Paola A. Pagán Fernández
Worldwide Flight Services,Inc.
Plainfield,IN
2
Languages
1
Certification
12
years of professional experience
Dynamic Customer Service Supervisor and Flight Attendant professional with over 10 years of experience thriving in high-pressure environments. Proven track record of achieving measurable results through outstanding customer service and sales acumen, developed while managing domestic and global operations across the United States and Puerto Rico. Expertise in risk mitigation, asset protection, and compliance with senior leadership expectations ensures operational integrity. Equipped with a diverse skill set encompassing technical knowledge, schedule management, and effective problem resolution, fostering teamwork and driving operational excellence.
Work History
Customer Service Supervisor
3 Years 9 Months- Supervises, coordinates, and controls airport passenger service functions
- Monitored quality and quantity of work performance to maintain high service standards.
- Ensured compliance with company rules, regulations, and safety standards to promote a safe work environment.
- Conducted training sessions for subordinates to enhance their skills in passenger service functions. Areas of responsibility include all Passenger Service functions, Operations, and Weight and Balance and may include Cabin Services.
- Proactively assessed work of assigned employees to meet or exceed customer satisfaction, safety, security, quality, and employee relations standards.
- Ensures they administer practices in a fair and equitable manner, where all employees, customers, vendors and other third parties are treated with respect.
- Read, understand and clarify the implementation of the site specific security plan and ensure that all WFS staff are issued with a relevant company ID and that they are required to display this identity badge. Ensures they administer practices in a fair and equitable manner, where all employees, customers, vendors and other third parties are treated with respect.
Flight Attendant
1 Year- Ensured safety, security, and comfort of airline passengers by monitoring cabin environment and addressing passenger concerns.
- Delivered exceptional customer service to passengers while prioritizing safety and compliance with cabin protocols.
- Assisted passengers during boarding and deboarding; demonstrated safety equipment and procedures; sold and served beverages, meals and snacks; and attended to passenger needs throughout flight duration.
Gate Agent/Operations Agent
1 Year- Monitored guest connections and communicated potential challenges to all stakeholders. Communicated directly with Ramp Coordinator to coordinate efficient guest and bag movement. Re-accommodated IROP guests (flight, accommodations, meal, and transportation).
- Monitored changes to Passenger Load Manifest, communicated discrepancies to Operations Supervisor, and advised gate agents on downline connections, ensuring accurate operational updates regarding inoperable items and out of service aircraft.
- Fostered a culture prioritizing safety and integrity in the workplace.
- Contributed to a strong culture based on safety, integrity, high performance and pride of work.
Sales Associate
3 Years- Greeted customers and made them feel comfortable while shopping. Interacted with customers, offering assistance and responding to queries about products and purchases. Provided recommendations according to customer needs or preferences. Sourced merchandise for customers and ordered items.
- Operated cash register, processing cash and credit card transactions. Managed refunds, exchanges, and returns while documenting sales and updating customer records. Alerted management to potential security issues.
- Assisted customers with merchandise selection, fitting room support, and storewide product questions.
- Processed cash, credit, and return transactions with accuracy at register.
- Restocked sales floor merchandise, maintaining organized displays and accessible inventory.
Sales Associate
2 Years- Assisted customers in using self-service machines to complete transactions., operate the printing equipment for large volume print jobs, and collate the final print output for the customer.
- Operated the cash register and handled cash payments and credit card processing. Handled refunds, exchanges and returns. Documented sales by updating customer records. Alerted the management of potential security issues.
- Delivered customer service, resolved questions, and matched merchandise to shopper needs.
- Processed transactions accurately using POS systems and handled cash register operations.
- Replenished sales floor merchandise, organized stockroom inventory, and maintained product availability.
Education
Bachelor of Art - Fashion Design
Skills
Software: Microsoft Office
Customer relationship management
Time management
Multitasking
Decision-making
Team leadership
Operational efficiency
Software: Microsoft Office
Point of Sale Software
Operating Systems: Mac / Microsoft Windows
Problem-solving
Certification
Certified Flight Attendant - 2022
Personal Information
Title: Bachelor of Arts
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Supervisor
Worldwide Flight Services,Inc.
01.2023 - CurrentRead More
Flight Attendant
Republic Airways
01.2022 - 01.2023Read More
Gate Agent/Operations Agent
Spirit Airlines
01.2021 - 01.2022Read More
Sales Associate
Burlington Coat Factory
01.2018 - 01.2021Read More
Sales Associate
Turabo Copy – Grab
01.2015 - 01.2017Read More
Universidad Ana G. Mendez
Bachelor of Art from Fashion Design
Read More