ESPERANZA MENDOZA
Reston,VA
Summary
Substantial experience and outstanding skills in customer service focused on going above and beyond, with 15+ years of experience as a Customer Service representative and Supervisor roles in the Airline and construction fields. Excellent interpersonal skills, ability to work well with others, support staff roles, as well as building and promoting Teamwork. Excellent organizational skills with attention to detail and genuine desire to achieve, excel and evolve. Spanish bilingual. Ability to work Independently in a fast-paced environment and coordinate several tasks. Excellent common sense, judgment, and decision-making abilities. Self-motivated, hard-working individual applying integrity, responsibility and caring values with customers and teammates. Ability to quickly learn and adapt to new software and system platforms.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Airports Operations
JetBlue Airways
Washington , DC
11.2007 - 08.2020
- Airport Operations Crewmember in Fort Lauderdale-Hollywood International Airport, assisting with standard company Airport Operations and Customer Service policies in different areas of Airline Operations at the Airport, including:
- Use of airline software to check in and board Customers at airport
- Assist Customers and resolve issues with ticketing and customer experience
- Follow company’s policies and stay updated with continued education
- In October 2010 transferred with JetBlue to Washington DC area to assist with opening operations at Ronald Reagan Washington National Airport (DCA), where cross-trained for Ground Operations and promoted to Airports and Ground Operations Supervisor.
- Supervise and oversee 150+ Ground and Airport Operations Crewmembers on daily operations
- Monitor and execute Safety and Operational programs and initiatives
- Oversee delivery of customer service meeting JetBlue company's expectations by applying promises and Hospitality policies
- Coach staff in delivering exemplary Customer Service
- Resolve customers issues providing excellent communication and going above and beyond to ensure customer retention
- Work together with Business Partners making sure all procedures are followed in line with company's standards
- Plan and coordinate Crewmember shifts for quarterly bids as well as coordinate staffing during irregular operations to properly cover the operation.
- Identified and resolved unauthorized, unsafe or ineffective practices.
General Manager
The Crew, Inc
Weston, FL
06.2004 - 09.2007
- Managed all Administrative aspects of Residential Construction Company specialized in new custom single-family homes, pools and remodeling with more than 3 million annual revenues
- Responsible for budgets, financial statements, cash flow and accounting
- Interacted with architects, owners, building inspectors, utility representatives and subcontractors
- Prepared weekly and monthly statistical reports for corporate funding agents and act as the Company’s representative to banking community
- Handled letters of credit, special short-term loans and promissory notes.
Education
Bachelor’s degree - Dentistry
Pontificia Universidad Javeriana
Bogota, Colombia1984
Skills
- Customer Service
- Customer retention
- Staff Management
- Focus and Follow-Through
- Staff Training
- Operation Monitoring
- Onboarding and Orientation
- MS Office
Certification
- GSC- Ground Security Coordinator
- CRO - Complaint Resolution Official
Volunteer Activities
- Make-A-Wish Mid Atlantic - Wish Granter
- Ronald McDonald House- Participant in preparing meals for families
- SOME- So Others Might Eat - Serving meals for homeless
Timeline
Airports Operations
JetBlue Airways
11.2007 - 08.2020
General Manager
The Crew, Inc
06.2004 - 09.2007
Bachelor’s degree - Dentistry
Pontificia Universidad Javeriana
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