Sofia Bandera Marrero
Miami,FL
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
2022
2022
years of professional experience
Work History
Passenger Service Agent
Swissport USA
Miami, WV
- 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.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Demonstrated adaptability by adjusting quickly to changes in flight schedules or gate assignments.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Monitored security and maintained operational protocols.
- 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.
Front Desk
Eastern Medical Group
09.2020 - 09.2021
- Creating appointments
- Confirm/cancel appointments
- Assist with Customer Service related issues and questions
- Handle complaints and special request from patients
- Greeted and welcomed guests in a professional manner
- Maintained guest records in accordance with established procedures
- Addressed customer service issues in a timely manner while demonstrating excellent customer service skills
- Updated computer systems with current guest information as required
- Maintained daily paperwork including reports, logs and records related to front desk operations
Reservation Specialist
PR Global Reservations
Miami, FL, USA
01.2017 - 04.2021
- Assisted customers with booking reservations for hotels
- Provided cost estimates for the members needs
- Created detailed reports of all reservations made on a daily basis
- Responded promptly to customer inquiries via phone and email in a professional manner
- Cross-checked all reservation details prior to completion to ensure accuracy
- Researched and resolved customer issues
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries
- Relayed information on availability, pricing and discounts to for the members
Sales Associate
Duty Free Miami International Airport
Miami, USA
03.2020 - 04.2020
- Greeting costumers, responding to questions, improving engagement with merchandise and proving outstanding costumer service
- Operating cash registers, managing financial transactions
- Stock shelves with new or transferred merchandise
- Greeted customers and provided exceptional customer service
- Provided accurate information about products, prices and services
- Maintained up-to-date knowledge of store merchandise and policies
- Organized stockroom shelves according to size, color or style
Education
High School Diploma -
Coral Gables Senior High
01.2020
Secondary School Graduation -
Ernst Reuter Real Schule Plus
Ludwigshafen01.2017
Skills
- Work ethic
- Active listening
- Working under pressure
- Analytical & Problem solving skills
- Customer service experience
- Call Control
- Reservations
- Phone and Email Etiquette
- Detail Oriented
- Effective Communication
- Relationship Building
Timeline
Front Desk
Eastern Medical Group
09.2020 - 09.2021
Sales Associate
Duty Free Miami International Airport
03.2020 - 04.2020
Reservation Specialist
PR Global Reservations
01.2017 - 04.2021
High School Diploma -
Coral Gables Senior High
Secondary School Graduation -
Ernst Reuter Real Schule Plus
Passenger Service Agent
Swissport USA