Summary
Overview
Work History
Education
Skills
Languages
Affiliations
References
Timeline
CustomerServiceRepresentative

JORGE J. AGUILAR

Miami,FL

Summary

Seasoned professional with a robust background in customer service and dispatch coordination, notably at American Airlines. Excelled in enhancing customer relationships and resolving conflicts, leveraging skills in effective communication and safety compliance. Demonstrated leadership in supervising teams to surpass operational goals, achieving significant improvements in service delivery and efficiency.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

American Airlines
MIAMI, FL
01.2019 - Current
  • Maintained up-to-date knowledge of airline policies and procedures related to customer service.
  • Assisted with check-in process for departing flights including verifying passenger identification and processing ticketing requests.
  • Collaborated closely with other departments such as maintenance and catering services when needed.
  • Communicated flight information, gate changes and other important announcements over the PA system.
  • Handled customer complaints in a professional manner and resolved issues quickly.
  • Managed gate, ramp and cabin services for each flight.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Greeted passengers, answered inquiries and directed them to appropriate areas.
  • Inspected aircraft interiors before each flight to ensure cleanliness standards were met.

Transportation Dispatcher

Florida International Enterprise
MIAMI , FL
06.2021 - 09.2023
  • Effectively resolved complaints by working closely with customers.
  • Developed strong relationships with drivers through effective communication and problem-solving skills.
  • Monitored drivers' progress and updated customers on their shipment status.
  • Monitored driver compliance with traffic laws and company policies, promoting safety and reducing liability.
  • Prepared daily work and run schedules.
  • Handled emergency situations by rerouting drivers or arranging for additional resources as needed.
  • Dispatched drivers to meet daily delivery needs for company customers.
  • Utilized active listening and intelligent open-ended questioning to help build lasting relationships with customers.
  • Checked paperwork prior to dispatching crew members to maintain accuracy.

Cabin Service Supervisor

Eulen America
Miami, FL
06.2017 - 01.2019
  • Investigated accidents and incidents involving cabin services personnel according to established procedures.
  • Developed schedules for cabin services personnel to ensure adequate coverage throughout shifts.
  • Prepared reports summarizing daily activities and submitted them to management.
  • Coordinated with other departments to ensure smooth operations between teams.
  • Followed safety, passenger and supply pre-flight checklists.
  • Monitored staff performance and provided feedback for improvement.
  • Participated in pre-flight briefings to discuss flight details, weather and service plans.
  • Supervised and coordinated cabin service team members to ensure timely completion of tasks.
  • Arranged for repairs to restore service and schedules.
  • Supervised driver dispatching, route planning, and vehicle tracking for driving team.

Education

High School Diploma -

Miami Dade College
Miami, FL
06-2003

Skills

  • Customer service
  • Conflict resolution
  • Flight operations
  • Dispatch coordination
  • Safety compliance
  • Customer relationship management
  • Problem solving
  • Team collaboration
  • Effective communication
  • Active listening
  • Scheduling logistics

Languages

English
Full Professional
Spanish
Native/ Bilingual

Affiliations

  • TRAVEL
  • PLAY BASKETBALL WITH MY KIDS
  • DANCE
  • SPEND TIME WITH FAMILY AND FRIEND

References

References available upon request.

Timeline

Transportation Dispatcher

Florida International Enterprise
06.2021 - 09.2023

Customer Service Representative

American Airlines
01.2019 - Current

Cabin Service Supervisor

Eulen America
06.2017 - 01.2019

High School Diploma -

Miami Dade College

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JORGE J. AGUILAR