Summary
Overview
Work History
Education
Skills
Languages
Timeline
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RICARDO TOME

Aurora,CO

Summary

Extraordinary leader and problem solver looking to transition from a successful career in the retail, printing and construction industry back to the Aviation Industry. Graduated from Florida Institute of Technology, left the aviation industry back on the 80's due to the failure of Eastern and Continental airlines. It was too hard to find a job on the airline industry. After spending more than 20 years on the retail industry I want to get back to my passion which is the Aviation Industry. Very reliable I never missed a day of work and never late. Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.

Overview

40
40
years of professional experience

Work History

Bilingual Customer Service Supervisor

Southwest Airlines
03.2022 - 05.2024
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
  • Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
  • Interceded between Customer Service Agents, Operation Agents, Flight Attendants and Pilots during arguments and diffused tense situations.
  • Kept high average of performance evaluations.
  • Monitored Gate Areas and Ticket Counter so that questions could be promptly addressed.
  • Resolved issues through active listening and open-ended questioning,
  • Created, prepared, and delivered reports to various departments.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
  • Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
  • Actively supported Customer Service Agents by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.

Passenger Service Agent

Swissport USA
06.2021 - 07.2022
  • Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
  • Resolved passenger issues with empathetic communication and effective problem-solving techniques.
  • Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
  • Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
  • Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
  • Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
  • Provided exceptional customer service, addressing passenger concerns promptly and professionally.
  • Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
  • Educated passengers on safety procedures and provided assistance to disabled passengers
  • Contributed to the achievement of on-time departure goals through efficient gate management processes.
  • Safeguarded sensitive passenger information by maintaining strict confidentiality standards at all times.
  • Checked in luggage and confirmed all carry-on items met federal guidelines.
  • Demonstrated adaptability by adjusting quickly to changes in flight schedules or gate assignments.
  • Monitored security and maintained operational protocols.
  • Maintained accurate records of flight information to provide timely updates to passengers.
  • Announced flight status updates and information about gate changes over PA system.
  • Enhanced customer satisfaction by providing efficient check-in and boarding services.
  • Tagged baggage and routed to appropriate location for loading and screening.
  • Ensured compliance with safety regulations, adhering to strict guidelines during boarding procedures.
  • Collaborated with airline personnel to facilitate seamless coordination between departments.
  • Provided exceptional customer service to passengers, addressing concerns and resolving issues.
  • Aided passengers in locating lost luggage by effectively liaising with baggage claim representatives and other airline staff members.
  • Managed ticket sales and reservation inquiries, utilizing thorough knowledge of fare structures and pricing strategies.
  • Improved language interpretation support for international travelers by leveraging multilingual abilities when necessary.
  • Rescheduled flights, issued refunds and assisted passengers with alternative travel arrangements.
  • Prepared detailed passenger manifests and other reports to meet organizational needs.
  • Streamlined baggage handling for improved passenger experience and reduced wait times.
  • Escorted handicapped passengers from terminal to aircraft.
  • Processed customer payments and enforced compliance with financial regulations.
  • Monitored and processed ticket sales, refunds and upgrades to meet diverse passenger needs.
  • Promoted airline loyalty programs, offering exclusive benefits for frequent flyers while increasing brand awareness among customers.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.

Airline Customer Service Agent

American Airlines
03.2021 - 06.2021
  • Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
  • Resolved passenger issues with empathetic communication and effective problem-solving techniques.
  • Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
  • Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
  • Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
  • Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
  • Provided exceptional customer service, addressing passenger concerns promptly and professionally.
  • Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
  • Safeguarded sensitive passenger information by maintaining strict confidentiality standards at all times.
  • Checked in luggage and confirmed all carry-on items met federal guidelines.
  • Demonstrated adaptability by adjusting quickly to changes in flight schedules or gate assignments.
  • Maintained accurate records of flight information to provide timely updates to passengers.
  • Tagged baggage and routed to appropriate location for loading and screening.

