Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Kyannie-Marie Estevez

Hialeah,FL

Summary

Qualified Passenger Service Agent with solid background in managing passenger logistics and ensuring smooth embarkation and disembarkation processes. Proven ability to handle high-pressure situations and coordinate effectively with team members and external partners. Demonstrated skills in customer service and problem-solving to enhance guest satisfaction.

Dynamic professional with experience as a Cruise Pier Agent/ Management Trainee at SMS International Shore Operations, excelling in passenger assistance and conflict resolution. Proven ability to enhance guest experiences through effective problem-solving and team collaboration, while ensuring compliance with customs regulations. Fluent in English and Spanish , I thrive in fast-paced environments, consistently delivering exceptional customer service.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Cruise Pier Agent/ Management Trainee

SMS International Shore Operations
10.2024 - Current
  • Meet and greet guests cordially, responding to their inquiries in a knowledgeable and pleasant manner as well as assisting and directing debarkation and embarkation of guest.
  • Monitors the flow of traffic in the luggage area, including U.S. Customs and Border Protection (CBP) areas.
  • Reviews and verifies validity of all travel documents presented by guests for check-in. Inputs guest travel information using the registration system and checks in each guest upon arrival.
  • Ensures required information is accurately processed and/or paperwork is completed
  • Assisted in training new Cruise Pier Agents, sharing knowledge about best practices for optimal performance within the role.
  • Reduced wait times at check-in counters through effective queue management strategies during peak periods.
  • Utilized advanced problem-solving skills when addressing complex guest situations that required unique solutions.

Team Member

Taco Bell
06.2021 - 11.2023
  • Provide excellent customer service, going above and beyond to create a memorable experience for customers. Ensure food quality and safety by following strict guidelines and procedures.
  • Represent the brand positively, embodying our core values in every interaction. Maintain a clean and organized work environment, ensuring efficiency and flawless execution.
  • Learned all required tasks quickly to maximize performance.
  • Addressed and resolved customer complaints in polite and professional manner.

Education

Green Springs Charter High School
Miami

Skills

  • Passenger assistance
  • Customs clearance
  • Conflict resolution
  • Interpersonal skills
  • Self motivation
  • Professional demeanor
  • Public speaking
  • People management
  • Team collaboration
  • Multitasking Abilities
  • Customer service
  • Teamwork
  • Travel coordination
  • Ticketing systems
  • Foreign language fluency (Spanish)
  • Baggage handling

Certification

TSA Transportation Worker Identification Credential (TWIC)

Servesafe food handling certificate

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Cruise Pier Agent/ Management Trainee

SMS International Shore Operations
10.2024 - Current

Team Member

Taco Bell
06.2021 - 11.2023

Green Springs Charter High School

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Kyannie-Marie Estevez