Jorge Melendrez
Phoenix,AZ
Summary
High-energy Trainer familiar with establishing clear training plans and putting together useful support materials to promote advancements in student learning. Well-versed in operating under tight schedules and with little supervision. Contributes many years of experience in training, teaching, and mentoring professionals.
Overview
11
11
years of professional experience
Work History
Ground Handling Trainer
Swissport USA
Phoenix, AZ
05.2024 - Current
- Deliver detailed training in various formats such as instructor and virtual instructor led training, e-learning, self-directed training and on-the-job training.
- Deliver and oversee detailed practical Ground Handling Classroom & OJT including final assessment and sign off as required.
- Actively monitor and promote best practices across the station.
- Continuously assess training at the station to ensure that staff are competent and confident to carry out their specific duties.
- Maintain compliance levels across station.
- Maintain regular and effective communication and strong working relationships with subject matter experts (SMEs) to ensure training relevance.
- Provided feedback on employee performance based on observed results during training sessions.
Uber Partner
Uber
Tucson, AZ
10.2017 - 07.2024
- Maintained cleanliness of interior and exterior of vehicle.
- Assisted passengers with loading luggage into the trunk of the car when needed.
- Utilized GPS navigation systems to ensure timely arrival at destinations.
- Kept track of mileage driven for tax purposes using designated tracking software.
- Greeted passengers and provided a safe and comfortable ride to their destination.
- Ensured proper operation of vehicle by inspecting tires, brakes, lights, oil levels, and other safety features prior to trips.
- Provided helpful information about local attractions or points of interest upon request from customers.
- Maintained valid driver's license at all times according to state regulations.
- Followed company policies and procedures related to driver conduct on the road.
- Maintained high ratings from passengers for cleanliness, safety, and customer service.
Station Manager
Unifi Aviation
Tucson, AZ
11.2021 - 05.2024
- Builds partnerships with customers and sets the example for the delivery of exceptional customer service.
- Reviews operational and financial reports to ensure station is meeting goals and objectives and takes corrective action as required.
- Ensures compliance with policies and procedures, rules, standards, customer requirements and governmental/regulatory requirements.
- Participates in employee relations investigations when complaints arise and resolves issues in a professional and timely manner.
- Recruited, trained, supervised, evaluated, coached and disciplined staff members.
- Sets, measures and manages performance of self and others. Leads team members in achieving/exceeding operational and financial objectives and goals.
Customer Service Manager
Ascent Aviation Services
Marana, AZ
11.2020 - 11.2021
- Developed policies and procedures related to customer service operations.
- Provided exceptional customer service to ensure customer satisfaction.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Assisted in developing an effective system for tracking client requests from initial contact through resolution.
- Monitored staff performance to ensure adherence to customer service standards.
- Ensured prompt resolution of customers' inquiries via phone and email.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
Customer Service Representative
Arizona Department of Transportation
Nogales, AZ
12.2018 - 11.2020
- Developed strong relationships with customers by providing personalized assistance and support.
- Provided accurate information about products and services to customers.
- Developed positive relationships with customers through friendly interactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Conducted regular follow-up calls with customers after resolving their issues.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Customer Service Representative
Menzies Aviation
Tucson, AZ
07.2018 - 02.2019
- Provide exceptional customer service as per the Menzies and Airline specific standards to ensure customer satisfaction at every step of their journey.
- Always ensure safety and Security is never compromised.
- Check customers travel documentation together with relevant identification to ensure compliance with governing bodies.
- Check customers into airline systems adhering to policies and procedures. Issuing boarding passes and bag tags.
Duty Manager
Aeromexico
San Jose, CA
05.2017 - 10.2017
- Monitored performance of staff members, offering advice where appropriate.
- Provided training sessions for new staff members on company policies and procedures.
- Scheduled and organized daily shift rotations for a team of up to 15 employees.
- Conducted regular inspections of equipment and facilities in order to identify any maintenance needs.
- Maintained accurate records of staff attendance, sales figures and stock levels.
- Prepared weekly reports detailing sales figures and staff performance metrics.
- Investigated customer complaints in a timely manner, resolving issues efficiently.
- Managed disciplinary processes for employees who failed to adhere to company policies or procedures.
- Maintained professionalism in customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach.
- Created positive work environment for employees and delivered exceptional customer service.
- Collaborated with upper management to improve productivity of operations.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
Station Manager
Volaris Airlines
Phoenix, AZ
05.2016 - 05.2017
- Recruited, trained, supervised, evaluated, coached and disciplined staff members.
- Organized promotional events at the station.
- Adhered to company guidelines regarding safety measures for employees working in hazardous environments.
- Developed and implemented station policies and procedures to ensure compliance with local, state, and federal regulations.
- Resolved customer complaints in a timely manner while providing excellent customer service skills.
- Managed accounts receivable activities such as invoicing customers and tracking payments received.
- Oversaw the daily operations of the station including scheduling, budgeting, payroll processing, inventory control, and maintenance.
- Established relationships with stakeholders.
- Reconciled expenses to coincide with approved budgets.
Operations Coordinator
Volaris Airlines
Los Angeles, CA
07.2014 - 05.2016
- Coordinated daily operations activities and assigned tasks to staff members.
- Implemented safety protocols to maintain a safe working environment.
- Supervision of 30+ agents per shift from different vendors.
- Assist Crew Pilots and Flight attendants with any needs.
- Responsible for making final decisions of flight, including last minute changes to flight plan, weight and balance of aircraft, aircraft services, and passenger off loads.
- Jet Bridge operator and instructor.
- Responsible for the weight and balance of the aircraft.
- Organized meetings, training sessions, and other events related to operations.
- Developed relationships and partnerships with business leaders.
Customer Service Representative
Volaris Airlines
Phoenix, AZ
11.2013 - 07.2014
- Agent in charge.
- Assist passenger with their luggage.
- Assists passengers to resolve issues with their delayed, lost, or damaged items.
- Utilizes computer software to track luggage.
- Handles customer interaction with class in an efficient, effective, and professional manner.
- Sales and ticketing.
- Boarding control agent.
- Jet Bridge operator.
- Assist upper management with new hire training and OJT process.
- Daily shift reports to keep good communication with the local team.
Education
Bachelors - Business Administration
Unilider University
Hermosillo, Mexico01-2013
Skills
- Planning and coordination
- Computer technology
- Creative Problem-Solving
- New Hire Training
- Employee Interviewing
- Payroll duties
- Investigations
- Sales
- Leadership meetings
- Decision-Making
Timeline
Ground Handling Trainer
Swissport USA
05.2024 - Current
Station Manager
Unifi Aviation
11.2021 - 05.2024
Customer Service Manager
Ascent Aviation Services
11.2020 - 11.2021
Customer Service Representative
Arizona Department of Transportation
12.2018 - 11.2020
Customer Service Representative
Menzies Aviation
07.2018 - 02.2019
Uber Partner
Uber
10.2017 - 07.2024
Duty Manager
Aeromexico
05.2017 - 10.2017
Station Manager
Volaris Airlines
05.2016 - 05.2017
Operations Coordinator
Volaris Airlines
07.2014 - 05.2016
Customer Service Representative
Volaris Airlines
11.2013 - 07.2014
Bachelors - Business Administration
Unilider University