ERIK ACOSTA
Avianca Airlines
Bristow,VA
2
Languages
5
years of professional experience
Ambitious pursuing customer service eager to learn contribute, develop new skills. Skilled in communications and challenging settings. Adaptable and driven with strong work ethic and motivation to thrive in team-based or individually motivated settings. Dedicated employee know for punctuality. Pursuing employment options where good customer service and positive attitude will make a difference.
Work History
Agente De Servicio al Cliente Y Despacho
3 Years 9 Months- Airport Operations Coordination: Support and coordinate daily passenger service operations to ensure efficient airport processes, seamless passenger experiences, and timely flight departures.
- Passenger Service Management: Oversee passenger check-in, boarding, travel documentation verification, and special assistance procedures while maintaining airline service standards.
- Operational Efficiency & On-Time Performance: Monitor boarding progress, identify potential operational disruptions, and proactively coordinate solutions to minimize delays and support airline OTP objectives.
- Cross-Departmental Communication: Collaborate with flight crews, dispatch teams, ramp personnel, and airport authorities to ensure effective communication and operational readiness.
- Irregular Operations Management: Handle complex passenger situations involving flight disruptions, cancellations, missed connections, and rebooking requirements while maintaining professionalism and customer satisfaction.
- Flight Departure Coordination: Assist with gate readiness, passenger boarding completion, and final departure procedures to support safe and efficient aircraft turnaround operations.
- Safety & Regulatory Compliance: Ensure passenger handling activities comply with airline policies, airport security protocols, and applicable aviation regulations.
- Customer Experience & Conflict Resolution: Resolve escalated passenger concerns, deliver solutions under time-sensitive conditions, and maintain a positive airline reputation.
- Team Collaboration & Leadership: Demonstrate initiative, accountability, and strong teamwork while supporting colleagues and contributing to operational improvements.
- Operational Reporting: Maintain accurate passenger records, boarding documentation, and flight-related information to support operational accuracy and effective communication.
Amazon Delivey
4 Years 8 Months- Grouped and routed deliveries according to designated areas to maintain efficient delivery times.
- Demonstrated safe driving by observing road rules, exercising caution in unfamiliar areas and maintaining vehicle control.
- Educated new employees at orientation meetings.
- Contacted customers prior to delivery to confirm and coordinate delivery times.
Airport Operations Agent
4 Months- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Supervised airfield operations, including arrivals, departures and fueling, identifying and addressing concerns promptly to maintain targets.
- Helped customers with special needs to board and disembark from aircraft.
Education
High School Diploma
Skills
Costumer service
Dependable and reliable
Team Leadership & Cross-Functional Collaboration
Effective Communication & Decision-Making
Critical Thinking & Problem-Solving
Multitasking in High-Pressure Airport Environments
Time Management & Operational Prioritization
Adaptability & Flexibility
Attention to Detail & Accuracy
Operational Efficiency & Continuous Improvement
Customer-Focused
Professionalism & Accountability
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Agente De Servicio al Cliente Y Despacho
Avianca Airlines
2023.01 - CurrentRead More
Amazon Delivey
Lyons Logistics
2022.02 - 2022Read More
Airport Operations Agent
Avianca Airlines
2021.08 - 2021.12Read More
Patriot High School
High School Diploma
Read More