MIA RAMOS
Jacksonville,FL
Summary
PROFESSIONAL SUMMARY
Aviation and customer service professional with extensive experience supporting United Airlines operations in fast-paced, safety-sensitive airport environments. Proven experience in passenger service, gate and boarding operations, baggage services, irregular operations, passenger re-accommodation, and travel-document verification. Experienced frontline leader skilled in clear communication, conflict resolution, and maintaining a calm, professional presence during high-stress situations and operational disruptions. Strong background in aviation safety and security, emergency response, and coordination with flight crews, airport personnel, and cross-functional teams. Committed to delivering safe, caring, dependable, and efficient service while creating a positive experience for every customer.
Overview
3
3
Languages
9
9
years of professional experience
Work History
Customer Service Agent
United Airlines
Jacksonville, FL
06.2017 - Current
- Deliver high-quality passenger service in a fast-paced airport environment, managing 200+ daily interactions with professionalism and efficiency
- Verify travel documentation and ensure compliance with security and airline regulations
- Facilitate seamless check-in, boarding, and departure processes, contributing to on-time performance goals
- Provide personalized assistance to passengers with special needs, ensuring safety, comfort, and dignity
- Resolve complex passenger issues using strong problem-solving and de-escalation techniques
- Collaborate with cross-functional teams to maintain operational flow and safety standards
- Maintain thorough knowledge of airline procedures, safety protocols, and customer service standards
Customer Service Supervisor/Part time
Air Canada
Jacksonville, FL
06.2017 - 10.2024
- Supervised and coordinated a team of 10+ agents, optimizing workflow and service delivery
- Led daily briefings covering flight updates, safety priorities, and operational procedures
- Managed gate assignments and operational readiness using OPS systems
- Trained and coached team members on service excellence and safety compliance
- Supported ramp coordination and ensured accurate documentation (fuel slips and load instructions)
- Monitored performance metrics and ensured adherence to airline standards
Education
Associate of Arts - Human Resources Development
Florida State College At Jacksonville
Jacksonville, FL01-2012
Skills
- Passenger Experience Excellence
- Safety & Emergency Preparedness
- FAA Compliance Mindset
- Conflict Resolution & De-escalation
- Cabin Readiness Awareness
- Team Collaboration - Cultural Sensitivity
- Time-Critical Decision Making
- Boarding & Gate Operations
- Attention to Detail
Personal Information
Title: Aviation Customer Service Professional
Accomplishments
- Efficient Boarding Management: Oversaw on-time boarding for 95% of flights monthly.
- Team Satisfaction Excellence: Managed a 10-member team achieving 99% customer satisfaction score.
- Conflict Resolution Success: Resolved 300+ passenger conflicts monthly with 98% issue resolution rate.
- Passenger Check-In Improvement: Contributed to 15% improvement in passenger check-in experience.
LANGUAGES
- English fluent
- Spanish Native
- Italian Beginner
- Portuguese fluent
Languages
Spanish
Native/ Bilingual
Italian
Professional
Portuguese
Professional
Timeline
Customer Service Agent
United Airlines
06.2017 - Current
Customer Service Supervisor/Part time
Air Canada
06.2017 - 10.2024
Associate of Arts - Human Resources Development
Florida State College At Jacksonville