Glorimar Rivera
Arlington Heights,Illinois
Summary
With a robust background spanning roles in aviation operations, customer service, and emergency medical services, I bring a diverse skill set to my current pursuit of a Bachelor's of Science in Aviation Management at Liberty University. My experience includes significant contributions in flight attendant roles with American Airlines, prioritizing passenger safety and compliance while demonstrating strong communication skills and attention to detail. Previously, I held positions at United Airlines and Air Canada, where I excelled in crew scheduling, operational oversight, and regulatory compliance, ensuring seamless operations and adherence to FAA regulations and company policies. My tenure at American Airlines, Maximus and Spectrum further honed my customer service and administrative abilities, emphasizing teamwork, problem-solving, and adherence to organizational goals. This multifaceted background equips me with a comprehensive understanding of aviation management principles, operational efficiency, and customer-centric service delivery, positioning me well for future leadership roles in the aviation industry.
Overview
15
15
years of professional experience
Work History
Inight Crew Scheduler
United Airlines
12.2023 - Current
- Provide direction and support to inflight crew members, fostering a positive and collaborative work environment. Act as a point of contact for crew inquiries and issues.
- Develop and maintain efficient crew schedules, ensuring compliance with regulatory requirements and company policies while optimizing operational effectiveness.
- Handle escalated calls from crew members regarding scheduling conflicts, last-minute changes, and operational challenges. Use strong problem-solving skills to resolve issues promptly and effectively.
- Quickly assess and respond to scheduling emergencies or disruptions, implementing contingency plans as necessary to minimize impact on flight operations.
- Mentor junior scheduling staff and provide training on scheduling software, policies, and procedures to ensure a high level of proficiency within the team.
- Coordinate with various departments including Crew Planning, Operations Control, and Union Representatives to ensure effective communication and collaboration regarding crew scheduling.
- Ensure all scheduling activities comply with FAA regulations, company policies, and union agreements.
- Implement contingency plans and make real-time adjustments to crew schedules during irregular operations or emergencies.
- Generate reports and analyze data related to crew scheduling metrics, including crew utilization, productivity, and compliance with scheduling policies.
- Address and resolve scheduling conflicts or issues promptly and professionally, balancing operational needs with crew preferences and contractual obligations.
- Identify opportunities to optimize crew scheduling processes and systems to enhance efficiency and cost-effectiveness.
- Stay up to date with FAA regulations, union contracts, and crew scheduling software/systems.
- Communicate effectively and collaborate across departments to resolve conflicts.
Sr Eligibility Specialist
Maximus
10.2022 - 01.2024
- Review and analyze applications for eligibility across multiple programs, ensuring adherence to federal and state regulations.
- Conduct interviews and gather documentation to assess applicant eligibility and program compliance.
- Provide training and guidance to junior staff on eligibility criteria and processes.
- Collaborate with internal teams and external partners to resolve complex eligibility issues.
- Monitor and evaluate program performance, identifying opportunities for process improvements.
- Prepare detailed reports and documentation to support eligibility determinations and audits.
- Stay updated on changes in laws, regulations, and policies impacting eligibility criteria.
- Serve as a subject matter expert on eligibility processes, providing insights and recommendations to management.
- Assist in developing and implementing training materials and programs for new staff.
Inbound Sales Representative
Spectrum
01.2019 - 07.2022
- Respond to incoming sales inquiries via phone, chat, or email, ensuring a high level of customer satisfaction.
- Educate customers about Spectrum's products and services, tailoring recommendations based on individual needs and preferences.
- Achieve and exceed sales targets and performance metrics by effectively promoting Spectrum’s offerings.
- Build rapport with customers to foster long-term relationships and encourage customer loyalty.
- Maintain accurate records of customer interactions and sales activities in the CRM system.
- Collaborate with team members and management to share best practices and improve overall sales strategies.
- Stay updated on product knowledge, promotions, and industry trends to provide informed recommendations.
- Handle customer objections and inquiries with professionalism and empathy, ensuring a positive customer experience.
Flight Operations
Air Canada
04.2014 - 04.2018
- Promptly submit required reports following any aircraft damage or incidents affecting operations, ensuring accurate documentation and compliance with company protocols.
- Complete administrative duties promptly and accurately.
- Foster positive relationships with team members and other workgroups, promoting a culture of teamwork and exceptional service delivery.
- Ensure daily compliance with company goals, policies, and procedures, collaborating closely with customer service, Crew Scheduling and Operational Managers to optimize operational success.
- Participate in planeside briefings and engage directly with staff to ensure they have the necessary tools and resources for effective job performance.
- Provide training and corrective action to team members as needed, ensuring compliance with Air Canada safety, security, and TSA regulatory procedures.
- Monitor employee performance and alertness, rotating staff through various functions to maintain effective standards.
- Provide leadership and guidance to a team of employees.
