MARIA VALERO
Orlando,FL
Summary
Customer service professional prepared to deliver exceptional support and resolve customer concerns with precision. Adept at addressing client needs and fostering collaborative environment to achieve high satisfaction rates. Reliable team player with flexible adaptability to dynamic situations, equipped with effective problem-solving and communication skills.
Overview
7
7
years of professional experience
Work History
Airport Operations Training Specialist
AVELO AIRLINES
09.2023 - 10.2024
- Led the creation, execution, and continuous improvement of training programs for Airport Operations Crewmembers and leadership, including new hire orientation, customer service, ramp training, and management concepts training
- Conducted regular audits and inspections to ensure compliance with company policies, FAA, TSA, DOD, DOT, and other regulatory requirements
- Reviewed contractor activities such as GSE repairs, deicing, and fueling services for adherence to standards
- Served as a Subject Matter Expert (SME) for Airport Operations, providing guidance on operational responsibilities and contributing to the development of new training materials and updates to existing procedures
- Played a critical role in station openings, delivering training, conducting audits, and providing on-site support to ensure smooth operations and compliance with all regulatory and company guidelines
- Made key decisions on the utilization of training resources, the need for additional training, and the compliance of Airport Operations with federal and company policies
- Influenced the development of new training topics and updates to Airport Operations policies and procedures
- Coordinated and conducted training and oversight activities at various airport locations
Customer Service Lead
AVELO AIRLINES
03.2023 - 09.2023
- Led and directed Crewmembers in both Customer Service and Ramp operations, ensuring seamless coordination and high performance
- Monitored Crewmembers for adherence to Avelo’s standards and procedures, maintaining a consistent level of quality and safety
- Created work assignments and delegated job duties during shifts to optimize team efficiency and coverage
- Assisted Customers through every step of their airport journey, delivering exceptional service and resolving issues effectively
- Managed customer check-in processes, including baggage handling and inquiries, to ensure smooth and timely operations
- Oversaw boarding procedures at the gate, assisting with flight boarding and addressing customer questions
- Assisted Customers with disabilities, including pushback wheelchairs, handling assistive devices, and conducting on-board transfers
- Operated boarding ramps, jetbridges, and air stairs where equipped, ensuring safe and efficient boarding processes
- Performed additional duties as required to maintain a high level of customer service and operational efficiency
Passenger Service Supervisor
COPA AIRLINES
07.2020 - 03.2023
- Promptly handle all customer service complaints with a focus on a positive resolution
- Responsible for staff scheduling and leadership development
- Checked baggage and cargo considering about aircraft weight and balance, hazardous materials and all TSA and the Federal Aviation Administration (FAA) regulations
- Lead and train the agents for the procedures for international travel and all regulations and requirements that are necessary on a daily basis
- Report and keep on track every day the operation, times of check in, boarding procedures and all airline goals
- Review airline schedule and assure proper manpower is available for the operation
- Record disciplinary actions when is required and documents with company policy
- Verify ticket and seats reservations
- Match manifest to on board count, assist the over sales and assist volunteers with amenities
- Manage and maintain liaison with ground handlers, being aware of baggage count, cargo and weight and balance procedures
Passenger Service Agent
COPA AIRLINES
03.2019 - 07.2020
- Complete all check-in procedures including the handling of reservations, ticketing, seat assignments, and airport announcements and checking for proper international documentation
- Greeted every visitor with a friendly smile and an immediate offer of knowledgeable assistance
- Reviewed the computer database to check availability on different dates and lock in requested travel times
- Learned to fill baggage claims and assist the passenger with the necessary amenities
- Verify tickets and seats reservations
- Assist the over sales and ask for volunteers and follow the correct procedures
Shift Lead
STARBUCKS
07.2018 - 07.2019
- Certified Barista
- Follows cash handling and register procedures
- Trained employees to provide prompt and courteous service to each guest during their stay
- Implement solutions or resolved credit issues with customers
- Managed daily operations during shift, with total awareness of activities of employees and customers
Barista
UNIVERSAL STUDIOS
09.2018 - 12.2018
- Greet and promote the Universal Way to guest
- Season job, fast pace, while maintaining crowd control and quality
- Learn new systems functions and lead the way
- Certified Barista
- Communicate with clients in fluent Spanish and English
Receptionist
BUSTAMANTE REAL ESTATE
03.2018 - 07.2018
- Set up meeting spaces, organized supporting materials and secured services such as catering for longer conferences
- Answered telephone calls to provide information, take messages and set up appointments
- Managed incoming and outgoing mail and deliveries to support efficient office operations
- Stayed on top of the whereabouts of all staff members throughout the day
- Learned about sales methods
Hostess
JUNIOR DINER
10.2017 - 03.2018
- Met needs of guests by listening to special requests and accommodating them accordingly
- Used the POS system to process credit card and cash transactions
- Provide exceptional customer service in a fast place environment while being a team player
- Observed the dinning room to monitor guest satisfaction and provided assistance when needed
- Work well with kitchen, management and serving staff to coordinate efficient service
Education
High School Diploma -
Colegio República de Venezuela
Valera, Trujillo07.2016
Skills
- Problem-solving abilities
- Active Listening
- Computer Proficiency
- Time Management
- Team Leadership
- Verbal and written communication
- Planning and coordination
- Performance monitoring
- Data Entry
- Fluent Bilingualism
Timeline
Airport Operations Training Specialist
AVELO AIRLINES
09.2023 - 10.2024
Customer Service Lead
AVELO AIRLINES
03.2023 - 09.2023
Passenger Service Supervisor
COPA AIRLINES
07.2020 - 03.2023
Passenger Service Agent
COPA AIRLINES
03.2019 - 07.2020
Barista
UNIVERSAL STUDIOS
09.2018 - 12.2018
Shift Lead
STARBUCKS
07.2018 - 07.2019
Receptionist
BUSTAMANTE REAL ESTATE
03.2018 - 07.2018
Hostess
JUNIOR DINER
10.2017 - 03.2018
High School Diploma -
Colegio República de Venezuela
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