Lucila Montelongo
Las Vegas,NV
Summary
Customer service and operations professional with 15+ years of airline industry experience, including roles with Southwest Airlines and Copa Airlines. Proven ability to manage high-volume customer interactions, resolve complex issues, and improve customer retention. Strong background in team leadership, training, and operational efficiency. Bilingual in English and Spanish with excellent communication and problem-solving skills.
Overview
22
22
years of professional experience
Work History
Benefit Consultant
Aflac
Las Vegas
01.2026 - Current
- Analyzed employee benefits plans to ensure compliance with regulations and industry standards.
- Developed customized benefits solutions based on client needs and organizational goals.
- Collaborated with HR teams to streamline benefits enrollment processes and improve employee experience.
- Conducted training sessions on benefits offerings to enhance staff understanding and engagement.
- Evaluated vendor proposals for benefit programs, ensuring alignment with budgetary constraints and employee needs.
Customer Service Representative
Southwest Airlines
Las Vegas, NV
01.2022 - 03.2025
- Maintained a high level of product knowledge to effectively assist customers with their questions and concerns.
- Resolved customer complaints in a professional manner, finding appropriate solutions to ensure customer loyalty
- Increased customer retention rates by implementing a loyalty program that rewarded frequent purchasers with exclusive perks.
- Collaborated with cross-functional teams to address complex customer concerns effectively.
- Developed and maintained comprehensive knowledge of airline services and promotions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Airport Customer Service Agent
Southwest Airlines
Los Angeles, CA
09.2014 - 01.2022
- Leveraged extensive product knowledge to identify and address customer concerns.
- Demonstrated professionalism and empathy in resolving customer issues.
- Participated in the development of resources for training new hires in customer support.
- Worked closely with the operations team to ensure smooth order processing and fulfillment
- Trained new staff on ticketing systems and customer service protocols, fostering a knowledgeable team environment.
- Reviewed tickets, identification, and passports to verify traveler identity.
- Collaborated with passengers and travel agents to resolve booking issues, correct fares, and clarify rules.
Customer Service Representative Team Lead
COPA AIRLINES
Los Angeles, CA
06.2004 - 09.2014
- Addressed customer complaints professionally, ensuring satisfactory resolutions.
- Mentored junior staff, promoting professional development and knowledge sharing within the team.
- Streamlined processes for efficient sales reconciliation and auditing.
- Evaluated performance metrics regularly to drive continuous improvement in customer service operations.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Trained and supervised team of customer service representatives in providing quality service to customers.
Education
Corporate Etiquette -
Compton Vocational Center
Compton, CAHigh school diploma -
Lynwood High School
Lynwood, CASkills
- Customer Service
- Typing
- Live Chat
- Data Entry
- Multilingual
- Computer Operation
- Computer Skills
- Microsoft Office
- Communication Skills
- Cash Handling
- Order Entry
- Microsoft Excel
- Account Management
- Research
- Sales
- Phone Etiquette
Languages
Spanish
Full Professional
Timeline
Benefit Consultant
Aflac
01.2026 - Current
Customer Service Representative
Southwest Airlines
01.2022 - 03.2025
Airport Customer Service Agent
Southwest Airlines
09.2014 - 01.2022
Customer Service Representative Team Lead
COPA AIRLINES
06.2004 - 09.2014
Corporate Etiquette -
Compton Vocational Center
High school diploma -
Lynwood High School