Fabiola Olcese Chavez
Gaithersburg,MD
Summary
Results-driven leader with experience in front-of-house operations, skilled in team management, policy adherence, and operational excellence. Successfully enhanced service quality and compliance in high-pressure environments, fostering a collaborative team culture.
Overview
7
7
years of professional experience
Work History
Premium Customer Service Representative
American Airlines
Arlington, Virginia
08.2021 - Current
- Deliver high-level service to VIP travelers, including Concierge Key and Five-Star members, ensuring seamless, personalized experiences.
- Resolve complex travel disruptions by rebooking and managing ticketing with accuracy and adherence to policy.
- Coordinate itineraries and exclusive services for elite members, promoting loyalty through tailored solutions.
- Maintain professionalism in fast-paced, high-pressure situations, while upholding organizational standards.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Director Front of the House Operations
Chick-fil-A
Bethesda, Maryland
04.2020 - 05.2021
- Directed front-of-house operations, leading staff, and ensuring smooth, efficient shift performance.
- Supervised hiring, onboarding, and mentoring of team members, fostering professional growth, and a collaborative culture.
- Oversaw scheduling, payroll, and compliance with policies, and food safety regulations.
- Managed daily operations, including cash handling, inventory adjustments, and opening/closing procedures, with accuracy and accountability.
- Championed Chick-fil-A’s service standards by promoting consistency, professionalism, and operational excellence.
Shift Leader
T.G.I. FRIDAY'S - Bar & Restaurant
Silver Spring, Maryland
05.2019 - 04.2020
- Supervised shift operations by assigning tasks, maintaining workflow, and ensuring service quality.
- Trained and onboarded new staff, reinforcing company standards, and efficient service practices.
- Developed weekly schedules to optimize staffing and support smooth restaurant operations.
- Managed front-of-house duties, including guest seating, cash handling, take-out coordination, and phone orders, with professionalism and accuracy.
Education
Associate of Arts - Humanities, Arts, Communications And Languages
Montgomery College
Rockville, MD08-2024
Bachelor of Arts - Humanities And Social Science
University of Maryland Global Campus
Hyattsville, MDSkills
- Policy adherence
- Operational efficiency
- Effective communication
- Attention to detail
- Time management
- Leadership skills
- Team collaboration
- Adaptive team player
- Multi-task management
- Staff supervision
- Microsoft Office Suite
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Premium Customer Service Representative
American Airlines
08.2021 - Current
Director Front of the House Operations
Chick-fil-A
04.2020 - 05.2021
Shift Leader
T.G.I. FRIDAY'S - Bar & Restaurant
05.2019 - 04.2020
Associate of Arts - Humanities, Arts, Communications And Languages
Montgomery College
Bachelor of Arts - Humanities And Social Science
University of Maryland Global Campus