GRISELE FIGUEROA
Kissimmee
Summary
Detail-oriented administrative professional with over 10 years of experience enhancing operational efficiency through effective schedule coordination, record management, and customer support. Proven ability to organize workflows, maintain accurate documentation, and facilitate cross-department collaboration. Bilingual in English and Spanish, proficient in Microsoft Office and administrative systems.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Customer Crew Support
JetBlue Airways Corporation
07.2020 - Current
- Managed high-priority customer cases, emergency travel situations, and complex issues within the Escalation Support Team.
- Led frontline team members by taking over escalated interactions, guiding resolution efforts, and addressing issues beyond standard customer support.
- Prioritize and manage a high volume of calls, chats, and time-sensitive requests while maintaining accuracy and professionalism in a fast-paced remote environment.
- Coordinate flight reservations, itinerary changes, schedule adjustments, and travel accommodations while maintaining accurate customer records and documentation.
- Coordinated with multiple internal departments to develop travel solutions, resolve operational issues, and ensure timely service delivery for customers.
- Process customer payments, update reservation records, and ensure all documentation is complete, accurate, and compliant with company procedures.
- Maintain confidential customer information and accurately document reservation updates, service requests, and case resolutions.
- Consistently achieve strong performance metrics, including an 80% First Call Resolution rate and an 81% Customer Satisfaction (CSAT) score through effective communication and problem resolution.
- Performed tasks remotely
Administrative Assistant
JF Carriers, Inc.
St. Cloud
09.2016 - 08.2026
- Coordinated daily communication between drivers, warehouse personnel, and customers to ensure prompt and efficient deliveries.
- Coordinated scheduling of transportation activities and resolved routing, scheduling, and delivery issues to ensure timely service.
- Maintained accurate transportation records, including permits, insurance documentation, maintenance records, and driver files.
- Monitored vehicle maintenance schedules and fuel usage to improve operational efficiency and reduce costs.
- Managed driver payroll processing and maintained detailed expense records for accurate financial tracking.
- Responded to customer inquiries and resolved transportation-related concerns professionally and promptly.
- Compiled transportation reports and operational statistics to support management decision-making.
- Assisted with annual budgeting and financial projections for company operations.
Customer Service Associate
Walgreens
St. Cloud
04.2014 - 09.2016
- Delivered exceptional customer service in a fast-paced retail environment.
- Supported pharmacy team with prescription pickup, customer communication, data entry, and inventory management to ensure compliance with company policies.
- Operated POS systems to accurately process payments, returns, and refunds while effectively managing cash transactions.
- Oversaw Photo Center services to ensure timely fulfillment of digital print orders and effective customer assistance, including digital print orders and customer requests.
- Maintain organized inventory by stocking shelves, rotating products, and ensuring a clean and safe shopping environment.
Education
Some College (No Degree) -
University of Phoenix
Tempe, AZSkills
- Customer relations
- Client support
- Dispatch Coordination
- Work order management
- Scheduling & Calendar Management
- Transportation Documentation
- Administrative Support
- Data Entry & Documentation
- Data Processing
- Financial Management
- Financial reporting
- Regulatory Adherence
- Microsoft Office Suite
- Sabre Reservation System
- Digital Communication
- Time Management
- Multitasking
- Problem Resolution
- Strong Written & Verbal Communication
- Bilingual proficiency
- Data management
- Organizational skills
- Attention to detail
- Relationship management
- Confidentiality management
- Relationship management
Certification
- State of Florida – Public Notary
- Authorized to perform traditional and electronic notarizations
- License Expires: September 2029
Timeline
Customer Crew Support
JetBlue Airways Corporation
07.2020 - Current
Administrative Assistant
JF Carriers, Inc.
09.2016 - 08.2026
Customer Service Associate
Walgreens
04.2014 - 09.2016
Some College (No Degree) -
University of Phoenix