NICOLE IBARRA
San Salvador
Summary
Passionate about aligning leadership practices with the core beliefs of the Delta brand. Striving to cultivate a growth mindset that fuels personal and team development. Focused on defining and enhancing personal brand as a leader, committed to improving emotional intelligence to navigate personal and team dynamics effectively. Hone effective communication skills to excel in coaching and mentoring others to foster growth and development. Embracing the art of providing constructive feedback and receiving it gracefully, dedicated to continuous improvement in all aspects of leadership.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Red Coat
Delta Air Lines
03.2021 - Current
- Leadership skills to guide our agents to perform their daily duties.
- Invoicetworks duties for station invoices.
- Prepare stations sales closeout.
- Ground security coordinator, GSC (certified in Atlanta, GA)
- Complaint resolution officer (CRO)
- Team Management and teamwork skills
- Provide excellent customer service.
- Payroll duties
- Schedule programming
- Ticketing training
- Train people on new procedures (Ramp, operations)
- TDY (Puerto Rico/Ecuador)
- LDD agent
- Aircraft loading agent (ALA)
- Aircraft parts inventory
- Manual revisions for audit purposes.
- Brand Ambassador 2024 and recently awarded 2025.
- Chairman’s Club nominee 2023.
- Hospitality from the heart course facilitator. (Delivered training locally to our team members and also SAP, RTB and PTY)
Supervisor
CashApp
08.2020 - 03.2021
- Payroll duties
- Reporting daily and on a weekly basis teams KPIs
- Coachings to improve metrics per agent.
- Constant training sessions for new procedures.
- Recruitment duties when needed for new hires.
Red Coat
Delta Air Lines
11.2017 - 08.2020
- Leadership skills.
- Prepare stations sales closeout.
- Ground security coordinator (certified in Atlanta, GA)
- Complaint resolution officer
- Team Management and teamwork skills
- Provide excellent customer service.
- Payroll duties
- Schedule programming
- Ticketing training
- Train people on new procedures (Ramp, operations)
- TDY (Puerto Rico/Ecuador)
- Operations agent
- Aircraft loading agent
- Aircraft parts inventory
- Manual revisions for audit purposes.
Airport Customer Service Agent
Delta Air Lines (AirSupport)
11.2015 - 12.2017
- Provided information about flights.
- Passenger check in through SNAPP, DL Term, kiosk.
- Analyzed the customer’s needs and made recommendations.
- Provided excellent customer service.
- Contributed to team efforts by accomplishing related results and goals.
- Full Flight operations training LLD and ALA (aircraft loading agent)experience.
- Gate agent and determined to follow security procedures and expedite boarding process to ensure on time flights.
- Ticketing training in Atlanta (June 2016th)
- Baggage service agent
Supervisor
Copa Airlines
01.2017 - 10.2017
- Leadership skills to handle multiple flight operations.
- Prepare stations sales closeout.
- Team Management and teamwork skills
- Provide excellent customer service.
- Payroll duties
- Schedule programming
- Weekly self-audits process for the airlines security control
- Ticketing training in Panama.
- Train people on new procedures.
Customer Service Agent
Telus International
07.2010 - 11.2015
- Provided information on new products
- Attract potential customers
- Analyzed customers needs and made recommendations
- Provided accounts payable services for clients
- Contributed to team efforts by accomplishing related results and goals
- Used telephone, chat & email support
- Troubleshooted and problem solved conflicts in software
- Analyzed customers needs and made recommendations
Customer Service Agent
FedEx
08.2008 - 07.2010
- Provided information on new products
- Assisted customers with package tracking and pickups
- Investigated and resolved customer complaints
- Contributed to team efforts by accomplishing related results and goals
- Provided advice to clients regarding shipment rates.
Education
Major - Business Administration Related To Tourism
Universidad Dr. José Matías Delgado
04-2019
High School Diploma - undefined
Colegio Salvadoreño Ingles
01.2008
Skills
- Strong adaptability in fast-paced airport settings
- Flexibility in working hours and professional outlook towards the job
- Effective prioritization skills
- Excellent communication and interpersonal skills
- Proficient in English and Spanish
- Facilitator for company courses
- Event coordination
- Analytical
Certification
ONE L (Our next extraordinary leaders) 2025
LANGUAGES
English Advanced
Spanish Native
Timeline
Red Coat
Delta Air Lines
03.2021 - Current
Supervisor
CashApp
08.2020 - 03.2021
Red Coat
Delta Air Lines
11.2017 - 08.2020
Supervisor
Copa Airlines
01.2017 - 10.2017
Airport Customer Service Agent
Delta Air Lines (AirSupport)
11.2015 - 12.2017
Customer Service Agent
Telus International
07.2010 - 11.2015
Customer Service Agent
FedEx
08.2008 - 07.2010
High School Diploma - undefined
Colegio Salvadoreño Ingles
Major - Business Administration Related To Tourism
Universidad Dr. José Matías Delgado
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