delegating tasks and providing guidance when needed.
- . Coordinated daily facility inspections of domestic zones & concourses.
- Coordinate/Assign the submission of work request for each deficient item found to a Quality Control Specialist.
Security Operations Specialist
Miami-Dade Aviation
2020.04 - 2021.08
- Greet passengers professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Patrol and monitor Airport premises in company vehicle, and by foot.
- Respond to alarms.
- Manage vendor merchandise checks to meet security level agreement.
- Contact law enforcement in case of unauthorized persons, and unattended items left throughout airport.
- Challenge unauthorized individuals and employees in order to prevent access to restricted areas.
- Execute security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
- Supported team members during peak periods by cross-training in multiple functions within Security Operations department.
Airport Operations Specialist
Miami Dade County Aviation
2015.12 - 2020.04
- Meeting and greeting of passengers while maintaining crowd control on daily basis within Immigration Area.
- Maintained passenger satisfaction with forward- thinking focused on addressing passenger needs and resolving concerns.
- Responded to passenger requests for airline flights, departure gates, and baggage information.
- Assisted passengers with APC (Automated Passport Control) KIOSK operation in Immigration Area.
- Assisted Senior Agents and Agents with daily reports, elevator entrapments, accident reports and equipment inspections (elevators, escalators, and moving walks).
Fleet Service Clerk
American Airlines
2015.10 - 2018.04
- Performed departure and arrival duties for 2 to 3 flights day, including making sure no FOD (foreign object damage) was on tarmac, equipment set up in designated areas.
- Guided planes for all arrivals and departures with strong focus on safety.
- Inspected cargo for efficient and safe handling and transport between planes and cargo areas.
- Documented all required information regarding cargo weight and destination.
- Loaded and un-loaded aircraft and delivered baggage to correct destination.
- Increased team productivity by providing ongoing training and support to fellow Fleet Service Clerks.
- Maintained accurate inventory records, ensuring proper stocking levels of parts and supplies needed for efficient operations.
- Contributed to safer work environment by enforcing compliance with company safety policies and procedures among staff members.
Passenger Service Agent
Swissport USA
2014.11 - 2015.10
- Oversaw ticketing, 25 gate agents and ramp services.
- Escorted handicapped passengers from terminal to aircraft.
- Managed team member schedules and work assignments.
- Inspect and verify passenger documentation.
- Issue boarding passes and reschedule passengers affected by flight interruptions or cancellations.
- Manage passenger baggage processing including handling and fee calculation if applicable.
- Assist passengers as needed through arrival and check in processes including support for passengers with special needs such as unaccompanied minors (UM), VIP passengers and passengers needing wheelchair assistance.
- Direct passengers through Customs, Immigration, and Quarantine, as required.
- Make public address announcements as required.
- Assist Ramp Service Agents to ensure that wheelchairs, strollers and gate checked bags (cleared through security) are made available for loading upon departure and delivery to passengers upon arrival.
- Comply with all federal, state, municipal, airport authority and carrier security requirements and Swissport SOPs and policies.
- Operate equipment to include the jet way, computer keyboards, and carrier specific reservation/ ticketing software.
- Produce all required, work-related documentation
Accounting Manager
BLM Technologies Of Florida
2009.02 - 2013.01
- Managed all areas of accounting, including accounts payable and receivable, general ledger management, banking reconciliations and monthly balance sheet statements.
- Initiated comprehensive account assessments to check viability, stability and profitability of business operations.
- Investigated daily variances uncovered with reports and corrected errors to resolve discrepancies.
- Completed bi-weekly payroll for company 50 employees, including calculating taxes, vacation and sick time.
- Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
- Managed accounting operations, including journal entries, collection efforts, reconciliations and payroll processing.
- Performed routine closings, maintained clean, accurate and accessible records and kept close eye on transaction updates throughout each quarter.
Education
Associate of Science - Information Technology
Barry University
Miami, FLAssociate of Arts - Accounting
Miami Dade College
Miami, FL06.2003
High School Diploma -
G. Holmes Braddock Senior High School
Miami, FL06.1995
Skills
- Good listening skills
- Staff education and training
- Technical Support
- Creative problem solving
- Recordkeeping strengths
- Spanish translation
- Customer Complaint Resolution
- Verbal and written communication
- Customer service
- Professionalism
- De-escalation techniques
- Safety and security
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Terminal Operations Agent
Miami-Dade County Aviation Department
2021.08 - Current
Security Operations Specialist
Miami-Dade Aviation
2020.04 - 2021.08
Airport Operations Specialist
Miami Dade County Aviation
2015.12 - 2020.04
Fleet Service Clerk
American Airlines
2015.10 - 2018.04
Passenger Service Agent
Swissport USA
2014.11 - 2015.10
Accounting Manager
BLM Technologies Of Florida
2009.02 - 2013.01
Associate of Science - Information Technology
Barry University
Associate of Arts - Accounting
Miami Dade College
High School Diploma -
G. Holmes Braddock Senior High School
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