Overview
Summary
Skills
Certificates Licenses And Awards
Work History
Languages
Education
Timeline

Israel Gama II

Albuquerque,NM

Overview

11
11
years of professional experience

Summary

Motivated and adaptable customer service and safety specialist with experience supporting aviation operations in high-pressure, fast-paced environments. Known for a compassionate, team-oriented approach—bringing energy, urgency, and leadership to every role. Recognized for demonstrating patience, empathy, and initiative in collaborative settings. Committed to creating safe, positive, and memorable in-flight experiences by delivering exceptional service, supporting team goals, and ensuring passenger comfort and care.

Skills

  • Emergency Response & Crisis Communication
  • Customer Service & Conflict Resolution
  • Clear Verbal & Radio Communication
  • Situational Awareness & Safety Mindset
  • Team Collaboration & Peer Support
  • Adaptability in Fast-Paced Environments
  • Bilingual: English & Spanish

Certificates Licenses And Awards

  • Warrior Spirit Award (Recognized for demonstrating patience, compassion, and initiative) Issued By | Southwest Airlines
  • FEMA Certificate of Completion in: IS-100.c, 200.c, 700.b, 800.d) Issued By | Federal Emergency Management Agency
  • Certificate of Completion of the Lifesaver Training Course (Bleeding Control, CPR/AED, Opioid Intervention) Issued By | Albuquerque Fire Rescue
  • Mental Health First Aid Certificate Issued By | National Council for Behavioral Health
  • Typing Proficiency Certificate (40 Net Words per Minute) Issued By | New Mexico Workforce Connection
  • National and New Mexico Crime Information Centers Certificate Issued By | State of NM Dept. of Public Safety
  • Public Safety Telecommunicator Certificate Issued By | New Mexico Law Enforcement Academy

Work History

TELECOMMUNICATIONS OPERATOR / UPGRADE SUPERVISOR

City of Albuquerque - Aviation
07.2024 - Current
  • Coordinate emergency response for in-flight medical incidents, aircraft diversions, and airport emergencies, ensuring timely dispatch of police and fire personnel.
  • Assist passengers via airport courtesy phones, providing directions, resolving concerns, and supporting lost and found services with professionalism and empathy.
  • Communicate clearly and calmly under pressure with law enforcement, airline staff, and emergency responders to ensure safe, efficient resolution of high-stress situations.
  • Ensure accurate flight and airport status updates, lost and found management, and public inquiries, facilitating seamless airport operations and customer service.

CUSTOMER SUPPORT & SERVICE

Southwest Airlines
10.2022 - 01.2024
  • Delivered friendly, solution-focused support to customers throughout the booking process, from initial inquiries to day-of-travel assistance.
  • Handled online booking issues and responded to questions from travelers and third-party partners with empathy and accuracy.
  • Resolved travel disruptions and service concerns by actively listening, communicating clearly, and offering timely, practical solutions.
  • Provided essential travel guidance—including flight schedules, connections, and policy details—to ensure a smooth and informed customer experience.

TELECOMMUNICATIONS OPERATOR

City of Albuquerque - Albuquerque Police
04.2020 - 06.2022
  • Answered and assessed emergency and non-emergency calls with professionalism and compassion, providing critical support to distressed individuals.
  • Collected accurate, time-sensitive information and relayed it efficiently to dispatchers to coordinate emergency response.
  • Maintained a calm and reassuring presence during high-pressure situations, helping callers stay focused and safe.
  • Demonstrated strong listening skills, attention to detail, and the ability to prioritize under stress—all while maintaining confidentiality and composure.

MAINTENANCE WORKER

City of Albuquerque - Aviation
08.2017 - 04.2020
  • Operated two-way radios for communication and dispatching services as required for airport operations
  • Provided services in areas with strict clearance restrictions, including police departments, TSA screening areas, and customs
  • Ensured the safety and security of crewmembers, passengers, and aircraft in accordance with protocols
  • Communicated operational issues and changes to supervisors regularly

CUSTOMER SERVICE SUPERVISOR

Bed Bath & Beyond
09.2016 - 07.2017
  • Assisted customers in person and over the phone, addressing questions and concerns
  • Handled returns, complaints, and security monitoring
  • Conducted physical stock counts and trained new sales associates
  • Coached employees through day-to-day work and complex problems.
  • Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.

HOST/BUSSER

Heimat House Restaurant & Beer Garden
09.2014 - 02.2016
  • Managed reservations and seating arrangements for guests
  • Prepared dining areas and ensured cleanliness and safety
  • Provided excellent customer service to enhance the dining experience

Languages

English
Native or Bilingual
Spanish
Professional Working

Education

GED -

Albuquerque Public Schools, Albuquerque, New Mexico
05.2017 - 05.2017
  • Achieved excellent scores in Reasoning Through Language Arts, Social Studies, Science, and Mathematical Reasoning

Timeline

TELECOMMUNICATIONS OPERATOR / UPGRADE SUPERVISOR - City of Albuquerque - Aviation
07.2024 - Current
CUSTOMER SUPPORT & SERVICE - Southwest Airlines
10.2022 - 01.2024
TELECOMMUNICATIONS OPERATOR - City of Albuquerque - Albuquerque Police
04.2020 - 06.2022
MAINTENANCE WORKER - City of Albuquerque - Aviation
08.2017 - 04.2020
Albuquerque Public Schools - GED,
05.2017 - 05.2017
CUSTOMER SERVICE SUPERVISOR - Bed Bath & Beyond
09.2016 - 07.2017
HOST/BUSSER - Heimat House Restaurant & Beer Garden
09.2014 - 02.2016

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