Isela A. Guzman
Corpus Christi,TX
Summary
Bilingual Spanish-speaking professional with a strong background in customer service and administrative support. Engages clients to assess needs and deliver tailored solutions, ensuring positive experiences and efficient service. Dedicated to contributing to a team-oriented environment that values exceptional service and community support.
Overview
1
1
Language
1
1
Certification
21
21
years of professional experience
Work History
Part-Time Case Worker
Webb County CAA
04.2022 - 08.2026
- Assessed client eligibility for CEAP and other assistance programs, facilitating access to crucial resources.
- Engaged clients to assess individual situations, needs, and available resources for tailored support.
- Handled telephone inquiries, welcomed visitors, and coordinated appointment scheduling to enhance client experience.
Member Service Representative
University Federal Credit Union
03.2012 - 02.2018
- Processed account inquiries, fund transfers, and debit and credit card requests efficiently to meet member needs.
- Utilized effective questioning to identify member needs and provide tailored solutions.
- Ensured positive member experiences through attentive communication and personalized support.
- Delivered professional member service, enhancing member satisfaction in fast-paced, multitasking environment.
- Assisted with fraud-related cases and escalated concerns.
PBX Operator
Stephen F. Austin Inter-Continental Hotel
Austin, TX
09.2009 - 01.2011
- Operated multi-line telephone system to answer incoming calls and direct callers to specific destinations based on their needs.
- Maintained accurate logs of calls and messages for reference.
- Assisted guests with inquiries, providing information on hotel services.
Ticket Service Agent
Frontier Airlines
08.2007 - 05.2009
- Assisted passengers with check-in and flight boarding procedures.
- Executed pre-flight and post-flight documentation to facilitate smooth operational transitions.
- Coordinated loading and unloading of checked baggage to ensure timely departures.
- Supported aircraft loading procedures to maintain weight and balance compliance.
- Followed aircraft security and safety procedures.
Passenger Service Agent
Aloha Airlines
Santa Ana, California
03.2005 - 08.2007
- Checked in passengers, assigned seats, and issued boarding passes.
- Assisted passengers with check-in and boarding processes.
- Managed baggage handling and ensured timely delivery to correct destinations.
- Provided exceptional customer service in person and over the phone.
- Ensured compliance with safety regulations during passenger interactions.
- Demonstrated strong problem solving skills when dealing with difficult situations involving customers or personnel.
- Worked with personnel in gate area by verifying passenger documents before boarding aircraft.
Education
Graduate Certificate - Travel & Tourism
International Aviation Academy
Houston, TX09-1994
High School Diploma -
Foy H. Moody High School
Corpus Christi, TX05-1991
Skills
- Client relations
- Client engagement
- Appointment scheduling
- Account assistance
- Fraud Prevention
- Bilingual Spanish
- Verbal and written communication
- Effective communication
- Verbal and written communication
- Time management
- Team collaboration
- Client Interaction
- Problem solving
Languages
Spanish
Professional
Certification
- Travel & Tourism Certificate
Timeline
Part-Time Case Worker
Webb County CAA
04.2022 - 08.2026
Member Service Representative
University Federal Credit Union
03.2012 - 02.2018
PBX Operator
Stephen F. Austin Inter-Continental Hotel
09.2009 - 01.2011
Ticket Service Agent
Frontier Airlines
08.2007 - 05.2009
Passenger Service Agent
Aloha Airlines
03.2005 - 08.2007
Graduate Certificate - Travel & Tourism
International Aviation Academy
High School Diploma -
Foy H. Moody High School