Julene Mercano
5554 Kings Hwy Douglasville,GA
Summary
Experienced customer and client advocate with a proven track record of over 20 years in personalized customer service and client care. Passionately inspired by the opportunity to help others, dedicated to providing excellent customer service while ensuring the Safety and comfort of clients. Committed to delivering clear and accurate information to both internal and external partners, always maintaining a professional and integrity-driven approach. Background in physically demanding roles within the hospitality, healthcare, and logistics industries, adept at staying composed under pressure and handling emergencies with efficiency. Takes a proactive approach to promptly addressing issues for quick problem resolution. Exceptional planner, detail-oriented delegator, time manager, and complex problem solver, bringing high energy and multilingual skills to the Flight Attendant role. Thrives in a team-driven environment, known for excellent customer relations and welcoming attitude. Organized and dependable, excels at managing multiple priorities with a positive attitude and always willing to take on additional responsibilities to meet team goals.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Flight Attendant
Endeavor Airlines
2021.05 - Current
- Consistently uphold company policies, procedures, and core values while providing excellent customer service, prioritizing passenger safety, and maintaining their comfort.
- Demonstrate flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
- Consistently adhere to FAA regulations and conducted pre-flight safety inspections to maintain cabin safety. Ensured compliance with policies, regulations, and safety guidance for aircraft and passengers.
- Handled medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
- Collaborate with fellow crew members to deliver a seamless travel experience for passengers on domestic and international flights.
- Attend (CBT's 'Computer Based Training & CQ 'Continuing Qualifications') trainings in customer service, conflict resolution tactics, and safety procedures to stay updated on new requirements and procedures.
- Provide prompt answers and solutions for passenger requests, expertly mediated conflicts among travelers, and displayed empathy, active listening, and reassurance techniques for calming distressed passengers during challenging moments onboard the aircraft.
- Demonstrate a genuine interest in meeting the specific demands of disabled passengers, special needs individuals, and unaccompanied minors by providing tailored briefings.
- Achieved high customer satisfaction ratings by delivering professional and attentive service, catering to individual passenger requirements.
Flight Attendant
SkyWest Airlines
2019.03 - 2020.03
- Collaborate with crew members in regular pre-flight meetings, addressing factors such as flight duration, foreseeable weather impacts, possible traffic interruptions, and aligning operations with FAA guidelines and company protocols
- Ensured the safety of passengers by performing pre-flight safety checks according to FAA regulations.
- Contributed to company success by consistently achieving high performance ratings for customer service, teamwork, and punctuality. Promoting brand reputation by exhibiting professionalism, upscale service experience, friendliness, and attentiveness in every interaction with customers.
- Provided clear explanations for safety and emergency protocols to passengers pre-flight.
Manager / Coordinator
Healing Haven DR
2013.08 - 2020.03
- Delivered customized service to global clientele, demonstrating cultural sensitivity and embracing diverse beliefs. Enriched customer satisfaction by swiftly resolving conflicts, fostering transparent communication, and ensuring exceptional service delivery. Exhibited professional composure in handling discontent or irate customers.
- Delivered personalized customer service to ensure the safety and comfort of clients. Conducted Spanish interpretation tasks along with being a patient advocate, personal advisor in patient care. Ensured protection of confidential client medical records and credit card details.
- Ensured smooth operations by overseeing client logistics and efficiently handling administrative tasks.
- Developed a strong company culture emphasizing employee engagement, collaboration, and continuous learning opportunities. Addressed problems head-on to maintain positive customer relations and implemented successful corrective actions.
Parcel Driver, Delivery
United Parcel Service (UPS)
1992.11 - 2011.04
- Successfully delivered time-sensitive packages punctually, maintaining professionalism and a positive attitude throughout. Catered to the needs of more than 150 business and residential clients each day, offering excellent customer service.
- Worked in physically demanding role requiring frequent walking, bending, stooping, pushing, pulling, reaching, and lifting
- Obtained and maintained a valid commercial driver's license (CDL) after successfully completing all mandatory annual safety and training courses.
- Completed daily vehicle maintenance and reported any issues to insure the all safety requirements were upheld
Education
Certificates of Completion - Massage Therapy
Institute For Integrative Healthcare
New York, NY06.2011
High School Diploma -
Hillcrest High School
Queens County, NY06.1983
Skills
- Personal Flexibility, Decision-Making, Task Prioritization
- Mobile Applications, Device Management, Analytical Thinking
- Strong Work Ethic, Reliability and punctuality, Multitasking
- Emergency & Safety Procedures, Emergency Response Coordination
- Customer Care, Hospitality service expertise, Effective Communication
- Cultural Awareness, Issue Resolution, Multilingual Skills
Certification
- Flight Attendant Certification, 05/01/19
- Infectious Disease - HIV AIDS, Hepatitis 09/01/15
- Lymphatic Drainage Massage, 12/01/14
- Spa Massage Options, Anxiety & Massage, Essential Oils Therapeutic Uses, Deep Vein Thrombosis (DVT), Infectious Control Bacteria 11/01/14
- Massage Therapy, 06/01/11
Accomplishments
- Recognized for providing Exceptional Customer Service, awarded the Excellent Customer Service Double Diamond Pin on February 13, 2024
- Achieved acknowledgement record and reputation for completing eight hours work in under eight hours. increased number of delivery stops per hour to maintain average and balance numbers for the package center. Held exceptional average of on-time deliveries for time sensitive packages.
- Delivered packages to more than 150 business and residential clients daily.
- Worked in all types of weather conditions, loaded and unloaded packages up to 150 pounds and supported other drivers to balance work load. Provided professional services to all customers with positive attitude
Languages
Spanish
Full Professional
Timeline
Flight Attendant
Endeavor Airlines
2021.05 - Current
Flight Attendant
SkyWest Airlines
2019.03 - 2020.03
Manager / Coordinator
Healing Haven DR
2013.08 - 2020.03
Parcel Driver, Delivery
United Parcel Service (UPS)
1992.11 - 2011.04
Certificates of Completion - Massage Therapy
Institute For Integrative Healthcare
High School Diploma -
Hillcrest High School
- Flight Attendant Certification, 05/01/19
- Infectious Disease - HIV AIDS, Hepatitis 09/01/15
- Lymphatic Drainage Massage, 12/01/14
- Spa Massage Options, Anxiety & Massage, Essential Oils Therapeutic Uses, Deep Vein Thrombosis (DVT), Infectious Control Bacteria 11/01/14
- Massage Therapy, 06/01/11
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