Marivel Garza
Harlingen,TX
Summary
Experienced with team management. Skilled in scheduling, conflict resolution, staff training, and operational management. Known for reliability and adaptability to changing demands. Utilize effective communication and organizational skills to ensure smooth operations.
Overview
8
8
years of professional experience
Work History
Duty Supervisor
Southwest Airlines
Harlingen, TX
04.2024 - Current
- Supervised daily operations, ensuring compliance with safety regulations and company policies.
- Trained and mentored team members on customer service excellence and operational procedures.
- Coordinated scheduling and staffing to optimize workflow during peak travel periods.
- Implemented process improvements, enhancing efficiency in baggage handling and boarding procedures.
- Monitored performance metrics, to improve team performance
- Partnered with the Training Department to ensure employees maintain compliance with all required training, contributing to operational readiness, safety and regulatory compliance.
Customer Service Agent
Southwest Airlines
Harlingen, Texas
03.2022 - 03.2024
- Resolve customer concerns, including tracing lost, delayed, misdirected baggage and damaged bags.
- Deliver exceptional Southwest hospitality to bolster strong relationships and build positive experiences.
- Achieve customer satisfaction by investigating and resolving reservation issues during irregular operations.
- Create new reservations and rebooking.
- Help new employees maneuver through irregular ops and complicated reservations so they feel confident and knowledgeable when the situation arises again.
Operations Agent
Southwest Airlines
Austin, Texas
10.2018 - 03.2022
- Was part of the OPS Suite Beta Team. First to implement the new program in practice and provided feedback. Was able to help my coworkers during the transition and become a resource.
- Upheld strict safety and security standards to protect passengers and aircraft. Followed airport policies, FAA regulations and TSA requirements for passengers and carryon.
- Distributed luggage to aircraft and checked bags where possible to alleviate cabin space concerns.
- Coordinated communications and operations activities between air traffic control, ramp agents, customer service, dispatch and crew.
- Preplanned and finalized weight and balance, for fuel, commodities, and passengers to ensure for a safe flight.
Ramp Agent
Southwest Airlines
Austin, Texas
01.2018 - 09.2018
- Loaded, unloaded and transported passengers' baggage to transfer flight and baggage claim.
- Checked, transferred and sorted cargo at loading and unloading.
- Maintained complete ramp safety and security with full implementation of safety procedures and station policies.
Skills
- Problem Resolution
- Security Regulations
- Task delegation
- Adaptability and Flexibility
- Staff training and development
- Operational efficiency
- Policy enforcement
- Employee relations
Languages
Spanish
Timeline
Duty Supervisor
Southwest Airlines
04.2024 - Current
Customer Service Agent
Southwest Airlines
03.2022 - 03.2024
Operations Agent
Southwest Airlines
10.2018 - 03.2022
Ramp Agent
Southwest Airlines
01.2018 - 09.2018