Hi, I’m
Ruben Armando Herrera Lapaix
Hospitality and Tourism
Santo Domingo
Summary
- Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Skills
Problem-Solving
Good Telephone Etiquette
Active Listening
Flexible and Adaptable
Organization and Time Management
Written Communication
MS Office
Analytical and Critical Thinking
Training and Development
Teambuilding
Work History
American AirlinesSanto Domingo, Distrito Nacional
Customer Care Manager
10.2021 - Current
Job overview
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Developed new employees and on-going performance assessment of current employees.
- Evaluated interactions between associates and customers to assess personnel performance.
- Applied best practices in customer service, sales and employee management to exceed organizational goals.
- Established performance and service goals and held associates accountable for individual performance.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Created customer support strategies to increase customer retention.
American AirlinesSanto Domingo, Distrito Nacional
Airport Customer Service and Operations Agent
07.2018 - 10.2021
Job overview
- Understood FAA, TSA and airport regulations and verified compliance.
- Attended and completed required online and in-person training and mentored newer agents in advanced roles.
- Conducted departure and arrival briefings.
- Trained and developed new hires to drive efficient performance by teaching and emphasizing key skills, procedures and performance optimization strategies from day one.
American AirlinesMCLA - Santo Domingo, Distrito Nacional
International Reservations Instructor
07.2014 - 08.2018
Job overview
- Applied various teaching aids to minimize learning gaps and instruct and motivate students.
- Used learning assessments to regularly monitor student understanding of class concepts and materials.
- Evaluated and revised lesson plans and course content to achieve student-centered learning.
- Tested students to assess progress and adapted learning plans in alignment with performance.
- Developed and clearly presented classroom rules, guidelines and objectives.
- Optimized day-to-day instruction to align educational strategies with industry best practices.
- Enhanced student comprehension and shortened learning process through new teaching methods.
American AirlinesSanto Domingo, Distrito Nacional
Ticketing Service Agent
06.2012 - 06.2014
Job overview
- Processed order transactions and provided customers, travel agencies and group travel with detailed itineraries, tickets and receipts.
- Sold, printed and issued tickets to guests.
- Prepared customer, travel agencies and group travel invoices, accepted payments and processed refund and cancellation requests.
American AirlinesSanto Domingo, Distrito Nacional
Bilingual Customer Service Representative
2010.09 - 2012.06 (1 education.year_Label & 9 education.months_Label)
Job overview
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Identified issues, analyzed information and provided solutions to problems.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
Overview
12
years of professional experience
2
years of post-secondary education
2
Languages
Education
Universidad Del CaribeSanto Domingo
BBA from Hospitality Administration And Management
10.2020 - Current