NICOLE RODRIGUEZ
Denver,CO
Summary
Energetic professional successful at motivating and building positive team dynamics to accomplish aggressive goals. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success. Reliable and dedicated team player ready to apply a multitude of aviation experience to a new role with room for growth and advancement.
Overview
5
5
years of professional experience
Work History
Passenger Service Duty Manager
Menzies Aviation
Denver, Colorado
06.2024 - Current
- Developed and implemented strategies to improve customer experience, on-time performance, and revenue gathering.
- Assisted in managing the station MBR and overall revenue goals.
- Scheduled and organized daily shift rotations for a team of up to 15 employees.
- Ensured adherence to health and safety regulations throughout the premises.
- Investigated customer complaints in a timely manner, resolving issues efficiently.
- Liaised with other departments to ensure seamless operations across the organization.
- Managed disciplinary processes for employees who failed to adhere to company policies or procedures.
- Delegated tasks appropriately amongst team members according to individual skillsets.
Passenger Service Supervisor
Menzies Aviation
Orlando, Florida
01.2023 - 06.2024
- Provided guidance and support to junior staff members when needed, helping them develop their skillsets over time.
- Checked documents of passengers against airline policies prior to boarding flights or entering restricted areas of the airport terminal.
- Investigated discrepancies in tickets or baggage claims reported by customers or airlines personnel.
- Managed emergency situations such as medical emergencies or flight delays and cancellations according to established protocols.
- Performed Ground Security Coordinator and Complaint Resolution Official duties.
- Prioritized positive customer experiences while maintaining on-time performance and meeting revenue goals.
Passenger Service Trainer
Spirit Airlines Inc.
Orlando, Florida
05.2022 - 01.2023
- System trained and motivated employees to provide exceptional customer care and support
- Monitored security and maintained operational protocols
- Conducted training sessions for new service staff on product knowledge and customer service policies.
- Developed comprehensive training materials, including manuals, handbooks, PowerPoint presentations and interactive activities.
- Analyzed employee performance data to identify areas requiring additional instruction or improvement.
- Monitored the progress of trainees by providing feedback on job-related tasks.
Office Receptionist
Greater Orlando General Services
Orlando, Florida
02.2022 - 08.2022
- Confirmed appointments, communicated with clients, and updated client records.
- Responded to inquiries from callers seeking information.
- Scheduled and confirmed appointments and meetings.
- Answered central telephone system and directed calls accordingly.
- Assisted with data entry tasks such as entering customer orders into database systems.
- Ordered office supplies when necessary to ensure adequate inventory levels were maintained.
Passenger Service Agent
Copa Airlines
Orlando, Florida
03.2021 - 01.2022
- Provided a high level of customer service to each and every passenger.
- Manage online booking inquiries and assist guests and travel partners with questions throughout the entire booking cycle.
- Manage and close reservation calls to increase bookings by maintaining a strong knowledge of resort products, services, and facilities.
- Verified identification of passengers for security purposes.
- Weighed luggage and collected fees for excess baggage.
- Assisted customers with reservations, cancellations, and rebooking flights as needed.
Office Assistant
JJ Investment
Orlando, Florida
05.2019 - 05.2020
- Interacted with customers by phone, email, or in person to provide information.
- Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
- Delivered clerical support by handling a range of routine and special requirements.
- Arranged meetings, open houses, and coordinated resources for use by all attendees.
Education
High School -
Dr.Phillips High School
Skills
- Multi-tasking skills
- Highly organized
- Problem solver
- Quick learner
- Detail oriented
- Time management
- KPI Setting and Review
- Performance Management
- Relationship Building
- Team Supervision
- Customer Service
- Resource Allocation
- Culture Improvements
- Employee Development
- Operations Management
- Team building expertise
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Passenger Service Duty Manager
Menzies Aviation
06.2024 - Current
Passenger Service Supervisor
Menzies Aviation
01.2023 - 06.2024
Passenger Service Trainer
Spirit Airlines Inc.
05.2022 - 01.2023
Office Receptionist
Greater Orlando General Services
02.2022 - 08.2022
Passenger Service Agent
Copa Airlines
03.2021 - 01.2022
Office Assistant
JJ Investment
05.2019 - 05.2020
High School -
Dr.Phillips High School
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