MIGUEL ANGEL MORENO QUIROZ
Overland Park,KS
Summary
Dynamic professional with a robust background in customer service and security, notably with Republic Airways and the Dominican Air Force. Excelled in enhancing customer satisfaction and safety compliance through critical thinking and effective communication. Skilled in emergency response and relationship management, achieving notable efficiency in high-stakes environments.
Overview
15
15
years of professional experience
Work History
Flight Attendant
Republic Airways
Indianapolis, IN
11.2022 - 11.2024
- Ensured aircraft and passenger compliance with policies, procedures, regulations and safety guidance.
- Resolved passenger situations during flight involving disorderly passengers and medical emergencies.
- Answered passengers' questions and provided solutions to issues arising during flights.
- Ensure safety and comfort of customers onboard aircraft.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Greeted passengers, assisted with carry-on baggage stowage, and delivered onboard announcements.
- Served beverages and food items from refreshment cart and provided information about in-flight offerings to passengers.
- Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
- Attended workshops and trainings in customer service, conflict resolution tactics and safety procedures to keep abreast of all new requirements and procedures.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats.
- Drove passenger satisfaction by answering questions and providing solutions to issues arising during flights promptly.
Problem Solver
Amazon
11.2019 - 11.2022
- Managed timely and effective replacement of damaged or missing products.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Cross-trained and provided back up for customer service managers.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Trained staff on operating procedures and company services.
- Trained new personnel regarding company operations, policies and services.
- Recorded actions taken, issues resolved and Type information to effectively manage customer accounts.
Gate Service Agent
Lufthansa Airlines, ISS
03.2020 - 06.2021
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Confirmed appointments, communicated with clients and updated client records.
- Answered central telephone system and directed calls accordingly.
- Resolved customer problems and complaints.
- Responded to inquiries from callers seeking information.
- Managed multiple tasks and met time-sensitive deadlines.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
- Prepared customer invoices, accepted payments and processed refund and cancellation requests.
Airport Security Inspector
Dominican Air Force
03.2015 - 02.2019
- Military
- Hardworking professional with 12 years of experience and a proven knowledge of back office operations, administrative support and customer service
- Aiming to leverage my abilities to successfully fill the flight attendant role at your company
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.Implemented and developed customer service training processes.Increased efficiency and team productivity by promoting operational best practices.Trained staff on operating procedures and company services.Increased efficiency and performance by monitoring team member productivity and providing feedback.Managed timely and effective replacement of damaged or missing products.Calculated correct order totals, updated accounts and maintained detailed records for inventory management.Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales
- Provided primary customer support to internal and external customers.Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.Provided information regarding charge accounts and loyalty programs.Answered customer telephone calls promptly to avoid on-hold wait times.Responded to customer requests for products, services and company information.Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.Offered advice and assistance to customers, paying attention to special needs or wants.Educated customers about billing, payment processing and support policies and procedures.Answered constant flow of customer calls with minimal wait times.Responded proactively and positively to rapid change.Delivered prompt service to prioritize customer needs.Investigated and resolved customer inquiries and complaints quickly.Sought ways to improve processes and services provided
- Answered central telephone system and directed calls accordingly.Managed multiple tasks and met time- sensitive deadlines.Confirmed appointments, communicated with clients and updated client records.Aggregated and prepared documentation and reports for office meetings, distribution and filing.Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.Answered and quickly redirected large volume of calls on central system.Sorted, received and distributed mail correspondence between departments and personnel.Directed incoming calls to internal personnel and departments, routing to best-qualified department.Kept reception area clean and neat to give visitors positive first impression.Monitored premises, screened visitors, updated logs and issued passes to maintain security.Resolved customer problems and complaints.
- Interacted with public to give directions, explain rules and regulations and respond to inquiries.
- Operated x-ray machines, hand wands and advanced imaging technology to conduct screening of passengers and baggage.
- Adhered to strict screening techniques and procedures while conducting human screenings.
- Maintained awareness and focus to identify potentially life-threatening objects or weapons of mass destruction.
