Mario Alejandro Mesa Fleitas
Miami,FL
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Helpful Flight Attendant dedicated to safety and customer service. Offers assistance with personable attitude to make flights enjoyable. Knowledgeable and polished with strong interpersonal skills.
Overview
15
15
years of professional experience
10080
10080
years of post-secondary education
Work History
Senior Flight Attendant
WAA
01.2024 - Current
- Ensured safety and comfort of customers onboard aircraft.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Resolved passenger conflicts and medical emergencies during flights.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Answered passenger questions and provided solutions to issues arising during flights.
- Served as brand ambassador for the airline company at various events, promoting positive image among stakeholders within the industry.
Customer Service Representative Supervisor
Gallo Travel
Miami, FL
03.2021 - 11.2024
- Conducted regular performance reviews with team members to identify areas of improvement in customer service skills.
- Supervised team of Customer Service Representatives to ensure effective customer service and adherence to departmental policies.
- Developed strategies for improving customer relations, such as creating a customer loyalty program and using customer feedback surveys.
- Provided training and coaching on product knowledge, sales techniques, customer communication and problem resolution.
- Recruited, hired and trained new Customer Service Representatives according to company policy.
- Ensured that all Customer Service Representatives had the necessary tools and resources needed to perform their job duties effectively.
Airport Manager
American Airlines
01.2016 - 04.2021
- Developed and implemented airport safety protocols to ensure compliance with federal regulations.
- Formulated strategies for long-term improvement of airport operations and services.
- Managed daily operations of the airport, including air traffic control, security, baggage handling and passenger services.
- Coordinated with airlines to ensure on-time departures and arrivals.
- Ensured all staff members adhere to established safety standards in accordance with FAA regulations.
- Performed regular inspections of runways, taxiways and other areas of the airport facility to identify potential hazards or malfunctions.
- Negotiated contracts with vendors providing goods or services to the airport facility.
- Provided leadership guidance and direction for a team of aviation professionals working at the airport.
Airport Customer Service Agent
American Airlines
01.2013 - 08.2016
- Greeted passengers upon arrival and departure, providing ticketing assistance and general information.
- Assisted with baggage check-in and tagging for customers.
- Provided customer service to travelers in the form of answering questions, resolving complaints, and providing directions.
- Ensured accurate completion of passenger documentation such as tickets, boarding passes, customs forms.
- Verified identification documents such as passports or driver's licenses.
- Coordinated with airlines regarding flight schedules and other travel-related issues.
- Maintained cleanliness of assigned work area at all times including counters, floors, walls, windows.
- Managed communication between airline personnel and customers in a professional manner.
- Responded quickly to emergency situations by following appropriate protocols.
- Operated various computer programs related to customer service operations.
- Resolved conflicts between passengers using effective interpersonal skills.
Airline Customer Service Agent
ECASA
12.2009 - 01.2013
- Greeted passengers and provided information about departure and arrival times.
- Assisted customers with ticketing, seating, and baggage handling requirements.
- Provided assistance to passengers with special needs such as wheelchairs or unaccompanied minors.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Processed various forms of payment and applied travel vouchers to help customers obtain tickets.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
Education
Complaint Resolution Official - Complaint Resolution Aviation Industry
American Airlines
Operation Initial Training - Air Operations.
American Airlines
Airport Customer Service - Airport Customer Services
American Airlines Training Center
GSC - Ground Security Coordinator
American Airlines
Accounting / Business -
IPE HERMANOS HERRADAS
Skills
Conflict Resolution
Flexible and Adaptable
Analytical Thinking
Fluent in Español
Decision-Making
Leadership
Customer Relations
Exceptional communication
Verbal and written communication
Timeline
Senior Flight Attendant
WAA
01.2024 - Current
Customer Service Representative Supervisor
Gallo Travel
03.2021 - 11.2024
Airport Manager
American Airlines
01.2016 - 04.2021
Airport Customer Service Agent
American Airlines
01.2013 - 08.2016
Airline Customer Service Agent
ECASA
12.2009 - 01.2013
Complaint Resolution Official - Complaint Resolution Aviation Industry
American Airlines
Operation Initial Training - Air Operations.
American Airlines
Airport Customer Service - Airport Customer Services
American Airlines Training Center
GSC - Ground Security Coordinator
American Airlines
Accounting / Business -
IPE HERMANOS HERRADAS
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