Gabriella Portilla
Miami,Florida
Overview
13
13
years of professional experience
Work History
CBP Officer Training
Customs and Border Protection
Brunswick, GA
06.2024 - 10.2024
- Verify accuracy of documentation provided by travelers including visas, passports and other identification documents.
- Identify fraudulent documents presented by travelers during inspections.
- Interview travelers at ports of entry to assess compliance with applicable laws.
- Report violations of customs regulations and immigration laws.
- Participate in special operations aimed at detecting contraband smuggling activities along US borders.
Customer Service Supervisor
American Airlines
Miami, FL
12.2022 - 05.2024
- Provided verbal and/or written input to management regarding the overall or individual employee performance of the workforce within the work area.
- Resolved customer complaints, delegating and sharing responsibility for the overall performance of the department.
- Generated reports on key metrics, such as on-time departures.
- Supervised and motivated customer service teams to maximize business performance.
Customer Service Agent
American Airlines
Miami, FL
09.2017 - 12.2022
- Collaborated with other departments such as logistics and sales to resolve customer issues.
- Updated customer records in the CRM system accurately with each interaction.
- Verified passenger documentation, ensuring compliance with applicable laws and regulations.
- Communicated effectively with other departments to ensure the best customer experience possible.
Passenger Service Agent
Envoy Airlines
Miami, FL
10.2015 - 09.2017
- Verified identification of passengers for security purposes.
- Processed ticket refunds for cancelled or delayed flights.
- Monitored passenger traffic flow at the gate area to ensure efficient boarding of aircrafts.
- Coordinated ground transportation services for arriving and departing passengers.
Control Agent
LATAM Airlines
Miami, FL
11.2012 - 09.2017
- Administrative support duties, including checking in customers using airline computer software, database software, or other specialized programs.
- Worked closely with gate agents to ensure a smooth transition between check-in and boarding processes for customers. Evaluated planned flight operations and allocated staff daily for planning.
- Evaluated planned flight operations, daily planning staff allocation.
Passenger Service Agent
Swissport USA
Miami, FL
07.2011 - 11.2012
- Ensured proper documentation for traveling passengers: passports, visas, permits, and return tickets.
- Set up gateway for arriving airplanes and ensure security measures for proper passenger departure and arrival.
- Monitored passenger boarding process, ensuring all passengers had valid documentation before boarding aircraft.
Education
Masters - Criminal Justice
Florida National University
Miami, FLBachelor of Science - Psychology
Carlos Albizu University
Miami, FLAssociate of Arts - Hospitality Management
Miami Dade College
Miami, FLSkills
- Data Processing and Retrieval
- Policy Adherence, and Compliance
- Knowledge of legal procedures
- Computerized Information Systems
- Quality and accuracy assurance
- Supervisory skills
Timeline
CBP Officer Training
Customs and Border Protection
06.2024 - 10.2024
Customer Service Supervisor
American Airlines
12.2022 - 05.2024
Customer Service Agent
American Airlines
09.2017 - 12.2022
Passenger Service Agent
Envoy Airlines
10.2015 - 09.2017
Control Agent
LATAM Airlines
11.2012 - 09.2017
Passenger Service Agent
Swissport USA
07.2011 - 11.2012
Masters - Criminal Justice
Florida National University
Bachelor of Science - Psychology
Carlos Albizu University
Associate of Arts - Hospitality Management
Miami Dade College
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