Marquela I. Higgins
Crestview,Florida
Summary
Dynamic leader with a proven track record at Copa Airlines, enhancing team efficiency and increasing organizational satisfaction from 62% to 80%. Expert in Microsoft Office and basic SQL, showcasing exceptional problem-solving abilities and effective communication. Skilled in transforming challenges into solutions, demonstrating adaptability and a strong work ethic.
Overview
20
20
years of professional experience
Work History
Front Desk Agent
Baymont Inn And Suites Hotel
Crestview, FL
10.2024 - Current
- Perform all check-in and check-out tasks
- Manage online and phone reservations.
- Address customer concerns, issues, or complaints and escalate as necessary.
- Maintain updated records of bookings and payments.
- Perform general office duties, booking reconciliation, housekeeping daily assignments, maintenance schedule tracking, supplies inventory, creation and updates procedures and policies, and creation of system user guide.
CRC Schedule Analyst
Copa Airlines
01.2018 - 01.2021
- Management and publication of Copa Airlines itineraries
- System tables management to control schedules and aircraft configuration
- Generate affected passenger lists and coordinate flight protection
- Keep updated schedules database for Tocumen Airport
- Develop initiatives to improve scheduled deliveries
- Increase the percentage of updated itineraries requested by the global travel data providers from 95% to 99%
CRC Coordinator
Copa Airlines
01.2015 - 01.2017
- Manage a team of 6 direct reports and rotative analysts
- Create and manage team schedules, vacations, and payroll
- Evaluate performance and provide feedback
- Set individual annual objectives and follow up on the progress
- Develop initiatives to improve the deliveries efficiency
- Train new hires
- Increase organizational satisfaction survey from 62% to 80%
CRC Acting Coordinator
Copa Airlines
01.2013 - 01.2015
- Manage a team of 4 direct reports, Codeshare, Firmashares, and Schedules team
- Manage deadlines and progress to ensure tasks were delivered on time
- Develop strategies to optimize team performance
- Organize and participate in stakeholder meetings to outline upcoming projects
- Hold weekly meetings with the team to follow up on tasks and progress
- Organize and reduce the maximum delivery time of flight publications during the pandemic from 10 to 5 days
- Train new hires
- Develop initiatives to keep a good work environment
CRC Firmashares Analyst
Copa Airlines
Panama, Panamá
01.2010 - 01.2013
- Share Reservation system and Payment Card Industry system administration (manage user permissions)
- Ensure security access controls through system table management
- Coordinate with IT, Audit, and Compliance Departments to ensure appropriate system controls
- Improve the audit automation process
- Provide advice and training to end users
CRC Control Flight Agent
Copa Airlines
01.2007 - 01.2010
- Interact with customers to create, modify, sell, or cancel flight bookings
- Troubleshoot problems and drive solutions
- Escalate unresolved issues to internal teams
- Manage irregular operations (flight cancellations, flight rescheduling, and coordination of passenger protection on the system)
- Create irregular operations and forecast flight sales reports
- Management, follow-up, and resolution of Copa Airlines and Partner's booking issues
- Run fares publication process of the Pricing Department
Telephone Booking Sales Agent for Copa Airlines
Call Center Corporation
01.2005 - 01.2007
- Interact with customers to create, modify, sell, or cancel flight bookings
- Troubleshoot problems and drive solutions
- Escalate unresolved issues to internal teams
- Manage irregular operations (flight cancellations, flight rescheduling, and coordination of passenger protection on the system)
- Create irregular operations and forecast flight sales reports
