Hi, I’m
JUAN JOSÉ GONZÁLEZ LARA
Omaha,USA
Summary
Detail-oriented professional with strong leadership and organizational skills. Demonstrated expertise in operations management, customer service, and employee development. Adept at managing complex tasks efficiently and driving team performance to meet operational goals.
Overview
5
years of professional experience
Work History
GAT / United AirlinesOmaha, NE
Operations Customer Service Manager
04.2025 - Current
Job overview
- Oversee daily customer service operations, ensuring compliance with airline policies and procedures.
- Directly manage team scheduling, attendance, and performance metrics.
- Develop and implement strategies to enhance operational efficiency and customer satisfaction.
- Handle escalated customer service issues, providing effective resolutions.
- Collaborate with internal and external stakeholders to streamline operations and improve service delivery.
- Lead recruitment, onboarding, and ongoing development of staff members to maintain a highly skilled team.
- Coordinate efforts with ramp, baggage services, and wheelchair teams to ensure seamless service delivery.
- Monitor and report KPIs, ensuring consistent achievement of operational targets.
GAT / United AirlinesOmaha, NE
Ground Security Coordinator
05.2023 - Current
Job overview
- Coordinate response to security threats involving airline personnel and local authorities.
- Serve as the primary liaison with TSA and law enforcement for all security-related incidents.
- Document and manage security-related incidents thoroughly and accurately.
- Conduct threat assessments and participate in regular safety drills.
- Provide on-the-spot guidance to agents during potential security events.
GAT / United AirlinesOmaha, NE
Global Master Jet-Bridge Trainer
09.2022 - Current
Job overview
- Conduct comprehensive training sessions for jet-bridge operators globally, ensuring safety and protocol adherence.
- Qualify local instructors and provide mentorship to maintain high instructional standards.
- Travel to new and existing locations to deliver specialized training programs, often during station launches or audits.
- Maintain detailed documentation of training activities and certification statuses.
GAT / United AirlinesOmaha, NE
Complaint Resolution Official (CRO)
08.2020 - Current
Job overview
- Ensure compliance with federal regulations regarding nondiscrimination under 14 CFR Part 382.
- Investigate complaints from passengers with disabilities, ensuring a respectful and thorough process.
- Compile detailed reports and maintain accurate records in line with legal and internal requirements.
- Provide real-time support to agents navigating complex accessibility or discrimination issues.
- Attend regular training sessions to stay up to date on evolving legislation.
GAT / United Airlines Omaha, NE
Customer Service Supervisor
11.2021 - 04.2025
Job overview
- Coached and supervised customer service staff, managing complex service issues and resolving conflicts in real time.
- Monitored performance metrics, identifying areas for improvement and executing development plans.
- Conducted regular audits of compliance with federal and company regulations.
- Implemented customer feedback loops to enhance service quality.
- Participated in cross-functional meetings to align station objectives with corporate goals.
- Fostered a positive work environment and boosted employee morale through recognition and support.
Education
Conception Seminary CollegeConception, MO
Bachelor of Arts from Philosophy
05.2019
Skills
- Operations Management
- Employee Training and Development
- Customer Service Excellence
- Security and Compliance
- Critical Thinking
- Conflict Resolution
- Incident Investigation
- Team Leadership and Engagement
- Regulatory Compliance
- Jet-Bridge Operation Training
- Staff training and development
- Data tracking
- Customer relationship management
- Team collaboration
Languages
- Spanish (Native or Bilingual)
- English (Native or Bilingual)
Locations
- Omaha, NE, 68107
- Mexico City, 06600
Timeline
Operations Customer Service Manager
GAT / United Airlines
04.2025 - Current
Ground Security Coordinator
GAT / United Airlines
05.2023 - Current
Global Master Jet-Bridge Trainer
GAT / United Airlines
09.2022 - Current
Customer Service Supervisor
GAT / United Airlines
11.2021 - 04.2025
Complaint Resolution Official (CRO)
GAT / United Airlines
08.2020 - Current
Conception Seminary College
Bachelor of Arts from Philosophy
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