Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
Timeline
Generic

Ines Coca

Houston,USA

Summary

Customer-focused and bilingual (English/Spanish) professional with over a decade of experience in airline operations, customer service, and team leadership. Proven ability to lead high-performing teams, resolve escalated issues, and ensure regulatory compliance. Passionate about delivering exceptional service while fostering a positive and productive work environment. Seeking a Customer Service Supervisor role to apply my expertise in team development, operational efficiency, and customer satisfaction.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Ramp Supervisor / Operations Lead

Envoy Air
11.2014 - Current
  • Supervise terminal operations, including customer service and ramp activities, ensuring efficient workflows and adherence to airline policies
  • Lead and mentor frontline employees, fostering a culture of teamwork, inclusivity, and accountability
  • Resolve escalated customer concerns, ensuring timely and satisfactory outcomes while upholding airline policies
  • Monitor and improve performance metrics such as on-time departures, customer satisfaction scores, and operational efficiency
  • Ensure compliance with FAA, TSA, DOT, and internal regulations, maintaining a safe and secure operational environment
  • Conduct team training and performance reviews to align individual goals with organizational objectives
  • Investigate operational incidents and implement corrective actions to prevent recurrence
  • Developed strategies for improving efficiency within the ramp team while maintaining high levels of service quality.

Ticket Agent

DGS / DAL Global Services
07.2010 - 10.2015
  • Provided exceptional customer service by assisting passengers with reservations, ticketing, and inquiries regarding airline policies and procedures
  • Managed boarding, baggage handling, and ground support activities to ensure smooth flight operations
  • Addressed and resolved passenger concerns regarding travel disruptions, maintaining high levels of customer satisfaction
  • Ensured safety and efficiency in all aspects of ramp and terminal operations

Export Clerk

Necotrans
05.2014 - 12.2014
  • Coordinated international ocean export shipments, ensuring timely delivery and accuracy of all export documentation, including bills of lading, certificates of origin, and export declarations
  • Maintained communication with vendors, shippers, customers, and carriers, both domestically and internationally, throughout the shipping process
  • Prepared invoices and cost quotations for freight transportation, addressing client concerns regarding pricing and timelines
  • Provided detailed port information to importers and exporters, advising on shipping options and regulations affecting shipments
  • Arranged customs brokerage services to facilitate smooth passage of goods through customs

Import-Export Clerk

Africa 2000 Inc
02.2012 - 05.2014
  • Coordinated the movement of international shipments, ensuring compliance with customs regulations and timely delivery
  • Communicated with vendors, carriers, and customers to address shipment issues and ensure smooth operations
  • Maintained accurate documentation, including invoices, bills of lading, and customs declarations

Human Resources Assistant

World Service Company
01.2004 - 07.2010
  • Supported recruitment, onboarding, and training efforts, ensuring compliance with company policies
  • Assisted Spanish-speaking employees with HR-related concerns, including payroll and performance reviews
  • Administered employee evaluations, improving performance through targeted feedback and support

Education

High School Diploma -

Liberty High School
La Paz Bolivia
11-1989

Skills

  • Airline Customer Service & Operations
  • Team Leadership & Coaching
  • Conflict Resolution & De-Escalation
  • Regulatory Compliance (FAA, TSA, DOT)
  • Performance Metrics Monitoring & Improvement
  • Microsoft Office Suite (Excel, Word, PowerPoint, Access)
  • Passenger boarding
  • Baggage handling
  • Schedule coordination
  • Load planning assistance
  • Weather monitoring
  • Load planning support
  • Work coordination
  • Schedule management
  • Safety management
  • Task delegation
  • Personnel supervision
  • Baggage tag checks

Certification

  • Ground Security Coordinator (GSC)
  • Safety and Leadership Development Certification

Accomplishments

  • Improved on-time departure rates by optimizing operational processes.
  • Implemented a new training program that reduced errors by 25%.
  • Consistently recognized for delivering exceptional customer service and resolving escalated issues effectively.

Languages

  • Spanish, Fluent
  • Portuguese, Intermediate

Timeline

Ramp Supervisor / Operations Lead

Envoy Air
11.2014 - Current

Export Clerk

Necotrans
05.2014 - 12.2014

Import-Export Clerk

Africa 2000 Inc
02.2012 - 05.2014

Ticket Agent

DGS / DAL Global Services
07.2010 - 10.2015

Human Resources Assistant

World Service Company
01.2004 - 07.2010

High School Diploma -

Liberty High School

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Ines Coca