Luis F. Martinez
Orlando,FL
Summary
Professional Objective: to secure a position in a reputable organization, and secure a responsible career opportunity to fully utilize professional experience and skills while making a significant contribution to the success of the organization.
Overview
31
31
years of professional experience
Work History
Lead Fan Ambassador
Orlando City Soccer Club
08.2019 - Current
- Deliver excellent customer service to each fan entering and leaving Exploria Stadium through the utilization of the club's Gold Standard service philosophy.
- Helped with planning schedules and delegating assignments to meet coverage and service demands on match day.
- Acted as information liaison for all Orlando City and Orlando Pride home games and stadium events.
- Monitor concourse, clubs, and seating areas during all Orlando City SC, and Orlando Pride seasons.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Manage 25 part-time fan ambassadors.
Business/Owner
Rock Star Kids & Family Hair Salon
05.2012 - 06.2023
- Put together realistic budgets based on costs and fees for successfully operating of businesses.
- Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist employees and maintain excellent customer service.
Terminal Operations Specialist Landside Division
Greater Orlando Aviation Authority
11.2006 - 11.2011
- Serves Airport Landside by providing directions, information, and friendly customer assistance to over 90,000+ passengers each day
- First responder to structural emergency situations and for all medical incidents in the Airport Terminal
- Interacts and coordinates with Airport Police and Airport Rescue Firefighter personnel
- V.I.P. escorts of celebrities, Government officials, and Sports teams traveling through Orlando International Airport.
- Enforce compliance of Airport tenants with airport regulations compliance, contracts, and security.
Airport Customer Service
Virgin Atlantic Airways (SwissPort, USA)
02.2005 - 11.2006
- Verified safety of aircraft by observing all vendor services operations in and around the aircraft
- Troubleshoot all aspects of the operation to ensure on-time departures and Virgin passenger service quality standards have been met
- Comply with all federal, state, municipal, airport authority, and carrier security requirements and Swissport Station operation procedures, and policies.
- Verified identification and travel documents to efficiently board passengers for on-time departure.
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
Sales Marketing Manager
Planet Airways, Inc.
10.2002 - 02.2005
- Defined strategy for and develop, execute, and manage a comprehensive marketing plan for private chartered air plane travel.
- Successfully maintained, retained, and increased client base by designing and implementing strategic customer retention projects.
- Facilitated successful negotiations, for private air charter travel for college sports teams. cruise lines, celebrities, tour operators, both domestically and international.
- Managed assigned contracts throughout lifecycle, identifying need for and implementing amendments, renewals, terminations and other necessary contractual actions.
Financial Analyst
Planet Airways, Inc.
10.2002 - 02.2005
- Verification of deposits and analysis of financial data reports of account revenue.
- Development of Financial Spreadsheets, report financial transaction with controller, and daily banking transactions
- Coordination of accounts payable payments, as accounts receivables
- Prepared aircraft fuel quoting/ fuel surcharge, and audited aircraft fuel invoices
- Performed monthly account reconciliations
Airport Ground Handling Manager
Planet Airways, Inc.
10.2002 - 02.2005
- Managed private airplane charter airport operation in Domestic, international airports
- Liaise with government authorities and keep abreast of changes in regulations
- Managed, planned and provided direction and leadership to 16 full-time and part-time employees.
- Produced and shared customer service reports to support management decision-making.
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
Resort Front Desk Agent
Walt Disney World Coronado Springs Resort
06.2001 - 10.2002
- Assist hotel guests with resort questions, regarding hotel/Resort, theme Park ticket sales, event & restaurant reservations
- Front Desk check-in, cash handling,payment transactions (cash, credit cards, foreign currency, vouchers, etc.).
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Customer Service Agent
Delta Airlines
08.1996 - 05.2001
- Verified identification and travel documents to efficiently board passengers for on-time departure.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
- Team member IROP (Irregular Operations) team MCO.
- Delta Airlines Latin America business unit Guatemala City, Guatemala. Team member of development of airport operations and facilities in central America.
Airport Passenger Service Supervisor
AirTran Airways, Inc.
09.1994 - 08.1996
- Responsible for staff scheduling to include: work assignments/rotations, employee training, employee vacations, employee breaks, overtime assignments, back-up for absent employees, and shift rotations
- Supervised and provided direction, accountability, and leadership to 25 full-time and part-time employees
- Airport ticketing, passenger processing, baggage handling, and security inspection.
- Monitored security and maintained operational protocols.
- Hired, trained, and motivated employees to provide exceptional passenger care and support.
- Managed 25 full and part-time customer service agents with scheduled, and work assignments.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Provided exceptional customer service to passengers, addressing concerns and resolving issues.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Rescheduled flights, issued refunds, and assisted passengers with alternative travel arrangements.
- Prepared detailed passenger manifests and other reports to meet organizational needs.
Education
MBA - Concentration International Business
Florida Metropolitan University
Orlando, FL06.2001
Bachelor of Science - Marketing/Management
Florida Metropolitan University
Orlando, FL08.1999
Bachelor of Science - Marketing / Management
Florida Metropolitan University
Orlando, FL08.1997
Airline / International Travel Industry Program -
Southeastern Academy of Tourism / Travel
Kissimmee, FL08.1994
High School Diploma -
Winter Park High School
Winter Park, FL06.1991
Skills
- Spanish Interpreting
- Customer Service
- Conflict Resolution Techniques
- Customer Relations
- Billing and Payment Processing
- Professional Relationships
- Event Coordination
Languages
Spanish
Native or Bilingual
Awards
2023 - Gold Standard Teammate of the year
Fan Ambassador Orlando City SC / Orlando Pride
1998 - Who's Who Among Students in American
Universities & Colleges
Timeline
Lead Fan Ambassador
Orlando City Soccer Club
08.2019 - Current
Business/Owner
Rock Star Kids & Family Hair Salon
05.2012 - 06.2023
Terminal Operations Specialist Landside Division
Greater Orlando Aviation Authority
11.2006 - 11.2011
Airport Customer Service
Virgin Atlantic Airways (SwissPort, USA)
02.2005 - 11.2006
Sales Marketing Manager
Planet Airways, Inc.
10.2002 - 02.2005
Financial Analyst
Planet Airways, Inc.
10.2002 - 02.2005
Airport Ground Handling Manager
Planet Airways, Inc.
10.2002 - 02.2005
Resort Front Desk Agent
Walt Disney World Coronado Springs Resort
06.2001 - 10.2002
Customer Service Agent
Delta Airlines
08.1996 - 05.2001
Airport Passenger Service Supervisor
AirTran Airways, Inc.
09.1994 - 08.1996
MBA - Concentration International Business
Florida Metropolitan University
Bachelor of Science - Marketing/Management
Florida Metropolitan University
Bachelor of Science - Marketing / Management
Florida Metropolitan University
Airline / International Travel Industry Program -
Southeastern Academy of Tourism / Travel
High School Diploma -
Winter Park High School
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