- Discretely observed behavior and demeanor of travelers and staff to screen for suspicious actions.
- Conducted bag searches and performed pat-downs of passengers to maintain secure, safe premises.
- Operated X-ray screening machines and tools to screen people, containers and personal belongings for potential hazards and weapons.
- Attended daily briefings with supervisors to discuss issues with security screening processes.
- Used explosive detection machines and chemical swab systems to identify potential hazards.
- Engaged in casual conversations with individuals to assess and analyze behaviors.
- Performed target searches on individuals exiting screening equipment to detect prohibited and dangerous items.
- Identified and challenged potentially unauthorized individuals for screening and detention in order to prevent access to restricted areas.
- Identified potential airport, rail and mass transit security concerns and completed more in-depth checks as part of investigation.
- Operated scanning equipment to view internal structures of luggage, purses and other bags to check for prohibited items.
- Trained repeatedly on active shooter response strategies to prepare for potential security breaches.
Customer Service Agent
Centro 3K
03.2010 - 02.2015
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
Education
Associate of Applied Science - Nursing Candidate
Renton Technical College
Renton, WA01.2025
Nursing Assistance CNA Training Divine - Nursing
Divine CNA School
Seattle, WA01.2020
Skills
- Entered customer interaction details in sales system to track requests, document problems and record solutions
- Offered Provided primary customer support to internal and external customers Contacted customers to return
- Routine and general calls promptly Educated customers on company systems, form completion and access to
- Services Adapted to new applications and maintained knowledge of current technologies Enhanced
- Productivity by staying on top of call scripts and maintaining control over direction of conversations
- Companionship and emotional support
- Professional telephone demeanor
- Supporting personal needs
- Responding to emergencies
- Feeding assistance expert
- Computer literate
- Recording vital signs
- Listening
- Leadership
- First aid
- Detail oriented
- Customer Service
- Service-oriented
- Inbound and Outbound Calling
- Efficient
- Public Interaction
- Aircraft Safety Checks
- Adult AED and CPR
- Pre-Flight Briefings
- Verbal and Written Communication
- Coaching and Training
- Takeoff Instructions
- Active Learning
- Cleanliness and Sanitation
- Storage Procedures
- Baggage Handling
- Aircraft Emergency Reports
- Critical Thinking
- Relationship Management
- Microsoft Word
- Administer First Aid
- Guest Services
- Federal Guidelines
- Food and Beverage Service
- Crew Resource Management
- Issue Resolution
- Crew Coordination
- Company Guidelines
- Safety Regulation Compliance
- PA Systems
- Schedule Management
- Evacuation Procedures
- Company Policy Adherence
- Company Culture and Values
- Crew Direction
- Aviation Regulations
- Aircraft Operations Support
- Boarding Coordination
- Cleanliness and sanitation
- Administrative tasks
- Time management
- Airline operations
- Boarding coordination
- Meal service
- Adaptability and flexibility
Accomplishments
- Emergency Situations Management
- Critical Thinking
- Microsoft Office
- Passenger Care
- Passenger Interaction
- ERC EMERGENCY RESPONSE
- DGR CABIN CREW, PASSENGER HANDLING AND
- SECURITY PERSONNEL IATA
- SMS SAFETY MANAGEMENT SYSTEM
- AVIATION SECURITY
- MICROSOFT OFFICE
- CPR & FIRST AID EMERGENCY CANDIOVASCULAR
- CARE
- Spanish
- Native
- English
- Fluent
Languages
Spanish
Timeline
Flight Attendant
Republic Airways
11.2022 - 11.2024
Gate Service Agent
Lufthansa Airlines, ISS
03.2020 - 06.2021
Problem Solver
Amazon
11.2019 - 11.2022
Airport Security Inspector
Dominican Air Force
03.2015 - 02.2019
Customer Service Agent
Centro 3K
03.2010 - 02.2015
Associate of Applied Science - Nursing Candidate
Renton Technical College
Nursing Assistance CNA Training Divine - Nursing
Divine CNA School
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