Nilsa Reyes
Orlando,FL
Summary
Hardworking, passionate, and reliable business professional with experience in airport operations, to include airline, airport, tenants, vendors, and customer experience. Proven capabilities in leadership roles, process improvement, and financial analysis. Successfully streamlining business operations and enhancing the customer experience. Self-driven, detail-oriented, organized, and dependable candidate. Successful at managing tasks with a positive attitude.
Overview
40
40
years of professional experience
1
1
Certification
Work History
Ground Transportation Specialist
Greater Orlando Aviation Authority
04.2016 - Current
- Front office functions such as distribution and issuance of parking permits, temporary parking letters, and management cards for Non-Based Crew members and CBP.
- Cashier functions: accepting payments, issuing receipts, midday and end-day closeout.
- All aspects of Ground Transportation accounts: Orientation, opening new companies, entering initial data and data changes, collection of fees, suspension, and closing (OOB).
- Successfully managed systems: Omega, SQL, Propworks, Oracle, and Gatekeeper. Preparing Special Moves and Invoices.
- Knowledge of GT billing processes to include Remote Employee, AOA, and Management/Disabled parking.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Created and delivered presentations to internal and external stakeholders to showcase work.
Ticket Sales Agent
Lufthansa German Airlines
03.2008 - 11.2015
- Executed all ticket sales of international flights, including all fees for baggage and additional flight services.
- Rerouting and assistance of passengers during flight irregularities.
- Accounted for all automated and manual documents' safety, inventory, and disposition. Support to Managers and staff to ensure excellent service to passengers.
- Analyzed complex automated procedures regarding new services and translated them into step-by-step instructions for all team members. Completed Basic training for Aircraft Ramp Handling.
- Developed incentives to enhance Airport Upsell Program, resulting in successful increase in revenues due to sales.
- Trained staff in ticketing and cashier aspects in preparation for Centralized Ticketing at airports in Orlando and Tampa.
- Enhanced customer experience, addressing inquiries promptly and accurately.
- Streamlined ticket purchasing process for improved customer satisfaction and repeat business.
- Helped customers navigate applications and in-store technology to deliver best-in-class experiences.
- Conducted inventory counts by adding each item in stock and documenting them in computer system.
Passenger Service Agent
Swissport SA USA
11.2005 - 03.2008
- Oversaw ticketing, gate, and ramp services.
- Streamlined baggage handling for improved passenger experience and reduced wait times.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Tagged baggage and routed to appropriate location for loading and screening.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Delivered excellent customer service under high-pressure situations while maintaining calm demeanor throughout daily operations.
- Monitored and processed ticket sales, refunds and upgrades to meet diverse passenger needs.
- Ensured compliance with safety regulations, adhering to strict guidelines during boarding procedures.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
Passenger Service Agent
Virgin Atlantic Airways
06.2001 - 10.2005
- Escorted handicapped passengers from terminal to aircraft.
- Provided high level of customer service to each person by engaging customers and using active listening and effective interpersonal skills.
- Maintained accurate records of flight information to provide timely updates to passengers.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Collaborated with airline personnel to facilitate seamless coordination between departments.
- Increased overall efficiency by cross-training in various roles within airport terminal operations team.
- Aided passengers in locating lost luggage by effectively liaising with baggage claim representatives and other airline staff members.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
Senior Lead Agent III
Lufthansa German Airlines
03.1984 - 10.1995
- Direct handling of flight operations to Frankfurt, Germany, in passenger service area at three airports.
- Directly involved in a supervisory role in all aspects of flight handling in airports such as San Juan, Antigua, and St. Marten.
- Responsible for safekeeping, recording, and accounting of all station documents and monies.
- Developed training programs for opening of sub-stations.
- Initial opening of offices from equipment, furniture, and supply ordering to classroom training.
- Extensive and constant travel to train, support, and equip all passenger service personnel in three stations.
- Customer service and ticket agent for LH and Asiana, Finnair, and Air France at San Francisco International Airport.
- Trained new hires on company policies, procedures, and best practices, ensuring consistent service quality across the team.
- Effectively managed complex client issues, working closely with all stakeholders to reach satisfactory resolution.
- Conducted weekly open houses and provided feedback to sellers on potential buyers.
- Collaborated with mortgage companies to accurately determine loan and mortgage options for clients.
Education
Bachelor of Science - Business Management
The University of Tampa
Tampa, FLSkills
- Microsoft 365: Word, Outlook, Excel, and PowerPoint
- PROPworks Lease Management System and Oracle
- Kronos Workforce
- Gatekeeper Vendor Management System
- Point of Sale (POS) System
- Training Management
- Data Entry
- Multitasking
- Policies and Procedures
- Airport Terminal Operations
- Passenger Experience
- Expert Problem Solving
- Documentation Management
- Quality Assessment
- Retention and Recordkeeping
- Customer Service
Certification
State of Florida Notary Public
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
German
Limited Working
Timeline
Ground Transportation Specialist
Greater Orlando Aviation Authority
04.2016 - Current
Ticket Sales Agent
Lufthansa German Airlines
03.2008 - 11.2015
Passenger Service Agent
Swissport SA USA
11.2005 - 03.2008
Passenger Service Agent
Virgin Atlantic Airways
06.2001 - 10.2005
Senior Lead Agent III
Lufthansa German Airlines
03.1984 - 10.1995
Bachelor of Science - Business Management
The University of Tampa
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