Summary
Overview
Work History
Education
Skills
Timeline
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Roly Navarro

10619 Moss Lake St, Las Vegas,NV

Summary

Skilled in managing airport gate operations while providing an immaculate customer service experience. Background includes checking passenger tickets and boarding passes, resolving operational needs wand enhancing their trip experience. Strengths include strong communication skills, problem-solving abilities, ability to work under pressure and multitask. Contributed significantly to maintaining on-time performance.

Overview

25
25
years of professional experience

Work History

Team Lead - Customer Service

United Airlines
Las Vegas, NV
01.2000 - Current
  • Verified passenger identification documents such as passports, visas, driver's licenses, ensuring accuracy of information provided.
  • Resolved customer complaints in a professional manner while maintaining composure under pressure.
  • Coordinated ground crew operations with flight attendants and pilots during pre-flight preparation activities.
  • Provided customer service assistance to passengers in need of special services or accommodations.

Ascend Development Program

United Airlines
Las Vegas, NV
01.2022 - 06.2022
  • Participants step into a temporary assignment joining their local supervisor team
  • Develop a strong understanding of United’s operation and how to partner with other departments
  • Receive mentoring and career advice from leaders across the organization

  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.

Customer Care Representative

United Airlines
Chicago, IL
01.2009 - 03.2013
  • Participated in team meetings to discuss strategies for improving customer satisfaction levels.
  • Gathered customer feedback to suggest improvements for products and services.
  • Provided accurate, valid, and complete information to customers.
  • Escalated unresolved issues requiring further investigation or specialized expertise.
  • Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
  • Resolved customer complaints promptly and professionally.
  • Answered customer inquiries over the phone and via email.
  • Maintained high satisfaction score by consistently resolving first-call issues.
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities.
  • Researched resolutions, contacted necessary departments and responded to customer by phone, mail, as follow-up.

Education

High School Diploma -

Waimea High School
Waimea

Skills

  • Client Service
  • Quality Improvement
  • Mentoring
  • Technical Support
  • Team Supervision
  • Documentation And Reporting

Timeline

Ascend Development Program

United Airlines
01.2022 - 06.2022

Customer Care Representative

United Airlines
01.2009 - 03.2013

Team Lead - Customer Service

United Airlines
01.2000 - Current

High School Diploma -

Waimea High School

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Roly Navarro