Juan Carlos Da Cunha Matos

• The objective of this position is to coordinate the different areas at the RAMP in a safe, efficient and on-time manner while the aircrafts are being loaded, unloaded and serviced. Some of the main responsibilities are:

- Ensuring company regulations and policies are implemented.

- Maintain high standards of ramp safety.

- Guarantee that service providers are compliant with policies and procedures.

- Coordinate activities of the ground operation.

- Verify loading instruction of cargo.

- Assign daily activities to the team.

- Communicate permanently with different areas of the company.

- Perform other activities of similar nature according to the needs of the department.

- Prevent unauthorized access to operational areas.

- Challenge and report to superiors or law enforcement officers any person without identification badges.

- Perform visual inspection of cargo hold compartments.

- Document information on security paperwork

• Started my career at Latam Airlines as a customer service representative at Miami International Airport. Several of my duties were to assist customers at the lobby, checking passengers at the counter, perform flight amendments and clearances, as well as receive and board flights at the gates. A few months later became promoted as a Ticketing and Sales Agent which included the following:

- Sale and issuance of tickets for external clients.

- Issuance of tickets to employees.

- Charge baggage overweight penalties.

- Perform daily, weekly, and monthly sale reports.

- Provide support to the passenger service checking group.

- Solve any ticketing problems and/or passenger claims.

- Develop different administrative functions.

• Mia West Transportation is a company that provides vehicle service to major airlines such as LAN Cargo, Atlas Air, Avianca, and DHL. My duties at Miami West Transportation were to dispatch drivers to appropriate locations according to predetermined schedules, pilot/airline requests (by phone or email), or urgency needs.

• Outplex is a call center located in Dominican Republic, headquartered Fort-Lauderdale which provides customer care solutions to major companies such as Spirit and The New York Times. Part of my role included the following:

- Spirit Airlines customer service representative (chat)

- New York Times' Acquisition sales agent (chat)

- New York Times' retention agent (Email)

- Promoted to New York Times' Automation team (Bot Tuner)

- Provided assistance to clients

- Created customer appointments

- Scheduled reservations for customers

- Maintained up-to-date knowledge of customer accounts

- Explained products and benefits

- Confirmed payments, refunds, etc.

- Resolved payment and order disputes

- Provided excellent technical support

- Operated the live chat

- Wrote call center scripts