Joeliza Guzman
Brooklyn,NY
Summary
Proven to excel in high-pressure environments, I leveraged my problem-solving and teamwork skills at Delta to enhance customer satisfaction and ensure efficient operations. Skilled in airline software and known for a friendly demeanor, I adeptly managed customer service, improving process efficiency and compliance with DOT regulations.
Overview
5
5
years of professional experience
Work History
Red Coast PSA
Delta
01.2023 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments with the team of agents assigned daily.
- Opening flights early to ensure on-time departures
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Enforcing the DOT (Department of Transportation) requirements and auditing fellow peers to make sure they are following all DOT requirements and updated on new policies and procedures
- CRO (Complaint Resolution Official), make sure passengers with disabilities are accommodated accordingly to fit their needs and have a positive experience while traveling
RTSM
Delta
01.2021 - 12.2022
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all flights within the times assigned.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing all incoming and out going flights.
Customer Service Gates & Ticketing
Delta
04.2019 - 12.2020
- Managed a high volume of customers while maintaining a professional demeanor under pressure.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Enhanced customer experiences by providing timely and accurate information on products and services.
- Served as a liaison between customers and other departments within the organization, ensuring seamless coordination in addressing client needs.
- Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.
Education
High School Diploma -
Fort Hamilton High School
Brooklyn, NY06.2008
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Multitasking Abilities
- Problem Resolution
- Operations Management
- Airline software familiarity
- Flight booking proficiency
- Boarding gate procedures
- Emergency Procedures
- Travel documentation verification
Languages
Spanish
Native or Bilingual
Timeline
Red Coast PSA
Delta
01.2023 - Current
RTSM
Delta
01.2021 - 12.2022
Customer Service Gates & Ticketing
Delta
04.2019 - 12.2020
High School Diploma -
Fort Hamilton High School