Johanna Quintero Yanes

I working for the 4 terminals that operate at the Dallas Love field airport. My main functions include being a multi-tasker, problem-solver, quick-thinker and good communicator.

• At the terminal 2 all the planes arrive for maintenance, so my role there is mainly administrative due I must invoice and check that all the services provided for the planes and service companies such as Bombardier, NetJets, Aerostar, Gama Aviation, JetEast, processing requests for fueling and defueling, oil services, etc.
• At the terminal 1- 4 the operation is based on 2 main tenants such as NetJets and FlexJet, so essentially my main function as customer services and flight coordinator is to cover all the needs required by both pilots and passengers, bill services, maintain effective communication with both the ramp staff as well as with the pilots through the different communication platforms Radio aircom, phone, emails, etc. Also I am in charge of assisting the crew or passengers with hotel reservations, rental cars, catering orders or special requests for the arrivals or departures.
• At the terminal 3 I essentially work as customer services coordinating the logistics for the arrival and departure of Commercial Charter flights for soccer, baseball, hockey teams, government flights or any flight arriving on airbus 737, 757, 767.
• Monitored flight schedules and arrival and departure times to ensure punctuality.
• Updated internal databases regarding flight status changes or passenger complaints.
• Provided customer service to passengers; answered questions and addressed concerns.

• Execute fuel paperwork and process fuel sales.
• Assistance to clients and crews that require accommodation services, catering, rental.
• Fielded customer complaints and queries, fast-tracking for problem resolution.
• Developed strong customer relationships to encourage repeat business.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Answered incoming calls and emails, providing frontline customer support or assistance with any request.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

• Reviewed and followed pick sheets to prepare, pack and scan orders.
• Compared shipment contents with paperwork to support inventory accuracy and records management.
• Obtained required documentation to process shipments and support movement.
• Maintained work areas and kept organized.
• Operated forklifts, hand trucks, or other equipment to load, unload, transport and store goods.
• Checked items to be shipped against work orders to confirm correct quantities, destination and routing.
• Prepared documentation to track and report on damaged or missing items.
• Identified order discrepancies and damaged items and notified supervisor.
• Logged inbound and outbound discrepancies for wrong products, incorrect quantities and damages.
• Operated inventory management software and completed tasks using ERP applications.

• Broke down heavy pallet loads of cases, boxes and bags.
• Prepared secure and well-organized shipping boxes, pallets and crates.
• Tracked merchandise movements using RF scanners.
• Assessed stock quality and accuracy against paperwork.
• Reviewed and followed pick sheets to prepare, pack and scan orders.
• Adhered to company and operational procedures when using heavy equipment, forklifts, pallet runners, pallet jacks and palletizers.
• Received, shipped, loaded and unloaded goods from the warehouse to the aircraft.
• Wing walk for landing and takeoff of cargo planes.
• Use of different machinery for unloading and loading the aircraft such as: K-loader, cargo tractor, belt loader, etc.
• Handle, move, stack, stamp, weigh, measure, label, etc.
  

• Answered incoming calls and emails, providing frontline customer support or assistance with charter arrangements or inquiries, accommodation services, catering request, rental vehicles, through the TAS/FlightBridge and Salesforce platforms.
• Organize and file documents and reports, Inventory and place orders with vendors.
• Assessed checklist on daily basis and planned shift accordingly (maintained well-stocked and presentable complementary food and beverage station, bathrooms, lobby and front desk).
• Coded invoices and other records to maintain organized and accurate records.
• Handled inventory and night audit paperwork, checked discrepancies by reconciling all transactions of the services provided.
• Ran end-of-day computer functions and closed out reports, fuel paperwork and process fuel sales for Amazon, FedEx, TCC, Hillwood Airlines, Omni Air, Gulftream, private and government air contractors, Military, corporate and recreational aircraft arriving and serviced at our airport submitting details to our account department for review.

• Supervision and coordination of ground handling vip assistance, concierge services to pilots and customers including making reservations, catering and ground transportation.
• Stress management, work under pressure.
• Supervised airfield operations, including arrivals, departures and fueling, identifying and addressing concerns promptly to maintain targets.
• Created and maintained flight and events logs, aircrew flying records and records of incoming and outgoing flights.
• Responded to emergent situations regarding flight operations or medical issues to quickly identify concerns, provide support and transport personnel and passengers away from critical scenes.
• Coordinated changes to flight itineraries with appropriate air traffic control agencies.
• Monitored aircraft with radar, computer equipment or visual references.
• Communicated with flight operations teams to coordinate cargo management and smooth flow of goods between hubs.
• Inspected airfield conditions to verify compliance with federal regulatory requirements.
• Adjusted flight itineraries and communicated changes for optimal safety and flow of aircraft.
• Organized post-flight activities such as refueling aircrafts, cleaning cabins and unloading luggage.
• Mitigated regulatory risks by obtaining documents, clearances, certificates and approvals from local, state and federal agencies.
• Coordinated with air traffic control, civil engineers, and command posts to support airfield management activities.
• Maintained accurate records of aircraft movements, including arrivals, departures, ground time and delays.
• Communicated with air traffic control centers to obtain clearance for takeoffs and landings.

• Customer service representative, ticketing, check-in for Spirit Airlines, Air Canada, and KLM Airlines. Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Identified suspicious activity to determine appropriate response.
• Searched bags manually to identify prohibited items and contraband.
• Operated x-ray and body scanning equipment to prevent prohibited items from being carried onto premises.
• Safety procedures and inspection of the aircraft applying techniques to prevent any illegal act of interference against civil aviation and the security procedures established by the TSA.Anti-narcotics process verification in conjunction with the airport authorities.