Guadalupe Cortez
Denver,CO
Summary
Dynamic and resourceful Supervisor with a proven ability to resolve critical issues in fast-paced environments, consistently achieving results through effective team building and talent management. Highly organized and energetic, demonstrating versatility in leadership while fostering a culture of continuous improvement. A strong track record of motivating staff to collaborate effectively, driving successful achievement of organizational targets. Committed to leveraging skills and experience to enhance team performance and operational efficiency.
Overview
7
7
years of professional experience
Work History
Server
Monarch Casino Black Hawk
03.2024 - 10.2025
- Delivered exceptional customer service, ensuring guest satisfaction and repeat business.
- Assisted in training new staff on menu offerings and service protocols.
- Coordinated with kitchen staff to ensure timely food delivery and order accuracy.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations.
- Maintained cleanliness and organization in dining area, contributing to welcoming atmosphere.
- Ensured accurate cash handling and processed transactions swiftly, contributing to restaurant's financial accuracy.
Duty Manager
Aeroméxico
03.2022 - 03.2024
- Developed and implemented strategies to improve customer service.
- Maintained accurate records of staff attendance, sales figures and stock levels.
- Supervised cash handling procedures, ensuring that all transactions were processed accurately.
- Ensured adherence to health and safety regulations throughout the premises.
- Investigated customer complaints in a timely manner, resolving issues efficiently.
- Provided training sessions for new staff members on company policies and procedures.
- Responded promptly to any emergency situations that arose during shifts.
- Prepared weekly reports detailing sales figures and staff performance metrics.
- Implemented quality assurance measures in order to maintain high standards of service delivery.
- Conducted regular inspections of equipment and facilities in order to identify any maintenance needs.
- Delegated tasks appropriately amongst team members according to individual skillsets.
- Created positive work environment for employees and delivered exceptional customer service.
- Handled employee problems in absence of general manager.
Supervisor
Worldwide Flight Services
01.2020 - 03.2022
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
- Analyzed key performance indicators to identify effective strategies.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Tracked project schedules and encouraged teams to complete tasks on time while staying on budget.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Monitored operations and reviewed records and metrics to understand company performance.
- Assessed company operations for compliance with safety standards.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Responded to employee concerns or complaints by coordinating with human resources team to solve issues.
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
- Established and enforced clear goals to keep employees working collaboratively.
- Provided ongoing training to address staff needs.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
Ramp Agent
United Parcel Service
08.2018 - 03.2020
- Loaded and unloaded aircrafts with baggage, cargo, and mail safely and efficiently.
- Followed safety procedures such as using reflective gear while working on the ramp.
- Checked flight manifests to ensure accuracy of luggage loaded on planes.
- Communicated effectively with ground crew members to ensure smooth operation of flights.
- Inspected aircraft interiors prior to take-off for any hazards or debris that could cause damage during flight.
- Verified correct labeling of containers containing hazardous materials for transport on planes.
- Operated a variety of motorized vehicles such as tugs, belt loaders, forklifts, safely and efficiently around airport premises.
- Worked closely with air traffic control personnel to coordinate safe movement of planes on the taxiway.
- Utilized two-way radio communication systems to communicate between ramp agents and pilots and ground crew personnel.
- Monitored weather conditions regularly in order to adjust operations accordingly when needed.
- Operated conveyor belts, push-back tractors and aircraft tugs daily.
Education
Some College (No Degree) - Mechanical Engineering
Triton College
River Grove, ILGED - undefined
St. Augustine College
Chicago, IL05.2017
Skills
- Performance improvement strategies
- Team leadership
- KPI development and assessment
- Customer Service
- Effective goal development
- Operations Management
- Time Management
- Regulatory Compliance
- Regulatory compliance enforcement
- Work Planning and Organization
- Delegating Work
- Verbal and Written Communication
- Effective problem resolution
- Dedicated work ethic
- Hospitality service expertise
- Upselling techniques
- POS operation
- Food and beverage service
- FAA regulations
- Multilingual skills
- Airline operations
- Adaptability and flexibility
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Server
Monarch Casino Black Hawk
03.2024 - 10.2025
Duty Manager
Aeroméxico
03.2022 - 03.2024
Supervisor
Worldwide Flight Services
01.2020 - 03.2022
Ramp Agent
United Parcel Service
08.2018 - 03.2020
GED - undefined
St. Augustine College
Some College (No Degree) - Mechanical Engineering
Triton College