Johnny C. Yperti
Woodhaven,USA
Summary
Over 20 years of experience in customer service with proven track record of delivering exceptional results. Strong planning and organizational skills, capable of managing multiple priorities effectively. Self-motivated, flexible and eager to learn and adapt to new challenges. Experience in leading, training, and motivating staff to achieve team goals. Excellent verbal and written communication skills. Committed to establishing efficient processes and fostering a positive work environment.
Overview
21
21
years of professional experience
Work History
Focal - Duty Acting As
Professional Aviation Marketing (LATAM Group Airlines)
Jamaica, NY
03.2023 - Current
- Lead and mentor a team of customer service agents, providing guidance, training, and motivation to achieve goals.
- Set, monitor and achieve team performance goals, focusing on on-time service, customer satisfaction and operational efficiency.
- Manage daily workflows, monitor boarding and baggage processes and resolve escalated passenger issues promptly.
- Demonstrate strong knowledge of airport and Port Authority procedures, ensuring compliance with airline and regulatory policies.
- Quickly identify and address safety concerns while maintaining efficient passenger flow.
- Train staff on airlines policies, safety regulations and customer service protocols.
- Foster a positive team dynamic and build a strong working relationship with colleagues, duty managers and passengers.
Passenger Service Agent
Professional Aviation Marketing (LATAM Group Airlines)
Jamaica, NY
11.2016 - Current
- Streamlined passenger check-in and boarding processes to ensure on-time departures and seamless travel experience.
- Expertly resolved complex travel issues, including re-accommodating passengers during cancellations, delays and missed connections in a focus on empathy and efficiency.
- Managed accountable documents (MCOs, TKTs) and flight manifest with 100% accuracy.
- Utilized trilingual communication skills to assist a diverse international passenger base, consistently achieving high customer satisfaction ratings.
Sales Associate
SUPERDEPORTES S.A.
Guayaquil, Ecuador
08.2005 - 07.2016
- Exceeded sales targets and performance KPIs by proactively identifying customer needs and providing expert product knowledge.
- Resolved high-pressure customer complaints and employee conflicts, ensuring a positive store environment and brand loyalty.
- Optimized daily operations by managing time effectively and maintaining a high level of productivity in a fast-paced retail setting.
Education
Associate - International Hospitality and Tourism Management
Universidad Tecnica De Loja
Guayaquil, Ecuador01-2013
High School Diploma - undefined
Cesar Borja Lavayen
Guayaquil, Ecuador01-2004
Skills
- Customer Service Excellence
- MS Office Proficiency
- Verbal and Written Communication
- Dedicated Team Player
- Project Management
- Technical and Operational Tools Knowledge
- Strong Knowledge of Sabre and Amadeus Reservation System
- Problem Solving and Conflict Resolution
- Planning and Organizational Skills
Languages
English
Full Professional
Spanish
Native or Bilingual
Portuguese
Full Professional
Timeline
Focal - Duty Acting As
Professional Aviation Marketing (LATAM Group Airlines)
03.2023 - Current
Passenger Service Agent
Professional Aviation Marketing (LATAM Group Airlines)
11.2016 - Current
Sales Associate
SUPERDEPORTES S.A.
08.2005 - 07.2016
High School Diploma - undefined
Cesar Borja Lavayen
Associate - International Hospitality and Tourism Management
Universidad Tecnica De Loja