Passenger Service Supervisor

Menzies Aviation
06.2020 - 06.2021
  • Monitored security and maintained operational protocols.
  • Oversaw ticketing, gate and ramp services.
  • Conducted regular staff training sessions for continuous improvement in customer service skills and knowledge of airline procedures.
  • Enhanced passenger satisfaction by efficiently managing daily operations and addressing customer concerns promptly.
  • Oversaw inventory management processes for essential supplies at the terminal level, ensuring adequate stock levels were maintained at all times without excess wastage or spoilage of resources.
  • Implemented operational improvements that led to reduced delays and improved on-time performance metrics for flights under supervision.
  • Developed shift schedules for optimal staffing levels, maximizing productivity while minimizing labor costs.
  • Resolved escalated customer issues in a professional manner, resulting in increased loyalty from satisfied clients.
  • Liaised closely with security teams to enforce safety protocols and ensure the well-being of passengers, staff, and airport property.
  • Coordinated timely departures by effectively communicating with gate agents, flight crews, and ground personnel.
  • Streamlined boarding processes for a smoother travel experience, reducing wait times and increasing customer satisfaction.
  • Evaluated employee performance regularly, providing constructive feedback and growth opportunities as needed for continued development within the team.
  • Ensured compliance with airline policies and procedures, maintaining safety standards throughout the terminal.
  • Assisted passengers with special needs or requests, providing personalized attention to ensure their comfort during travel.
  • Collaborated with other airport stakeholders to maintain efficient airport operations and seamless passenger experiences across all touchpoints.
  • Improved baggage handling efficiency through strategic planning and coordination between departments.
  • Promoted a culture of teamwork among staff members by organizing team-building activities and encouraging open communication within the workplace.
  • Managed ticketing and reservation systems, ensuring accurate processing of passenger information and flight bookings.
  • Maintained open communication channels between management and staff members to address concerns proactively before they impacted operations or customer experiences negatively.
  • Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
  • Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
  • Escorted handicapped passengers from terminal to aircraft.
  • Checked in luggage and confirmed all carry-on items met federal guidelines.
  • Provided exceptional customer service to passengers, addressing concerns and resolving issues.
  • Engaged flight attendants by creating and fostering personal relationships with crew members.
  • Created, managed and delivered meaningful recognition and individual rewards to boost morale.
  • Upheld neat, clean and serviceable crew room and airport standby room to present pleasant atmosphere,
  • Processed information quickly to take immediate action during unexpected or serious situations.
  • Processed customer payments and enforced compliance with financial regulations.
  • Prepared detailed passenger manifests and other reports to meet organizational needs.

Order Filler

Amazon Prime
03.2020 - 09.2020
  • Improved order accuracy by diligently following packing guidelines and double-checking items before packaging.
  • Supported quality assurance initiatives by inspecting incoming products for defects or damage prior to packing them for shipment.
  • Met or exceeded daily quota targets through focused time management and prioritization of tasks.
  • Utilized warehouse equipment efficiently including pallet jacks and hand trucks, ensuring proper handling of products and reducing risk of accidents.
  • Ensured timely shipment of customer orders by consistently meeting deadlines for pick-up or delivery services.
  • Promoted a positive team atmosphere through open communication channels and willingness to help coworkers when needed.

General Manager

Stapleton Apparel Wraps And Printing
01.2005 - 03.2020
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Developed and implemented strategies to increase sales and profitability.
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Formulated policies and procedures to streamline operations.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
  • Managed budget implementations, employee evaluations, and contract details.
  • Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
  • Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
  • Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
  • Analyzed market trends and competitor activities to create competitive advantages.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Analyzed market trends/data to identify potential opportunities for business growth within existing or emerging markets successfully.
  • Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Interacted well with customers to build connections and nurture relationships.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.

Sales Consultant

Lowes Home Improvement
10.2002 - 01.2005
  • Consulted with long-term, new and prospective customers to understand needs and propose ideal solutions, Introduced customers to new offerings and updated accounts, Processed orders through system and coordinated product deliveries, Greeted incoming customers and provided expert sales and service to drive revenue, Prepared and processed contracts and order forms for new and existing customers, Provided advice to customers regarding suitable product selection, Provided training on appropriate product selection, Listened to customers to understand needs and refer to optimal services, Top 5 Salesman of the Company: Appliance Department

Project Coordinator Contractor

Rick's Handyman Service, LLC
01.1997 - 10.2002
  • Reported progress and resolved problems to keep projects on schedule and within budget parameters, Obtained notices of completion and compliance certifications from construction administration consultants, Inspected sites before and after construction projects, Coordinated all phases of construction projects from inception to completion, Directed general contractor on required mock-up preparation, Completed projects on time and within allocated budget, Properly maintained all onsite equipment and vehicles, Maintained accurate records and prepared cost and inventory reports

Service Manager/ Motorcycle Mechanics

Fay Myers Motorcycle World
04.1993 - 12.1996
  • Hired, trained, developed and monitored performance of service department staff, Model expected customer service standards to promote customer satisfaction, loyalty and retention, Maintained extremely low employee turnover through motivating leadership and employee support, Created employee work schedules to keep all shifts properly staffed, Developed and monitored budgets for service department and informed dealership management of variances, Forecasted goals and objectives for department and monitored employees' task progression for adherence to deadlines, Improved customer satisfaction rates by listening to complaints and finding appropriate ways to solve problems, Defined department objectives and monitored performance

Supervisor

Walt Disney World
12.1990 - 03.1993
  • In Charge of 7 Stores at Disney/ MGM Studios, Established and maintained operating schedules to provide effective coverage for key areas and to achieve customer service objectives, Conducted training needs assessments and provided ongoing training for staff, Disney Trainer, Monitored employee performance and safety, conducting retraining to correct problems and optimize productivity, Inspected incoming supplies to verify conformance with materials specifications and quality standards, Executed new training initiative to improve skills and develop leaders from within

