Jose Roldan Morales
Borough of Manhattan Community College
East Elmhurst,NY
2
Languages
11
years of professional experience
Detail-oriented customer service professional with over 8 years of experience in high-pressure environments. Skilled in providing exceptional service, managing disruptions, and collaborating with teammates to ensure passenger satisfaction. Ready to leverage strong communication skills to enhance customer satisfaction and achieve the company goals.
Work History
Student
1 MonthAirport Customer Service Agent
8 Years 9 Months- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
- Handled disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
- Provided assistance during emergency situations following established protocols to ensure passenger safety.
- Provided exceptional service at ticket counters, booking flights and processing payments securely.
- Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.
Bilingual Customer Service Representative
2 Years- Provided bilingual support to diverse customer inquiries, enhancing overall satisfaction and engagement.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Managed a high volume of calls daily ranging from 100 to 125 while maintaining composure under pressure and providing exceptional service.
- Reduced call resolution time through efficient problem-solving and communication skills focusing on a one call resolution process.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Promoted the company co-branded credit card and transferred calls to the partner bank for new credit card applications resulting in top 10% referral volume.
- Promoted ancillary products and exceeded my individual goals, by 20%.
Education
- Business Administration And Management
High School Diploma
Skills
Multilingual communication
Language proficiency
Problem-solving
Team collaboration
Communication etiquette
Conflict resolution
Microsoft Office Suite
Office applications
Detail-oriented
Passenger assistance
Relationship building
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Student
Borough of Manhattan Community College
07.2026 - CurrentRead More
Airport Customer Service Agent
Southwest Airlines
11.2017 - 08.2026Read More
Bilingual Customer Service Representative
Southwest Airlines
11.2015 - 11.2017Read More
Borough of Manhattan Community College
from Business Administration And Management
Read More
Camelback High School
High School Diploma
Read More