Jordan Morgado
Hialeah
Summary
Bilingual professional with experience in customer service, operations, and leadership. I've worked at Envoy Air as a Customer Service and Gate Agent, assisting passengers, handling high-pressure situations, and ensuring a safe, clear, and human-centered experience. I also served as a General Manager at Cricket Wireless, leading teams, resolving conflicts, and delivering exceptional customer service. I'm known for staying calm under pressure, communicating clearly, adapting quickly, and creating positive experiences for others. I bring a strong focus on safety, service, and teamwork, along with a commitment to continuous learning and representing the airline with professionalism and empathy.
Overview
12
12
years of professional experience
1
1
Certification
Work History
General Manager
Cricket Wireless
Hialeah
03.2014 - Current
- Led operations in telecommunications with a focus on team development and sales performance
- Implemented strategic initiatives to improve customer service and operational efficiency
- Created productive environments to drive results
- Applied branding strategies to local visual campaigns
- Developed teams to enhance sales performance and customer service
- Implemented operational organization strategies to improve efficiency and drive results
Gate Service Agent
Envoy Air
Miami
02.2023 - 10.2024
- Assisted passengers with check-in and boarding processes efficiently.
- Coordinated baggage handling and ensured timely delivery to aircraft.
- Communicated flight updates to passengers and addressed inquiries promptly.
- Monitored gate area for safety and compliance with airline policies.
- Collaborated with team members to maintain a smooth boarding experience.
- Managed passenger seating arrangements during boarding and gate changes.
- Provided exceptional customer service in high-pressure situations daily.
- Operated gate equipment and systems to support boarding operations effectively.
- Resolved customer complaints in a professional manner while maintaining composure under pressure.
Education
High School Diploma -
IPVC José Martí
cubaLicenciatura En Diseño Gráfico -
Instituto Superior De Diseño (ISDI)
CubaEnglish -
MDC
Miami, FLSkills
- Customer service and retention
- Communication skills
- Time and schedule management
- Bilingual proficiency
- Leadership and team development
- Computer literacy
- Document review
- Microsoft Word and Excel
- Branding strategy
- Customer relationship management
- Vendor negotiations
- Recruitment and staff supervision
- Sales expertise
- Gate operations and flight coordination
- Disability assistance
- Emergency procedures
- Travel documentation verification
- Gate announcements
- Cross-cultural awareness
- Customer service
- Gate operations
- Flight coordination
- Problem solving
- Stress management
- Flight scheduling
- Airport safety regulations
Certification
EAG Regional CSA Training
Awards
- Circle of Excellence, Cricket Wireless, 2023
- Progressive Leasing (Best deal year-to-date), 2022
Languages
- English
- Spanish
Timeline
Gate Service Agent
Envoy Air
02.2023 - 10.2024
General Manager
Cricket Wireless
03.2014 - Current
High School Diploma -
IPVC José Martí
Licenciatura En Diseño Gráfico -
Instituto Superior De Diseño (ISDI)
English -
MDC