Summary
Overview
Work History
Education
Skills
Certification
Language
Awards
COURSES
Timeline
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MARÍA GUILLÉN

Miami,FL

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

36
36
years of professional experience
1
1
Certification

Work History

Customer Experience Coordinator

MARSHALLS
01.2025 - 04.2025
  • Managing inbound and outbound customer communications, identifying customer needs, providing solutions, and collaborating with teams to improve overall customer satisfaction.
  • Developing and implementing strategies.
  • Analyzing Customer Feedback. Collecting and analyzing customer data and feedback to identify areas for improvement and develop solutions.
  • Ensuring brand consistency. Maintaining a positive brand image and ensuring that all customer interactions align with the company’s values standards.
  • Administrative tasks

Assistant Manager

Wingers Restaurant
08.2020 - 01.2023
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Passenger Service Agent

COPA AIRLINES
02.2015 - 06.2020
  • Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
  • Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
  • Aided passengers in locating lost luggage by effectively liaising with baggage claim representatives and other airline staff members.
  • Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
  • Oversaw ticketing, gate and ramp services.
  • Announced flight status updates and information about gate changes over PA system.
  • Provided exceptional customer service to passengers, addressing concerns and resolving issues.
  • Rescheduled flights, issued refunds and assisted passengers with alternative travel arrangements.

Passenger Service Agent

AMERICAN AIRLINES
11.2000 - 03.2006
  • Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
  • Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
  • Aided passengers in locating lost luggage by effectively liaising with baggage claim representatives and other airline staff members.
  • Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
  • Oversaw ticketing, gate and ramp services.
  • Announced flight status updates and information about gate changes over PA system.
  • Monitored and processed ticket sales, refunds and upgrades to meet diverse passenger needs.
  • Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
  • Developed and implemented strategies to minimize customer wait times.
  • Provided exceptional customer service to passengers, addressing concerns and resolving issues.
  • Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
  • Resolved passenger issues with empathetic communication and effective problem-solving techniques.
  • Streamlined baggage handling for improved passenger experience and reduced wait times.
  • Collaborated with airline personnel to facilitate seamless coordination between departments.
  • Escorted handicapped passengers from terminal to aircraft.

Product Manager

ICESA ORVE
10.1994 - 10.1995
  • Developed product documentation to communicate upcoming features and products to internal teams.
  • Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
  • Collaborated with sales, marketing, and support teams to launch products on time and within budget.
  • Reviewed sales, customer concerns, and new opportunities to drive business strategy at weekly planning sessions.
  • Launched successful products by conducting thorough market research and identifying customer needs.
  • Collaborated with sales teams to develop effective training materials that drove increased product knowledge among staff members, resulting in higher close rates.
  • Developed comprehensive go-to-market strategies, ensuring successful product launches and brand positioning.
  • Maintained positive vendor relations to build strong partnerships.
  • Set goals and formalized policies to maximize team performance and keep project on-task.
  • Analyzed competitive landscapes to identify market opportunities, informing strategic business decisions.
  • Mentored local personnel on best practices and protocols to maximize productivity.
  • Created and managed social media campaigns to increase brand engagement.

Sales Assistant

AGRIPAC CIA.LTDA
01.1993 - 09.1994
  • Trained new hires on company policies, procedures, sales tactics helping them integrate seamlessly into the team.
  • Executed visual merchandising strategies to attract customers and drive sales.
  • Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
  • Processed transactions accurately while maintaining a high level of customer service.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Met and exceeded sales targets consistently, contributing to overall team success.
  • Established rapport with customers using active listening and interpersonal skills.
  • Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
  • Increased sales by building strong customer relationships and providing excellent service.
  • Kept up-to-date records of daily sales activities, monitoring progress towards individual goals.
  • Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Stocked merchandise, clearly labeling items.

