Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
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Gissel Mondragon

Tampa,FL

Summary

To leverage my extensive leadership and customer service expertise to contribute to Delta Air Lines' mission of creating safe, memorable travel experiences. I aim to bring a customer-first mindset, flexibility, and strong problem-solving skills to the role of Flight Attendant, while growing professionally within a global leader in aviation.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Lead Passenger Service Agent

Quantem Aviation / AeroMexico
06.2024 - Current
  • Supervise a team of 15+ passenger service agents, ensuring smooth operations and adherence to safety protocols
  • Trained over 20 new agents in customer service, airline policies, and emergency procedures, reducing onboarding time by 30%
  • Resolved escalated customer issues, improving overall customer satisfaction by 15%
  • Successfully managed daily operations at check-in counters, boarding gates, and baggage claim areas, serving 300+ passengers per shift

Shift Leader / Server

Cracker Barrel Old Country Store
12.2016 - 01.2024
  • Led a team of 10-12 servers, enhancing workflow efficiency by 20% through training and process improvements
  • Recognized for maintaining a 95% customer satisfaction rating during high-traffic periods, consistently adapting to operational needs
  • Trained and mentored over 30 new employees, ensuring smooth integration into the team and improvement in service standards
  • Improved team performance and customer service by implementing a streamlined shift management process, reducing delays by 10%

Server

Bubba Gump Shrimp Co.
05.2022 - 12.2022
  • Consistently exceeded sales goals by 15% through effective suggestive selling and promotion of menu specials
  • Collaborated with a team of 8 to ensure efficient service for over 150 customers per shift, improving table turnover rates
  • Received recognition for delivering top-tier customer service, with a 90% positive feedback rate from customers

Server

Wings ETC
01.2019 - 12.2020
  • Increased average customer spend by 10% through strategic upselling and menu recommendations
  • Successfully maintained a clean, welcoming environment, resulting in a 20% improvement in customer return rates
  • Provided exceptional service to over 100 guests daily in a fast-paced environment, consistently receiving positive reviews

Education

High School Diploma -

Horizon Christian Academy
Fort Wayne, IN
05-2018

Skills

  • Safety-Conscious Operations
  • Customer Service Excellence
  • Team Leadership & Training
  • Problem Solving
  • Adaptability
  • Bilingual Skills

Accomplishments

  • Reduced onboarding time for new agents by 30% through effective training.
  • Consistently maintained 90%+ positive customer feedback in all roles.
  • Increased team efficiency by 20% as a shift leader by implementing new workflows.

Certification

  • SerSafe Certified

Languages

Spanish
Native/ Bilingual

Timeline

Lead Passenger Service Agent

Quantem Aviation / AeroMexico
06.2024 - Current

Server

Bubba Gump Shrimp Co.
05.2022 - 12.2022

Server

Wings ETC
01.2019 - 12.2020

Shift Leader / Server

Cracker Barrel Old Country Store
12.2016 - 01.2024

High School Diploma -

Horizon Christian Academy

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Gissel Mondragon