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
Orlando, FL
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
Orlando, FL
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
Orlando, FL
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)
Orlando, FL
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.
Orlando, Fl
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.
Orlando, FL
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.
Orlando, FL
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
Lake Buena Vista, FL
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
Orlando, FL
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.
Orlando, FL
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