Lorenis Diaz
Miami,FL
Summary
Communicative customer service professional, motivated to maintain customer satisfaction, and contribute to company success. History of managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems, paired with outstanding active listening and multitasking abilities. Motivated student eager to apply classroom knowledge to real-world experiences, with a strong willingness to learn, and contribute. Effective communicator with a collaborative mindset, ready to bring fresh perspectives, and a strong work ethic to any team.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Aviation Services
Miami, FL
10.2024 - Current
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries and provided accurate information regarding products and services.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Supported sales team members to drive growth and development.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Leader
Maximun Security Services
Miami International Airport , FL
12.2023 - 09.2024
- Created detailed reports on employee performance metrics for senior leadership review.
- Scheduled shifts according to workload requirements.
- Analyzed data to make decisions related to personnel management.
- Monitored employee productivity to provide constructive feedback and coaching.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
Supervisor of Operations
Swissport USA
Miami International Airport
01.2023 - 11.2023
- Compiled reports on flight performance issues such as delays or cancellations.
- Created manifests for each flight; verified weight restrictions and fuel requirements.
- Updated internal databases regarding flight status changes or passenger complaints.
- Prepared operational paperwork to facilitate efficient movement of aircrafts.
- Advised pilots regarding weather conditions, airspace regulations, altitudes and routes to be flown.
- Drove revenue by promoting fuel sales.
Education
Associate of Science - Aviation Management
Miami Dade College
Miami, FL05-2028
Skills
- Complaint resolution
- Scheduling
- Live chat support
- Strategic sales
Certification
- Jetbridge operator
- Dangerous Good Certification
- AVSEC Certification
- Aviation investment
Languages
Spanish
Native/ Bilingual
English
Full Professional
Accomplishments
George T. B Technical
Miami Dade college
Associate
High School diploma
Timeline
Customer Service Representative
Aviation Services
10.2024 - Current
Leader
Maximun Security Services
12.2023 - 09.2024
Supervisor of Operations
Swissport USA
01.2023 - 11.2023
Associate of Science - Aviation Management
Miami Dade College
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