Joseph Alexander Zapata Reyes
Euless
Summary
Airline operations professional with over a decade of experience in optimizing crew scheduling and customer service excellence. Demonstrates strong analytical skills and adaptability, ensuring operational efficiency and compliance with industry regulations. Proficient in problem-solving and teamwork, with a commitment to enhancing passenger satisfaction and operational success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Pilot Crew Scheduler
American Airlines
01.2022 - Current
- Comply with APA JCBA Contract and Crew Schedule operational Manual.
- Keep record and notify pilots of flights reassignments and updates.
- Served as primary point of contact for pilots regarding schedule-related inquiries and concerns, providing timely assistance and support.
- Participated in ongoing professional development opportunities such as conferences, workshops, and webinars to stay abreast of evolving industry trends and best practices in crew scheduling.
- Enhanced flight crew efficiency by effectively scheduling and managing pilot assignments.
- Reduced scheduling conflicts with meticulous attention to detail in coordinating pilot schedules.
- Managed time-sensitive deadlines and last-minute changes, maintaining a high level of professionalism under pressure.
- Developed contingency plans to address unforeseen staffing shortages or operational disruptions due to weather or other factors.
Escalation Desk - Reservation
American Airlines
01.2020 - 01.2022
- Reduced booking errors with meticulous attention to detail and thorough verification procedures.
- Tariff is in charge of making sure customers and other departments comply with the rules in any contract and fares.
- Interpret fare rules and apply the correct value and penalties.
- Assist with inquiries from Airports, Sales and Agencies about contracts, ticket allowance, and reservation policies.
Passenger Service
American Airlines
01.2017 - 01.2019
- Maintained accurate records of flight details, runway status and fuel record ensuring prompt updates were communicated to relevant parties.
- Adhere to government regulations (e.g DOT, FAA, TSA).
- Monitored airfield duties and personnel to make proactive changes to procedures, workflows and task responsibilities to maintain operations targets.
- Perform passenger service flight close-out procedures.
- Delivered exceptional customer service by promptly addressing and resolving passenger inquiries and concerns regarding luggage.
- Check-in Premium service for the first class and elite members of our loyalty programs.
- Managed irregular operations such as flight delays or cancellations proactively, minimizing negative impacts on passengers and overall operations.
Tech Support
Samsung Call Center
01.2016 - 01.2017
- Assisted in the creation of user-friendly tech support resources, improving overall user experience and satisfaction.
- Implemented a structured ticketing system for incoming tech support requests, expediting response times and increasing productivity levels within the IT department.
Front Desk Clerk Training Management
Palm Springs Resort California
01.2015 - 01.2016
- Research customers before arrival day to be more accurate on my response to their requests and to understand better their needs.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Supported event planning efforts, contributing to the successful execution of memorable occasions.
- Maintained records in property management system for room inspections conducting quality control assessments on all cleaned rooms, ensuring adherence to hotel standards.
Hotel Front Desk Clerk
Hard Rock Hotel Punta Cana
01.2014 - 01.2015
- Follow up room-related requests upon arrival
- Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
- Handled financial transactions accurately, ensuring proper billing and payment processing.
- Prepared reports on guest satisfaction levels and other metrics.
Education
BBA - Hospitality Administration And Management
Pontificia Universidad Catolica Madre Y Maestra
09-2014
Skills
- Employee relations
- Crew coordination
- Organizational skills
- Deadline Oriented and self disciplined
- Communications Skills
- Analytical Skills
- Sabre (FOS/DECS)
- Scheduling expertise
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Multitasking Abilities
- Reliability
- Excellent communication
Certification
Aircraft Dispatcher Certification - Federal Aviation Administration.
Languages
Spanish
Native or Bilingual
English
Full Professional
Italian
Limited Working
Timeline
Pilot Crew Scheduler
American Airlines
01.2022 - Current
Escalation Desk - Reservation
American Airlines
01.2020 - 01.2022
Passenger Service
American Airlines
01.2017 - 01.2019
Tech Support
Samsung Call Center
01.2016 - 01.2017
Front Desk Clerk Training Management
Palm Springs Resort California
01.2015 - 01.2016
Hotel Front Desk Clerk
Hard Rock Hotel Punta Cana
01.2014 - 01.2015
BBA - Hospitality Administration And Management
Pontificia Universidad Catolica Madre Y Maestra
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