Gabriela Fagan San Martin
Redondo Beach,CA
Summary
Results-driven Ramp Operations Manager with a focus on safety protocol adherence and operational success. Proven success in client relationship management, ensuring service satisfaction and retention. Skilled in team leadership and performance monitoring, enhancing operational workflows and achieving departmental goals.
Overview
9
9
years of professional experience
Work History
Account Manager- Eva Air
Worldwide Flight Services
Los Angeles
07.2025 - Current
- Cultivated client relationships to guarantee service satisfaction and retention.
- Enabled effective communication between clients and internal teams to ensure seamless service delivery.
- Resolved client inquiries and issues promptly to maintain strong partnerships.
- Acted as main point of contact in matters relating to client concerns and needs.
- Conducted regular check-ins with clients to gather feedback and address concerns.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Led daily briefings to ensure ongoing promotion of safety operations.
Ramp Operations Manager LAX
LATAM Airlines
Los Angeles, CA
02.2023 - 03.2025
- Supervised staff performance on ramp to guarantee conformity with safety regulations and procedures.
- Developed and implemented safety protocols to ensure safe operations of ramp activities.
- Scheduled and coordinated maintenance checks for ground support equipment to ensure operational readiness.
- Achieved company and department objectives consistently within budget and time constraints.
- Trained employees on safety procedures, customer service protocols, and other duties related to ramp operations.
- Implemented on-the-job training activities to cross-train employees on various tasks.
- Facilitated regular meetings with senior management to review and enhance operational performance.
- Conducted regular inspections of the ramp area to identify potential safety hazards or operational issues.
- Prepared reports summarizing activity at the ramp on a weekly basis.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Coordinated departmental scheduling to ensure adequate staff coverage for all shifts. to maintain proper staffing for shifts.
- Monitored employee performance and delivered constructive feedback to support continuous improvement.
Ramp Coordinator LAX
Professional Aviation Marketing
Los Angeles, CA
05.2020 - 01.2023
- Handled passenger luggage, mail and cargo in accordance with safety and privacy protocols.
- Contributed to team meetings focused on performance, safety, and operational improvements.
- Ensured safe and efficient loading and unloading of aircraft luggage and cargo.
- Coordinated with pilots, cabin crew, and airport staff to maintain on-time departures and arrivals.
- Conducted thorough inspections of baggage and cargo for security compliance.
- Complied with airport and airline policies and baggage weight restrictions to protect aircraft.
- Responded promptly to any emergency situations that arise on the ramp.
- Exceeded specific team goal by partnering with staff to share and implement best practices.
- Worked in various weather conditions to ensure continuous airport operations.
- Maintained clear communication with team members and supervisors using radios and hand signals.
- Inspected freight containers for damage before loading onto aircrafts.
- Ensured all necessary documentation is completed accurately prior to departure.
- Managed multiple shift responsibilities to ensure seamless operations, prioritizing immediate tasks to streamline operations.
- Communicated via headset radio with ground crew, flight crew and tow person about ramp operations and flight requirements.
- Performed daily operational inspections of ramp equipment and vehicles.
- Adhered to strict timelines for the turnaround of flights.
- Coordinated daily schedules and tasks for ground crew to optimize workflow and ensure operational readiness.
- Monitored and reported any irregularities in baggage or cargo, such as damaged goods.
- Verified cargo weights against manifest information prior to loading onto aircraft.
- Adhered to airline cargo policies, monitored operations and reported discrepancies to management for review.
- Loaded and unloaded aircraft cargo, passenger baggage and freight.
- Coordinated the loading and unloading of aircraft cargo according to established safety protocols.
- Maximized space in aircraft compartments and staging areas with proper organization and attention to cargo types.
Passenger Service Supervisor LAX
Professional Aviation Marketing
Los Angeles, CA
03.2019 - 04.2020
- Supervised daily operations of passenger services staff, ensuring compliance with safety regulations and customer service standards.
- Recruited, trained and guided team members to offer every passenger top-notch service and support.
- Assessed staffing needs for each shift to ensure adequate coverage of the check-in counter and gate area.
- Managed emergency situations such as medical emergencies or flight delays and cancellations according to established protocols.
- Resolved customer complaints in a timely manner, providing satisfactory solutions to address their concerns.
- Furnished customers with information on routes, gates, and terminals to assuage baggage and boarding concerns.
- Kept passengers informed by announcing important information about itineraries, flights and luggage.
- Evaluated customer feedback to identify trends and implement service improvements.
- Documented and reported personnel and operational data to inform management decisions.
- Interfaced with external stakeholders such as government authorities regarding immigration issues or customs clearance matters.
- Organized daily team workflow to enhance efficiency and productivity. and delegated tasks for team members.
- Collaborated with gate area personnel to verify passenger documents before boarding. in gate area by verifying passenger documents before boarding aircraft.
- Trained new employees on proper ticketing and baggage handling procedures.
- Investigated discrepancies in tickets or baggage claims reported by customers or airline personnel.
- Operated computerized system to handle ticketing and check-ins.
- Analyzed data from various sources such as surveys and feedback forms in order to track trends in passenger satisfaction levels.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Baggage Service Agent LAX
Professional Aviation Marketing
Los Angeles, CA
06.2017 - 02.2019
- Resolved customer complaints professionally, ensuring adherence to company policies and enhancing customer satisfaction.
- Processed incoming and outgoing luggage for flights, ensuring that bags were correctly labeled and loaded into appropriate compartments.
- Assisted passengers with baggage needs and provided timely information on luggage status to improve overall travel experience.
- Maintained accurate records of all baggage transactions using computerized tracking systems.
- Provided customer service assistance to travelers by answering questions regarding airline policies and procedures.
- Contacted customers to inform them about luggage arrivals and updates. when bags arrived to provide updates.
- Verified passenger identification and tickets prior to loading luggage onto planes.
- Collaborated with ground crew personnel during aircraft arrivals and departures.
- Prepared detailed reports on all tasks performed during each shift worked as a Baggage Service Agent.
- Coordinated with airport staff to streamline baggage handling operations, contributing to efficient flight turnaround.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Education
Some College (No Degree) - Teaching English As A Second Language
La Serena University
La Serena, ChileSkills
- Client relationship management
- Client onboarding
- Service quality assessment
- Regulatory compliance
- Data reporting
- Team leadership
- Customer service
- Client relationship management
Languages
Spanish
Timeline
Account Manager- Eva Air
Worldwide Flight Services
07.2025 - Current
Ramp Operations Manager LAX
LATAM Airlines
02.2023 - 03.2025
Ramp Coordinator LAX
Professional Aviation Marketing
05.2020 - 01.2023
Passenger Service Supervisor LAX
Professional Aviation Marketing
03.2019 - 04.2020
Baggage Service Agent LAX
Professional Aviation Marketing
06.2017 - 02.2019
Some College (No Degree) - Teaching English As A Second Language
La Serena University