Rosa Mari Shaw Aleman

Safety Management

• Implementing and enforcing United safety policies.
• Leading safety briefings and training sessions for staff.

Operational Supervision

• Monitoring metrics for all aspect of flight operations
• Supervised operations in UROC and CSOC
• Supervising daily operations, including: check-in, boarding, baggage handling, and customer service.
• Monitoring flight schedules and ensuring timely operations and handling delays or cancellations, while prioritizing safety and customer service.

Team Leadership

• Supervising and coach the team, promoting a work environment of safety, compassion, and efficiency.
• Providing constructive feedback at team meetings, and maintaining a great level of communication.

Other responsibilities include:

• Ensuring passengers receive the best service possible like resolving issues efficiently, having a visible presence in the airport, and working with other departments and vendors.
• Acting as a primary point of contact during emergencies, openly communicating and coordinating response efforts and ensuring passenger safety.
• Reporting and documenting all safety incidents and operational irregularities, preparing reports regularly for senior management.
• Managed approximately 40 and plus incoming calls, emails per day when working in UROC.

Gate Agent: Responsible for assisting passenger inquiries and ensuring smooth boarding experience.

• Agent on Demand: Handling booking, ticket changes, and addressing customer queries related to travel plans.
• Lobby Agent: Greeting and welcoming passengers, assisting with check-in process, and providing initial inquiries.
• Trained to be a Qualified Jet Bridge Operator
• Completed 5 week Customer Service Agent training program.
• Implemented United Core 4 principles on a daily basis
• Collaborated with team members to enhance service delivery and customer satisfaction.

• Assisted passengers at the ticket counter and prior to boarding the aircraft.
• Hub lobby greeter.

• Customer service agent for Cathay Pacific and La Compagnie Airline.
• Flight Controller for Cathay Pacific: responsible for the safety of flight control operations, matched manifest to on-board count, verified special meals, and monitored flights.
• Gate Lead: Responsible for boarding aircraft and assisting passengers at the ticket counter.
• Checked passengers' passports, visas, and immigration requirements.
• Managed over 30 calls per day from different departments, vendors and teams.

• Chosen to work with VIP passengers in the premium customer service department. An exclusive role reserved for exceptional employees.
• Matched manifest to on-board count, verified special meals, and assisted passengers at the ticket counter.
• Managed baggage department systems and operations, including lost and found
• Trained in the catering department operations
• Checked passengers' passports, visas, and immigration requirements.
• Made reservations using the Sabre computer-based system.

• Orchestrated room allocations and tailored requests for guests.
• Activated room keys to facilitate seamless check-in experiences.
• Processed guest requests and relayed messages without delay.
• Assisted guests with directions to improve navigation efficiency.
• Reported accidents promptly to ensure guest safety.
• Executed additional tasks as assigned by supervisor.

• Customer service agent representing diverse airline partners, including Avianca, Aeroperu, Iberia and Avensa Venezuelan Airlines. The role provided opportunity to learn how the operations are managed in many different airlines.
• Mastered the complexities of multiple computer systems including SABRE, Amadeus CRS, Galileo, and more.
• Managed through an airport state of emergency during the Vargas Flood tragedy of 1999. Worked alongside the National Guard to transport passengers to safety away from the airport via helicopter.
• Duties included monitoring irregularities during checking and boarding, assisting passengers at the ticket counter, checking immigration requirements, coordinating service for VIP passengers for the Iberia lounge, and more.