TV Host

TC TELEVISION, CANAL 10
01.1989 - 10.1992
  • Utilized social media platforms effectively for promotion and interaction with viewers, fostering strong connections between the show and its audience.
  • Embraced opportunities for personal growth within the industry, attending workshops and conferences to refine hosting skills and expand subject matter expertise.
  • Prepared thoroughly for each episode by reviewing scripts, researching topics, rehearsing lines, and coordinating wardrobe selections with stylists.
  • Maintained a professional demeanor under pressure, adapting swiftly to unexpected changes or technical issues during live broadcasts.
  • Conducted in-depth research on topics to enhance show content quality and maintain accuracy of information shared with viewers.
  • Navigated challenging interview situations tactfully while maintaining control over the conversation flow and direction.
  • Captivated audiences by incorporating timely news stories and engaging multimedia content into hosted segments.
  • Selected material to develop interesting and professional presentations for different formats.
  • Provided constructive feedback to producers and directors, contributing to continuous improvement of program content and delivery.
  • Utilized humor and wit effectively during interviews, creating memorable moments that resonated with audiences long after the broadcast concluded.
  • Exhibited strong interpersonal skills when interacting with fellow hosts, guests, and production crew members, fostering a positive and collaborative work environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.

Import Assistant

FERCONSA C.A.
05.1991 - 12.1991
  • Coordinated with sales and marketing teams to ensure accurate product information was communicated to customers, including country of origin and compliance certifications.
  • Streamlined internal workflows by designing easy-to-use templates for essential import paperwork such as invoices, packing lists, and certificates of origin.
  • Developed strong relationships with customs brokers for expedited clearance processing during peak seasons.
  • Implemented an effective record-keeping system for all import-related documents to ensure easy retrieval when needed.
  • Tracked order statuses from placement to delivery, keeping stakeholders informed about potential changes to expected arrival dates.
  • Collaborated with cross-functional teams to address supply chain issues, optimize inventory levels, and minimize stockouts.
  • Liaised with sales department to develop customer-specific import handling procedures to enhance delivery methods and improve customer satisfaction.
  • Served as expert point-of-contact for internal and external questions and issues dealing with import and export operations to drive consistent communication.
  • Obtained necessary import and export licenses and permits for shipments.

Manager Assistant

BANCO INTERNACIONAL
06.1990 - 03.1991
  • Managed and motivated employees to be productive and engaged in work.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Established team priorities, maintained schedules and monitored performance.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Reduced operational costs through comprehensive process improvement initiatives and resource management.
  • Resolved problems promptly to elevate customer approval.

Education

Associate Degree In Business And Marketing - Marketing

TECNOLÓGICO ESPÍRITU SANTO
Guayaquil, Ecuador

Bachelor In Commerce And Administration -

AMERICAN SCHOOL
Guayaquil, Ecuador

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Administrative support

Certification

  • AMERICAN AIRLINES AGENT EXCELLENCE AWARD. 2002
  • ELEMENTARY FIRST AID OMI 1.13. 2023-04-01
  • FIRE FIGHTING TECHNIQUES OMI 1.20. 2023-04-01
  • PERSONAL SURVIVAL TECHNIQUES OMI 1.19. 2023-04-01
  • PERSONAL SAFETY AND SOCIAL RESPONSIBILITY OMI 1.21, 2023-04-01
  • CROWD MANAGEMENT OMI 1.41, 2023-04-01
  • CRISIS MANAGEMENT / HUMAN BEHAVIOR TRAINING OMI 1.42, 2023-04-01
  • SECURITY AWARENESS OMI 3.27. 2023-04-01

Language

Spanish
English

Awards

AMERICAN AIRLINES AGENT EXCELLENCE AWARD, 2002, Chosen by American Airlines as the best agent in 2002

COURSES

-CSS OPERATING SYSTEM

-SHARES OPERATING SYSTEM

-DOCUMENT AWARENESS TRAINING

-THROUGH THE CUSTOMER’S EYES

-INTERNATIONAL RESERVATIONS

-CARGO SECURITY

Timeline

Customer Experience Coordinator

MARSHALLS
01.2025 - 04.2025

Assistant Manager

Wingers Restaurant
08.2020 - 01.2023

Passenger Service Agent

COPA AIRLINES
02.2015 - 06.2020

Passenger Service Agent

AMERICAN AIRLINES
11.2000 - 03.2006

Product Manager

ICESA ORVE
10.1994 - 10.1995

Sales Assistant

AGRIPAC CIA.LTDA
01.1993 - 09.1994

Import Assistant

FERCONSA C.A.
05.1991 - 12.1991

Manager Assistant

BANCO INTERNACIONAL
06.1990 - 03.1991

TV Host

TC TELEVISION, CANAL 10
01.1989 - 10.1992

Associate Degree In Business And Marketing - Marketing

TECNOLÓGICO ESPÍRITU SANTO

Bachelor In Commerce And Administration -

AMERICAN SCHOOL

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