- Oversee daily operations to ensure smooth workflow and adherence to schedules.
- Monitor quality standards and implement improvements as necessary.
- Evaluate employee performance and provide constructive feedback.
- Address operational issues with Operational managers and inflight crew Scheduling to resolve conflicts.
- Maintain open lines of communication with team members and management.
- Prepare regular reports on team performance and operational metrics.
- Identify opportunities for process improvements and implement best practices.
Flight Attendant
American Airlines
10.2010 - 04.2014
- Deliver outstanding customer service to passengers, addressing their needs and inquiries with professionalism and empathy.
- Conduct pre-flight safety checks and briefings, ensuring compliance with safety regulations and procedures.
- Assist passengers with boarding, serving meals and beverages, and ensuring a comfortable in-flight experience.
- Collaborate effectively with fellow crew members and inflight crew scheduling to manage any changes or adjustments in flight operations.
- Address and resolve any passenger concerns or complaints promptly, maintaining a positive atmosphere onboard.
- Monitor cabin conditions and passenger needs throughout the flight, providing support as necessary.
- Ensure adherence to all company policies, safety protocols, and FAA regulations.
- Participate in ongoing training and development programs to enhance customer service skills and operational efficiency.
- Prioritize passenger safety and well-being as the primary responsibility during all stages of flight, including boarding, in-flight, and disembarkation.
- Conduct pre-flight safety briefings and demonstrations, ensuring that passengers are aware of emergency exists, safety equipment, and procedures.
- Maintain a high level of proficiency in operating all safety equipment, such as life vests, oxygen masks, and fire extinguishers, and be ready to use them in case of emergencies.
- Ensured aircraft and passenger compliance with policies, procedures, regulations and safety guidance.
- Facilitated communication between flight deck and cabin crew prior to and during flights.
- greeted passengers, assisted with carry-on baggage stowage, and delivered onboard announcements.
- Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
- Demostrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night,weekend, and holiday shifts.
Customer Service Agent
American Airlines
10.2009 - 10.2010
- Provide exceptional customer service to airline passengers, addressing their inquiries, concerns, and requests in a professional and courteous manner.
- Maintain a positive and proactive attitude, contributing to a friendly and supportive team environment within the airline's customer service department.
- Collaborate with other departments within the airline, such as reservations, operations, and baggage handling, to ensure a seamless passenger experience.
- Handle and resolve customer complaints, including issues related to flight delays, cancellations, baggage, and onboard services.
- Process ticket sales, upgrades, and other transactions efficiently and accurately, adhering to airline and industry regulations.
- Continuosly develop customer service skills and knowledge through training and workshops to enhance the passenger experience and promote customer loyalty.
- Offer specialized assistance to passengers with special needs, includingunaccompanied minors, elderly travelers, and passengers with dissabilities.
Education
Bachelors of Science in Aviation Management -
Liberty University
Lynchburg, VA05.2027
EMT-Paramedic -
Centro De Estudios Multidisciplinarios
San Juan, PR05.2009
Skills
- Collective Bargaining
- Customer Service
- Conflict Resolution
- Dedication
- Public Speaking
- Innovative
- Dependable
- Mentoring
- Team building
- Planning
- Bilingual- Spanish
- Microsoft Office
- UCrew
- COSMOS
- VOLARE
References
- Mayra Salazar (Asst Mgr- Inflight Crew Scheduling)
- Jautanza Henley (Asst Mgr- Inflight Crew Scheduling)
- Leetonya Hall (Asst Mgr- Inflight Crew Scheduling)
- Bessie Stewart (Asst Mgr-Inflight Crew Scheduling)
- Eileen McDonnell (Sr Crew Scheduler/Floor Leader)
- Islam Azab (Sr Crew Scheduler /Floor Leader)
Timeline
Inight Crew Scheduler
United Airlines
12.2023 - Current
Sr Eligibility Specialist
Maximus
10.2022 - 01.2024
Inbound Sales Representative
Spectrum
01.2019 - 07.2022
Flight Operations
Air Canada
04.2014 - 04.2018
Flight Attendant
American Airlines
10.2010 - 04.2014
Customer Service Agent
American Airlines
10.2009 - 10.2010
Bachelors of Science in Aviation Management -
Liberty University
EMT-Paramedic -
Centro De Estudios Multidisciplinarios
Similar Profiles
Sheronette Chambers-BryanSheronette Chambers-Bryan
Airport Customer Service Agent at United AirlinesAirport Customer Service Agent at United Airlines
Brenda L. PowerBrenda L. Power
Customer Service Agent/ Cargo & Ramp Agent at United Airlines/ Continental AirlinesCustomer Service Agent/ Cargo & Ramp Agent at United Airlines/ Continental Airlines
Mahesh BhaleMahesh Bhale
International Sales Agent- Airport Operation at United AirlinesInternational Sales Agent- Airport Operation at United Airlines