Mario Morales
Miami
Summary
Passenger Service Agent with proven expertise at Swissport and Triangle, excelling in check-in processing and customer relationship management. Recognized for delivering exceptional service and resolving conflicts effectively, ensuring seamless travel experiences. Bilingual in English and Spanish, I thrive in fast-paced environments, consistently prioritizing passenger satisfaction and operational efficiency.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Passenger Service Agent
Triangle Services
Miami
01.2025 - 02.2026
- Contributed to fast-paced airport operations by efficiently handling check-in for domestic and international flights, verifying passenger documentation, issuing boarding passes, and processing reservations/changes.
- Provided tailored customer service by assisting passengers with inquiries, special requests, seat assignments, baggage acceptance, excess charges, and issue resolution, facilitating smooth departures and arrivals.
- Coordinated boarding processes and collaborated with gate and flight crews to ensure compliance with airline, TSA, and security regulations while prioritizing on-time performance and enhancing passenger satisfaction.
Passenger Service Agent
Swissport
Miami
10.2022 - 09.2023
- Delivered exceptional customer service to Emirates passengers, providing friendly assistance and thorough answers to inquiries.
- Operated Emirates check-in system and MACS system, facilitating check-in for up to 80 passengers per flight.
- Led team of seven agents as Flight Controller and Gate Lead, ensuring efficient flight operations.
Line Tender
UPS
Miami
11.2018 - 05.2021
- Oversaw a high-speed conveyor belt line, removing any packages that did not belong and rearranging packages to prevent stoppages or mis-scans.
Server/Waiter
P.F. Chang’s
Miami
07.2016 - 02.2017
- Demonstrated upselling skills by having averaged the highest number of sales.
- Maintained professional efficiency in shifts that can last up to 14 hours with a break.
Runner/Bar Back
P.F. Chang’s
Miami
04.2015 - 07.2016
- Exhibited dexterity by handling hot trays of food safely to dining tables.
- Maintained a well-stocked bar and ensured the area was sanitary and presentable while also having assisted with guests ordering food/drinks at the bar itself.
Kitchen Porter
Cinebistro
Miami
04.2015 - 04.2015
- Loaded plates into industrial dishwasher and assisted kitchen staff with moving heavy objects.
Education
BA - Philosophy
Florida International University
Miami, FL05-2023
Skills
- English
- Spanish
- Check-in processing
- Customer relationship management
- Conflict resolution
- Effective communication
- Customer service
- Record keeping
Certification
- Certificate in Law, Ethics & Society
- Certificate in Pre-Law Skills and Professional Values
Awards
05/01/23, Phi Sigma Tau Philosophy Honor Society, Recognized for maintaining an A average in philosophy
Languages
- English
- Spanish
Test Scores
164 LSAT
Timeline
Passenger Service Agent
Triangle Services
01.2025 - 02.2026
Passenger Service Agent
Swissport
10.2022 - 09.2023
Line Tender
UPS
11.2018 - 05.2021
Server/Waiter
P.F. Chang’s
07.2016 - 02.2017
Runner/Bar Back
P.F. Chang’s
04.2015 - 07.2016
Kitchen Porter
Cinebistro
04.2015 - 04.2015
BA - Philosophy
Florida International University