Summary
Overview
Work History
Education
Skills
References
Languages
Timeline
Generic

Neishla Peguero

Roselle

Summary

Dynamic customer service professional with extensive experience at Hallmark Aviation, excelling in conflict resolution and team leadership. Proven expertise in ticketing systems and centralized load control, enhancing operational efficiency and passenger satisfaction. Recognized for implementing effective solutions during irregular operations, ensuring seamless service delivery and maintaining high standards of customer care. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

8
8
years of professional experience

Work History

Customer Service Agent/Senior Supervisor-Duty Manager/Supervisor

Hallmark Aviation
01.2017 - Current
  • Check in passengers, book passenger tickets, rebook/reroute passengers during irregular operations.
  • Handle cash/credit card transactions.
  • Board passengers at the gate, visa verification and printing out of pilots/crew final paperwork before aircraft push.
  • Deal with customer problems arising from flight delays, cancellations, excess baggage and denied boarding.
  • Adhere to DOT/FAA regulations.
  • Loading/Planning details for flight operations.
  • Perform central load planning for outbound flights.
  • Proven LEADERSHIP abilities and Organizational skills.
  • Plan a roster and monitoring work schedules.
  • Ensure that account operates according to schedule and service level agreements.
  • Interview for new hires.
  • Led day-to-day terminal operations with a strong focus on resource allocation, team productivity, punctuality, professional grooming, and adherence to customer service standards.
  • Supervised and delegated tasks across operational teams, ensuring seamless service delivery and compliance with company policies and procedures.
  • Proactively addressed and resolved operational challenges, ensuring minimal disruption and efficient solutions.
  • Monitored employee performance, identified training needs, and implemented development initiatives to enhance efficiency and service quality.
  • Enforce safety, security, and grooming standards.
  • Performed these duties for Emirates Airlines, Aer Lingus, and Avianca.

Airport Service Agent

Emirates
Orland
12.2022 - 06.2023
  • Provide assistance to passengers on arrival and departure, ensuring high quality and professional passenger service is maintained at all times.
  • Assist in the preparation and completion of pre and post flight documentation and statistical information to ensure all data is accurately accounted for.
  • Assist in dealing with problems such as delays, disruptions, excess baggage or denied boarding including implementation of 'Options' within the guidelines provided by the Senior Staff on Duty in order to retain Passenger confidence and loyalty.
  • Also ensure eligible passengers are provided with accommodation and transport as per applicable procedures.
  • Respond to queries, complaints and claims in an efficient and timely manner in order to restore passenger confidence.
  • Assist with enquiries from CASA and other authorities.
  • Admin Accountabilities (back office duties).
  • Assisted with check-in process for departing flights including verifying passenger identification and processing ticketing requests.
  • Ensured that only authorized personnel had access to secure areas within the airport.

Education

Diploma -

John E. Dwyer Technology Academy
Elizabeth, NJ
01.2016

Skills

  • World-tracer
  • Sabre
  • ASConnect
  • Amadeus
  • Astral
  • Centralized Load Control
  • Customer service
  • Ticketing systems
  • Team leadership
  • Performance monitoring
  • Conflict resolution
  • Passenger assistance
  • Flight operations

References

Available upon request.

Languages

  • Spanish
  • English

Timeline

Airport Service Agent

Emirates
12.2022 - 06.2023

Customer Service Agent/Senior Supervisor-Duty Manager/Supervisor

Hallmark Aviation
01.2017 - Current

Diploma -

John E. Dwyer Technology Academy

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