Mikaila Ortiz
Royal Palm Beach,FL
Overview
16
16
years of professional experience
Work History
OPERATIONS AGENT
SOUTHWEST AIRLINES
01.2014 - Current
- Maintained knowledge and adhered to all guidelines within Ground Ops Collective Bargaining Agreement.
- Enhanced on-time performance by 90% efficiently managing aircraft turnaround processes.
- Maintained accurate records of flight details, ensuring prompt updates were communicated to relevant parties.
- Provided comprehensive training to new Airport Operations Agents, fostering a skilled workforce capable of handling diverse tasks effectively.
- Managed over 500 irregular operations such as flight delays or cancellations proactively, minimizing negative impacts on passengers and overall operations.
- Liaised with air traffic control for coordinating over 100 daily take-offs, landings, gate assignments, and other essential activities vital for smooth airport functioning.
- Maintained strong working knowledge of airline policies related to ticketing, boarding and cargo handling procedures that contributed to smooth airport operations.
- Managed flight itinerary updates and communicated changes to appropriate air traffic control contacts to optimize movements and protect aircraft.
- Supported incident management efforts, contributing to swift resolution of issues and minimizing disruptions to airport operations.
CUSTOMER SUPPORT AND SERVICES REPRESENTATIVE
Southwest Airlines
01.2008 - 01.2014
- Managed over 1000 calls per day while maintaining a professional demeanor and ensuring timely issue resolution.
- Maintained accurate records of customer interactions, capturing essential data for analysis and improvement purposes.
- Identified opportunities for upselling products or services, driving revenue growth and business expansion.
- Contributed to process improvements by sharing feedback from customer interactions with management teams.
- Coordinated with various departments to resolve complex client issues effectively.
- Utilized CRM tools proficiently for efficient case management, tracking progress, and documenting resolutions.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Balanced multiple priorities simultaneously, managing diverse ranges of customer inquiries without compromising service quality.
Education
ASSOCIATES OF ARTS DEGREE - MASS COMMUNICATIONS
ATLANTA METROPOLITAN STATE COLLEGE
ATLANTA, GA05.2012
Skills
- Customer experience improvement
- Detail Oriented
- Positive attitude
- Time management
- Complaint resolution
- Communication skills
- Microsoft Word
- Microsoft Excel
- Microsoft Powerpoint
- Fluent in Spanish
Timeline
OPERATIONS AGENT
SOUTHWEST AIRLINES
01.2014 - Current
CUSTOMER SUPPORT AND SERVICES REPRESENTATIVE
Southwest Airlines
01.2008 - 01.2014
ASSOCIATES OF ARTS DEGREE - MASS COMMUNICATIONS
ATLANTA METROPOLITAN STATE COLLEGE