Isiah Aguilera
Tacoma,WA
Summary
Multifaceted Lead Customer Service Agent with proven customer service expertise, strong attention to detail and superior work ethic. Proficient in supporting customer service teams by addressing escalated issues and assisting with troubleshooting. Talented trainer and mentor with performance-oriented mindset.
Overview
8
8
years of professional experience
Work History
Lead Customer Service Agent
Alaska Airlines
05.2017 - Current
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Responded to customer inquiries to answer questions about services and flight information.
- Engaged with passengers in person and over phone to answer questions and address complaints.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Resolved concerns with passengers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of situations and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of FAA standards and airline policies.
- Planned schedules and workflows based on expected customer and staffing demands.
Centralized Load Control
Swissport
10.2015 - 04.2017
- Prepared pre-trip weight and balance documentation for Emirates flights.
- Collaborated with passenger service staff such as catering, ticket counters, cargo handlers and other departments.
- Communicated effectively with cockpit personnel and ramp agents to finalize fuel orders and maintain fueling accuracy.
- Served as central communications hub for dispatch, ground handlers and baggage control room.
- Acquired and verified final passenger breakdowns for loading considerations.
- Adhered to loading procedures relating to Notoc cargo and potentially dangerous goods.
Education
No Degree - CyberSecurity
Eastern Gateway Community College
Steubenville, OH06.2023
Skills
- Escalation Management
- Making Announcements
- Service Quality
- Electronic Systems
- Phone Answering
- Aviation Security
Timeline
Lead Customer Service Agent
Alaska Airlines
05.2017 - Current
Centralized Load Control
Swissport
10.2015 - 04.2017
No Degree - CyberSecurity
Eastern Gateway Community College
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