Paola Guevara
Houston
Summary
Professional with strong background in customer engagement and satisfaction. Proven track record in effectively resolving issues and enhancing client experiences. Excel in team collaboration and adaptable to changing needs. Skilled in communication, problem-solving, and building rapport with clients.
Overview
10
10
years of professional experience
Work History
Customer Experience Agent
British Airways
11.2021 - Current
- Provide exceptional customer service, ticketing, and boarding assistance
- Manage flight release paperwork, weight and balance, and fuel calculations
- Coordinate international flight documentation, including general declarations
- Use Excel and Word for data tracking and reporting
- Delivered exceptional customer service by effectively resolving inquiries and complaints.
- Collaborated with cross-functional teams to enhance customer journey and satisfaction metrics.
Customer Service & Operations Agent
Total Airport Services (Spirit Airlines)
05.2020 - 11.2021
- Provided check-in, ticketing, and passenger support
- Supported flight planning and gate coordination
- Managed communication and important documentation
- Coordinated ground handling operations to ensure timely aircraft turnarounds and passenger transfers.
- Managed baggage loading and unloading processes to enhance operational efficiency and minimize delays.
Supervisor
Accufleet International (Interjet Airlines)
08.2018 - 03.2020
- Supervised front office services for smooth passenger flow
- Managed ticketing, boarding, and deplaning procedures
- Coordinated between frontline units for service efficiency
- Supervised daily operations to ensure adherence to safety protocols and efficient workflow.
- Trained and mentored staff on best practices and operational procedures.
Food Service Staff Member
James Coney Island
09.2015 - 08.2018
- Provided customer service, processed payments, and managed inventory
- Delivered exceptional customer service in fast-paced food service environment.
- Prepared and presented food items according to health and safety regulations.
Education
Bachelor of Science - Organizational Leadership
Abilene Christian University
Abilene, TX06-2028
High School Diploma -
Texans Can Academy North
Houston06.2018
High School Diploma -
Sam Houston Math, Science, And Technology Center
Houston, TX03.2015
Skills
- Customer Service Excellence
- Flight Operations & Planning
- Ticketing & Passenger Assistance
- Microsoft Excel & Word
- Team Leadership & Collaboration
- Organizational & Problem-Solving Skills
- Fast-Paced Environment Adaptability
- Willingness to Travel
- Team Training
- Complaint handling
- Upselling
- Performance tracking
- Call center experience
- Call control
- Conflict management
- Technical support
- Policy improvement
- Recordkeeping strengths
- Employee coaching
- Multi-line phone systems
Languages
- English: Advanced
- Spanish: Advanced
Timeline
Customer Experience Agent
British Airways
11.2021 - Current
Customer Service & Operations Agent
Total Airport Services (Spirit Airlines)
05.2020 - 11.2021
Supervisor
Accufleet International (Interjet Airlines)
08.2018 - 03.2020
Food Service Staff Member
James Coney Island
09.2015 - 08.2018
Bachelor of Science - Organizational Leadership
Abilene Christian University
High School Diploma -
Texans Can Academy North
High School Diploma -
Sam Houston Math, Science, And Technology Center
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