Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Certification
Languages
Timeline
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Evelyn Rivera

Cocoa

Summary

Customer Service Professional with 25+ years of experience in airline operations, customer relations, administrative support, and leadership. Proven ability to manage escalations, resolve complex issues, and support high-volume operational environments. Recognized for integrity, urgency, confidentiality, and dedication to delivering exceptional service. Strong communication skills, team collaboration, and independent problem-solving capabilities.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Central Baggage Assistance Specialist

JetBlue
02.2021 - Current
  • Followed all company policies and procedures to deliver quality work.
  • Collected, arranged, and input information into database system.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Central Baggage Acting Supervisor

JetBlue Airlines
05.2023 - 01.2024
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Gathered, organized and input information into digital database.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Generated reports detailing findings and recommendations.

Central Baggage Lead

JetBlue
08.2018 - 01.2021
  • Handle all escalated customer complaints.
  • Run daily reports for delayed, missing, and damaged bags (average 400 reports daily).
  • Manage and respond to incoming emails via NetTracer and assign claims appropriately.

Central Baggage Assistance

JetBlue Airlines
11.2017 - 2018
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Strengthened communication skills through regular interactions with others.
  • Gained strong leadership skills by managing projects from start to finish.

Airport Operations Crew

JetBlue
03.2013 - 11.2017
  • Assisted customers with check-in, boarding, and rebooking during cancellations.
  • Delivered exceptional service while resolving operational issues.

Airports Operations Liaison

JetBlue
11.2009 - 03.2013
  • Supported crew with training compliance, onboarding, scheduling, and tours.
  • Conducted new-hire training and JetBridge certifications.
  • Ensured all team members met training and regulatory requirements.

Airport Operations Crew

JetBlue
11.2008 - 11.2009
  • Delivered seamless check-in and ticketing experience for passengers.
  • Managed announcements, restocked supplies, and supported rebooking operations.

Education

High School Diploma -

Walton High School
Walton, NY
06-1999

No Degree - Psychology

Mercy College
Dobbs Ferry, NY

Skills

  • De-escalation Techniques
  • Excellent Listener
  • Microsoft Teams
  • Analytical thinking
  • Team collaboration
  • Knowledge sharing
  • Bilingual – Fluent in Spanish
  • Customer relations

Accomplishments

  • Active Member, Brevard Hispanic Chamber of Commerce – Represent the Hispanic business community by participating in networking events, business development initiatives, and cultural outreach efforts across Brevard County.
  • Lead Volunteer Packer, The Children’s Hunger Project – Support food security for local students by coordinating packing sessions, guiding new volunteers, and ensuring accuracy and efficiency in high-volume operations.

Affiliations

  • National Association of Realtors (NAR) – Active member committed to upholding the highest standards of ethics, professionalism, and industry best practices.
  • Florida Association of Realtors (FAR) – Engage in continued education, professional development, and statewide real estate initiatives.
  • Space Coast Association of Realtors (SCAR) – Local member participating in community outreach, market education, and professional networking within the Space Coast region.
  • Brevard Hispanic Chamber of Commerce – Active member supporting Hispanic businesses, community engagement, and cultural representation across Brevard County.

Certification

Florida Real Estate License – Since February 2024

Languages

Spanish
Native or Bilingual

Timeline

Central Baggage Acting Supervisor

JetBlue Airlines
05.2023 - 01.2024

Central Baggage Assistance Specialist

JetBlue
02.2021 - Current

Central Baggage Lead

JetBlue
08.2018 - 01.2021

Central Baggage Assistance

JetBlue Airlines
11.2017 - 2018

Airport Operations Crew

JetBlue
03.2013 - 11.2017

Airports Operations Liaison

JetBlue
11.2009 - 03.2013

Airport Operations Crew

JetBlue
11.2008 - 11.2009

High School Diploma -

Walton High School

No Degree - Psychology

Mercy College