Marie Dayag
Customer Service
Las Vegas,NV
Summary
Experienced aviation professional specializing in passenger support and airline operations. Skilled in resolving challenges and enhancing travel experiences through hospitality and safety-focused service. Committed to delivering memorable journeys from takeoff to landing.
Overview
8
8
years of professional experience
Work History
Customer Care Representative
Southwest Airlines
Las Vegas
02.2023 - Current
- Delivered exceptional customer service via phone, email, and digital communication channels while maintaining Southwest's customer-first culture.
- Resolved customer concerns with empathy and effective solutions.
- Handled high-volume customer interactions while maintaining service quality.
- De-escalated challenging situations by employing effective communication techniques.
- Consistently met performance and quality standards.
- Maintained accuracy and attention to detail.
- Adjusted promptly to evolving operational procedures.
- Protected confidential customer information.
- Collaborated with cross-functional teams.
Customer Service Trainer
Swickard Auto Group
Las Vegas
05.2021 - 01.2023
- Trained team members on customer service procedures.
- Coached employees on scheduling service appointments to enhance customer satisfaction.
- Developed employees’ communication and customer care skills.
- Resolved customer concerns professionally.
- Maintained high customer experience standards through consistent service delivery.
- Monitored service appointment accuracy and quality.
- Collaborated with service teams to improve workflow.
- Promoted consistent customer service practices to streamline operations.
- Provided guidance on dealership processes and procedures.
Lufthansa and Swiss Airlines Customer
Star Alliance, Hallmark Aviation
San Francisco
01.2019 - 05.2021
- Coordinated boarding and gate operations.
- Operated the passenger boarding bridge (jet bridge).
- Managed flight rebookings during delays and cancellations, minimizing passenger inconvenience.
- Provided personalized face-to-face customer service, enhancing passenger satisfaction.
- Communicated flight updates and gate changes.
- Resolved passenger concerns professionally.
- Collaborated with flight crews and airport teams.
- Ensured compliance with safety and security procedures.
- Provided assistance to passengers with various inquiries and needs. with special service requests.
Education
High School Diploma -
Del Sol Academy of Performing Arts
Las Vegas06-2016
Some College (No Degree) - Business Administration
Chabot College
Hayward, CACertificate Project Management -
Coursera
Las Vegas, NVCertified 68 Words Per Minute -
CalCareers
San Mateo, CASkills
- Exceptional Customer Service
- Conflict Resolution & De-escalation
- Passenger Assistance
- Airline Operations & Boarding Procedures
- Passenger Safety & Security Awareness
- Communication & Team Collaboration
- Adaptability in Fast-Paced Environments
Affiliations
- Southwest Airlines Volunteer Experience
Participated in Southwest Airlines volunteer opportunities and community service initiatives when available.
Supported company outreach efforts by contributing time, teamwork, and customer-focused service.
Represented Southwest Airlines’ values through professionalism, compassion, and a commitment to helping others.
Collaborated with employees and community members to create positive experiences and meaningful connections.
Timeline
Customer Care Representative
Southwest Airlines
02.2023 - Current
Customer Service Trainer
Swickard Auto Group
05.2021 - 01.2023
Lufthansa and Swiss Airlines Customer
Star Alliance, Hallmark Aviation
01.2019 - 05.2021
High School Diploma -
Del Sol Academy of Performing Arts
Some College (No Degree) - Business Administration
Chabot College
Certificate Project Management -
Coursera
Certified 68 Words Per Minute -
CalCareers