Persio Rodriguez
American Airlines
North Bergen,NJ
6
Years of experience
Dependable and efficiency-driven Customer Service Specialist with a strong background in high-accuracy travel operations and premium client support. Proactive problem-solver skilled at handling complex multi-segment itineraries, native Sabre GDS ticketing, and manual exchanges while strictly following travel policies and DOT/TSA regulations. Fully bilingual in English and Spanish, with a natural ability to connect with clients, resolve conflicts, and manage high-volume calls and queues under pressure. Recognized for delivering warm, empathetic service that transforms stressful situations into positive client experiences and builds long-term loyalty.
Work History
Customer Service Representative
- Assisted travelers with documentation, check‑in, and itinerary needs across in‑person and phone channels.
- Ensured accurate processing of travel documents, including passport and visa verification.
- Maintained customer satisfaction levels above team average through professional communication and problem‑solving.
- Supported operational teams during peak travel periods and irregular operations.
Revenue Air Operations Specialist (Remote)
3 Years 5 Months- Delivered consultative travel support for VIP, executive, and priority travelers, ensuring policy compliance and optimal routing.
- Performed Sabre native format exchanges, manual reissues, fare recalculations, ATC validations, and quality checks with 98% accuracy.
- Managed 60–80+ daily travel requests, including urgent rebooking, IRROPS recovery, and government‑related travel needs.
- Ensured adherence to DOT, TSA, passport, visa, and global regulatory requirements.
- Provided detailed guidance on fare rules, penalties, exchange costs, and itinerary optimization.
- Supported internal teams with PNR troubleshooting, queue management, ticketing corrections, and escalation resolution.
- Recognized for resolving 90% of escalations independently, improving traveler satisfaction and reducing operational delays.
Customer Service Sales Support (Remote)
1 Year 11 Months- Assisted 50+ travelers per shift with itinerary adjustments, policy interpretation, and service exceptions.
- Ensured zero compliance violations while navigating multiple internal systems and adhering to corporate travel policies.
- Provided calm, solutions‑oriented support during IRROPS and high‑stress disruptions.
- Collaborated on complex cases requiring manual intervention, documentation accuracy, and regulatory compliance.
Education
Bachelor of Business Administration - Business Administration And Management
Skills
Sabre Native Formats & Command Expertise
Complex Ticketing
Exchanges & Manual Reissues
Federal Government Travel Regulations (FTR)
Multi‑Destination Domestic & International Itineraries
ARC Compliance & Quality Control
TSA
Passport & Visa Requirements
Corporate Travel Policy Interpretation
High‑Touch Internal Traveler Support
PNR Troubleshooting & Queue Management
Supplier Rules & Fare Construction
Crisis Management & IRROPS Handling
Bilingual: English & Spanish
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Revenue Air Operations Specialist (Remote)
Norwegian Cruise Line, NCL Corporation.
11.2022 - 04.2026Read More
Customer Service Sales Support (Remote)
American Airlines, American Airlines HDQ
11.2019 - 10.2021Read More
Customer Service Representative
American Airlines
Read More
Universidad Autónoma De Santo Domingo
Bachelor of Business Administration from Business Administration And Management
Read More