Luis Bonilla
Las Vegas,NV
Summary
Dynamic operations agent with extensive experience at Swissport USA, excelling in aircraft operations and customer service. Proven track record in process improvements that enhanced overall operations including baggage delivery efficiency. Skilled in effective communication and safety management, ensuring on-time departures while fostering teamwork and collaboration in high-pressure environments.
Overview
16
16
years of professional experience
Work History
Operations Agent , Aeromexico , Porter
Swissport USA
03.2024 - Current
- Supervised daily ramp operations to ensure efficient aircraft loading and unloading processes.
- Trained and mentored team members on safety protocols and operational procedures.
- Coordinated with flight crews to confirm timely aircraft departures and arrivals.
- Monitored equipment performance and reported maintenance needs to reduce downtime.
- Managed aircraft pushback operations, ensuring safe execution while maintaining schedule integrity.
- Implemented process improvements that reduced lead time for baggage delivery to passengers upon arrival at their destination.
- Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency.
- Tracked flight schedules to promote on-time landings and avoid loading delays.
Customer Service Representative
Swissport USA
03.2024 - Current
- Guided passengers through check-in and boarding, ensuring alignment with airline standards.
- Monitored flight schedules and communicated updates to passengers proactively.
- Supported training of new staff in customer service protocols and operational best practices.
- Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
- Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
- Coordinated wheelchair services for passengers in need of assistance, ensuring their comfort and safety throughout the airport journey.
- Handled disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
- Supported colleagues during peak hours by taking on additional tasks when needed.
Customer Service Rep. Copa Airlines
Unifi Aviation
06.2024 - 02.2025
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Delivered clear announcements over the PA system, communicating important flight updates to all passengers.
- Coordinated wheelchair services for passengers in need of assistance, ensuring their comfort and safety throughout the airport journey.
- Handled disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
- Provided exceptional customer service, addressing inquiries and resolving issues efficiently.
- Coordinated luggage handling, maintaining accurate records to prevent misplacements.
Customer Support Specialist
Jerry's Auto Repair
02.2010 - 07.2023
- Documented customer interactions in CRM system to maintain comprehensive support records.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Led inventory control processes, ensuring accurate stock levels and timely order fulfillment.
- Conducted regular audits to identify discrepancies and drive corrective actions in inventory records.
Education
GED - Student Pilot
Desert Pines High School
Las Vegas, NVStudent Pilot
West Air Flight School
North Las Vegas, NVSkills
- Process documentation
- Security regulations
- Teamwork and collaboration
- Attention to detail
- Multitasking Abilities
- Reliability
- Effective communication
- Aircraft operations procedures
- Safety management
- Goal setting
- Airport certified employee - area of expertise
- Software expertise GO now , Sabre,
- Airfield safety expertise
- Flight control coordination
- Ramp safety awareness
- Baggage handling
- Load planning
- Weight and balance calculation
- Customer service
- Crew assistance
- Live cargo handling
- Quality control
- New agent training
- Aircraft sanitation
- Aircraft safety checks
- Corporate policies
- Arrival/departure procedures
Languages
Spanish
Full Professional
Timeline
Customer Service Rep. Copa Airlines
Unifi Aviation
06.2024 - 02.2025
Operations Agent , Aeromexico , Porter
Swissport USA
03.2024 - Current
Customer Service Representative
Swissport USA
03.2024 - Current
Customer Support Specialist
Jerry's Auto Repair
02.2010 - 07.2023
GED - Student Pilot
Desert Pines High School
Student Pilot
West Air Flight School
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