Lavinia Lavaka
Barrow,AK
Summary
Experienced with handling passenger inquiries, ticketing, and baggage issues. Utilizes communication and problem-solving skills to ensure seamless travel experiences. Track record of maintaining composure and professionalism in high-pressure environments.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Delta Airlines
Denver, CO
07.2021 - Current
- Assisted passengers with check-in processes, ensuring smooth transitions through security and boarding.
- Resolved customer inquiries and complaints effectively, enhancing overall passenger satisfaction.
- Coordinated luggage handling and tracking to minimize delays and improve service reliability.
- Collaborated with team members to streamline operational workflows during peak travel times.
- Monitored flight schedules and communicated updates proactively to passengers and crew members.
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
- Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
- Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
Insurance Sales Agent
American National Insurance Company
Denver, CO
09.2019 - 06.2021
- Upsold products to policyholders and potential new clients.
- Researched and analyzed beneficial insurance and investment options and made recommendations to clients.
- Exceeded company sales goals for new policies.
- Collaborated with underwriting teams to streamline application processes, reducing turnaround times significantly.
- Educated clients on insurance products, enabling them to make informed decisions regarding their coverage needs.
- Developed strong relationships with clients through consistent communication and exceptional customer service.
- Contributed to agency success by consistently meeting or exceeding monthly sales targets.
Bus Operator
First Transit Denver
Commerce City, CO
03.2019 - 08.2019
- Assessed major bus systems, including brakes, steering and windshield wipers, by conducting routine inspections.
- Stayed up to date with local roads, traffic patterns and speed limits.
- Received and submitted passenger fares.
- Immediately provided help to passengers in distress, contacting dispatch to report incident, bus location and passenger symptoms.
- Reported vehicle issues to dispatchers and company mechanics for immediate scheduling of repair work.
- Provided accurate information regarding fares, schedule details and stowing of baggage and answered passenger questions.
- Assisted passengers with stowing and retrieval of various items, including luggage, briefcases and wheelchairs.
- Adhered to company determined schedules and routes to ensure timely arrivals and departures.
Independent Contractor
Primerica Financial Services
Duluth, GA
09.2018 - 02.2019
- Delivered high level of customer service and support by answering questions and returning phone calls quickly.
- Analyzed customer needs and provided best options, upselling products and services.
- Skillfully and patiently explained coverage options to potential policyholders, answering any questions or concerns.
- Maintained pleasant and cordial attitude at all times, even when issues arose.
- Conducted in-home and group presentations to provide detailed explanations of policy guidelines and benefits to clients and families.
Night Auditor / Front Desk Clerk
Crowne Plaza Hotel DIA Convention Center
Denver, CO
10.2017 - 08.2018
- Performed nightly updates to room charges and rates.
- Oversaw night auditing duties, including verification of daily room occupancy and hotel revenue.
- Handled all duties and tasks for the night manager and concierge when those individuals were unavailable.
- Ran daily, weekly and monthly reports to close day and meet objectives.
- Checked hotel guests in and out in a professional and friendly manner.
- Posted room charges such as food, liquor and telephone calls based on individual customer actions.
- Warmly greeted incoming guests, issuing room keys and providing information regarding policies and amenities.
- Arranged special accommodations for guests to maintain optimal satisfaction.
- Monitored reservations to track incoming parties and special events.
Independent Contractor
Primerica Financial Services
Duluth, GA
04.2015 - 09.2017
- Explained the features of policies to customers and helped them determine the best policy for them.
- Handled policy renewals.
- Maintained bookkeeping, databases, and records.
- Interviewed prospective customers and recorded their personal and financial data.
Customer Service Agent
Frontier Airlines
Denver, CO
05.2014 - 03.2015
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Escorted handicapped passengers from terminal to aircraft.
- Tagged baggage and routed to an appropriate location for loading and screening.
- Announced flight status updates and information about gate changes over PA system.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Monitored security and maintained operational protocols.
Catering Supervisor
Frontier Airlines
Denver, CO
07.2008 - 04.2014
- Supervised the catering staff at all functions, instructing employees to restock items quickly and to promote exemplary service in delivering an on time fights departure.
- Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards.
- Followed proper standards for product freshness, food safety, weights and measures, refrigeration and sanitation.
- Received, inspected and logged all products for accuracy of shipment, temperature and quality.
- Upheld standards of cleanliness, food handling and safety.
- Inventoried and restocked items throughout day.
- Kept facility compliant with health codes, sanitation requirements and license regulations.
- Kept cases and shelves clean and well stocked.
- Conducted monthly inventories of materials on the work floor.
- Tracked time spent on assignments each day for productivity reporting.
- Coordinated transport of food to ensure prompt delivery to correct destination.
Education
Undergraduate - Business Accounting
Community College of Aurora
Aurora, COAssociate of Arts - Travel & Tourism
Phillips Junior College
Salt Lake City, UT1994
Skills
- Punctual, hardworking
- Highly dependable
- Outgoing
- Self-managed, friendly and knowledgeable
- Extensive experience in customer service
- Able to adapt to any work environment quickly and efficiently
- People skills
- Active listening
- Planning
Certification
- Life licensed in the state of Colorado
Timeline
Customer Service Representative
Delta Airlines
07.2021 - Current
Insurance Sales Agent
American National Insurance Company
09.2019 - 06.2021
Bus Operator
First Transit Denver
03.2019 - 08.2019
Independent Contractor
Primerica Financial Services
09.2018 - 02.2019
Night Auditor / Front Desk Clerk
Crowne Plaza Hotel DIA Convention Center
10.2017 - 08.2018
Independent Contractor
Primerica Financial Services
04.2015 - 09.2017
Customer Service Agent
Frontier Airlines
05.2014 - 03.2015
Catering Supervisor
Frontier Airlines
07.2008 - 04.2014
Associate of Arts - Travel & Tourism
Phillips Junior College
Undergraduate - Business Accounting
Community College of Aurora