Assistant Manager

Office Depot
10.1988 - 11.1990
  • Provided leadership and direction for employees, supervising activities to drive productivity and efficiency, Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership, Enforced company policies and procedures to strengthen operational standards across departments, Set up new stores, Enhanced sales by implementing merchandising and promotional improvements, Managed personnel scheduling, facilitating adequate coverage to meet demand, Maintained inventory accuracy by accurately counting stock-on-hand and reconciling discrepancies

General Manager/Chief Pilot

C & T Aviation, Inc.
06.1985 - 09.1987
  • Coordinated monthly budgets, managed profit and loss and consistently met desired margin targets, Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability, Encouraged, trained and disciplined employees to maximize performance, Flight Instructor for Multi Engine and Instrument, Corporate Pilot on a PA31 for Autoridad de Comunicaciones PR

Chief Pilot

Caribe Aviation, Inc.
05.1984 - 06.1985
  • Established and enforced policies and procedures to achieve goals and objectives, Led recruitment, hiring and termination decision-making by devising staffing initiatives and directing other leaders, Worked with loadmaster to make sure cargo was correctly balanced within airplane in order to provide best flight performance, Checked performance of pilots and crew members and implemented schedules to improve skills, Compiled with FAA, customs and immigration requirements in full, Conducted in-depth pre- and post-flight checks for safety and operational compliance, Calculated aircraft weight, balance and fuel requirements for each flight

Education

Associate of Science in Aviation Managment/ Flight Technology - Aviation Management

Florida Institute of Technology-Melbourne
Melbourne, FL

Motorcycle, ATV And Watercraft Mechanic -

Motorcycle Mechanics Institute
Orlando, FL

Skills

  • Commercial Pilot
  • Instrument & Multi Engine Rating
  • FAA Second Class Medical
  • 4582 Total Flight Hours
  • Jet Bridge Certified at DIA
  • SIDA Badge at DIA
  • US Custom Seal for International Flights at DIA
  • Product and Service Knowledge
  • Microsoft Office Expertise
  • Product branding
  • Project Management Abilities
  • Marketing Tactics
  • Business Development Understanding
  • Staff Development
  • Adobe Creative Suite (Photoshop, Illustrator, Dreamweaver)
  • Orientating and training
  • Customer relations
  • Staff training and Development
  • Graphic and Media Design
  • Retail operations management
  • Closing and Contract Negotiations
  • Checklists Understanding
  • Documentation skills
  • Load calculations
  • Pre-flight checks
  • Flight planning
  • Results-driven
  • Motivated self-starter
  • Customer service-oriented
  • Map reading and navigation skills
  • Superior negotiation skills
  • Flexible schedule
  • Fluent in Spanish
  • Safety procedures
  • Customer communication
  • Motor repairs
  • Journeyman guidance
  • Problem diagnosis
  • Technical support and assistance
  • Troubleshooting techniques
  • Sales Monitoring
  • Inventory Management
  • Retail Space Planning
  • Merchandising
  • Recordkeeping Standards
  • Task Delegation
  • Bilingual Proficiency
  • Problem-Solving
  • Customer Support
  • Spanish translation
  • Document Translation
  • Payment Processing
  • Upselling strategies
  • Issue Research
  • Customer Service
  • Time Management
  • Decision-Making
  • Relationship Building
  • Staff Training and Development
  • Goal Setting and Achievement
  • Business development and planning
  • Operations Management
  • Customer Complaint Resolution
  • Team Recruiting and Onboarding
  • Employee Retention

Languages

Spanish
Full Professional

Timeline

Bilingual Customer Service Supervisor

Southwest Airlines
03.2022 - 05.2024

Passenger Service Agent

Swissport USA
06.2021 - 07.2022

Airline Customer Service Agent

American Airlines
03.2021 - 06.2021

Passenger Service Supervisor

Menzies Aviation
06.2020 - 06.2021

Order Filler

Amazon Prime
03.2020 - 09.2020

General Manager

Stapleton Apparel Wraps And Printing
01.2005 - 03.2020

Sales Consultant

Lowes Home Improvement
10.2002 - 01.2005

Project Coordinator Contractor

Rick's Handyman Service, LLC
01.1997 - 10.2002

Service Manager/ Motorcycle Mechanics

Fay Myers Motorcycle World
04.1993 - 12.1996

Supervisor

Walt Disney World
12.1990 - 03.1993

Assistant Manager

Office Depot
10.1988 - 11.1990

General Manager/Chief Pilot

C & T Aviation, Inc.
06.1985 - 09.1987

Chief Pilot

Caribe Aviation, Inc.
05.1984 - 06.1985

Associate of Science in Aviation Managment/ Flight Technology - Aviation Management

Florida Institute of Technology-Melbourne

Motorcycle, ATV And Watercraft Mechanic -

Motorcycle Mechanics Institute

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