Miriam Oquendo

JetBlue Airlines

07.2014 - Current

Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
Enhanced team performance by conducting regular training sessions and offering constructive feedback.
Updated internal resources regularly to keep information current for both agents and customers alike, ensuring continued relevance in an ever-changing industry landscape.
Mentored new hires, resulting in stronger staff development and increased productivity.
Coached employees on best practices, providing constructive feedback to support their professional growth.
Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
Provided coaching and mentoring to employees.
Analyzed training data to identify trends and areas for improvement, leading to more targeted training efforts.
Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
Facilitated the boarding process for passengers, maintaining an organized and efficient environment.