- Management, follow-up, and resolution of Copa Airlines and Partner's booking issues
- Run fares publication process of the Pricing Department
Education
Diploma - Logistic, Trade and International Transportation
Istmo University
01.2023
Bachelor's Degree - Bilingual Secretarial Management
Panama University
01.2006
Technician - Bilingual Secretarial Management
Panama University
01.2004
Skills
- Interpersonal skills
- Effective communication
- Teamwork
- Leadership experience
- Problem-solving abilities
- Work ethic
- Time management
- Adaptability
- Microsoft Office package
- Basic Power BI
- Basic SQL
- Teams app
- Customer service
Awards
- Tú Haces La Diferencia, 01/01/13, Copa Airlines
- The Best Customer Service Employee, 01/01/07, Call Center Corporation
Volunteer Experience
- Deliver a Portuguese course, 01/01/19, 3 months, for more than 60 students
- World Youth Day Panama, Pilgrim Reception Coordinator, 01/01/19
- Retreats coordination in Panama, ACTS Missions Texas, 01/01/18 - 12/31/19
- Social Personal Program, Iluminando Rostros, 01/01/07 - 12/31/18
References
- Elizabeth D. Tylisz, +219 229-5679, etylisz52@gmail.com
- Karoline Ledezma, +214 549-5439, karoline.ledesma@gmail.com
- Irma Vinton, +830 334-7053, mimavinton1950@gmail.com
Languages
- Spanish
- English
- Portuguese
Coursesandseminars
- Excel program, Smart Academy, 2024
- Preventing Human Trafficking, 2023
- SynXis Property Hub - Hotel Reservation System, 2023
- SynXis Property Hub Reporting Best Practices, 2023
- SynXis Property Hub Reporting Night Audit, 2023
- Data Analysis, Google and Coursera, 2023
- English Course, Level 4, San Antonio University, Texas, 2022
- Advanced Portuguese Course, Sady Dominguez Traductores, 2022
- English Full Time with Stefanie Klenner, 2022
- Cultural Immersion in Portugal and the United States, 2021-2022
- Public Speaking Program, 01/01/21, Capacitate Institute Argentina, 2021
- Power BI Course, 2021
- Microsoft Office 365, 16hrs, 2022
- Online Portuguese Course for Teachers, 20hrs, Madrid, 2020
- Seminar: Conflict management, 2018
- Seminar: Work based on priorities, 2018
- Seminar: Success time despite the changes, 2017
- Seminar: Seven Habits, 2013
- Portuguese Basic and Intermediate Program, 80hrs, Brasil Embassy in Panamá, 2013
- English Course for Cruises Industry, 6 months, INADEH, 2005
- Marine Basic Course, 1 month, INADEH, 2005
- Computer Course, 3 months, Professional Computer Institute, 2005
- Shares Booking System Course, 45 days, Copa Airlines, 2005
- Customer Service Culture course, 5 days, 2005
Accomplishments
2013 | Copa Airlines |Tú Haces La Diferencia
Recognition for the excellent management and results obtained in the last 4 months of the year in the flight operations and Firmashares area.
2007 | Call Center Corporation | The Best Customer Service Employee
Increased customer satisfaction scores and reduced customer complaints.
Languages
Spanish
Native/ Bilingual
English
Professional
Portuguese
Limited
Affiliations
Volunteer Work
2019 | Deliver a Portuguese course for 3 months for more than 60 students.
2019 | World Youth Day Panama, Pilgrim Reception Coordinator.
2019 - 2019 | Retreats coordination in Panama with ACTS Missions Texas.
2007 - 2018 | Social Program called: Iluminando Rostros.
Timeline
Front Desk Agent
Baymont Inn And Suites Hotel
10.2024 - Current
CRC Schedule Analyst
Copa Airlines
01.2018 - 01.2021
CRC Coordinator
Copa Airlines
01.2015 - 01.2017
CRC Acting Coordinator
Copa Airlines
01.2013 - 01.2015
CRC Firmashares Analyst
Copa Airlines
01.2010 - 01.2013
CRC Control Flight Agent
Copa Airlines
01.2007 - 01.2010
Telephone Booking Sales Agent for Copa Airlines
Call Center Corporation
01.2005 - 01.2007
Diploma - Logistic, Trade and International Transportation
Istmo University
Bachelor's Degree - Bilingual Secretarial Management
Panama University
Technician - Bilingual Secretarial Management
Panama University
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