Hi, I’m
Theresa Lucio
Santa Rosa,CA
Overview
40
years of professional experience
Work History
Groome Transportation
Bus Shuttle Driver
07.2022 - Current
Job overview
- Conducted regular vehicle inspections to identify potential maintenance issues, contributing to overall fleet reliability.
- Maintained clean and neat shuttle for passenger comfort.
- Enhanced customer satisfaction by providing timely and efficient shuttle services to various destinations.
- Operated with safety and skill to avoid accidents and delays.
- Greeted customers with friendliness and professionalism, engaging in conversation to build rapport.
Sonoma County AllianceAirport Express
Office Ticket Agent
08.2006 - Current
Job overview
- Used computerized ticketing systems to process ticket orders accurately and securely.
- Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
- Responded to customer inquiries related to services or accommodations and promptly addressed issues or complaints.
- Assisted with development and implementation of new ticketing policies for enhanced service delivery.
- Resolved customer complaints promptly, maintaining a professional demeanor and positive company image.
- Enhanced customer satisfaction by efficiently managing ticket reservations, cancellations, and modifications.
- Verified passenger identification and processed required travel documents for smooth boarding procedures.
- Provided exceptional service during high-pressure situations such as overbooked flights or severe weather events.
- Utilized customer service skills to resolve customer complaints and provide timely and accurate information.
- Kept passengers informed about flight status updates via timely announcements and personal interactions.
- Coordinated with other departments such as catering services or ground crew for seamless operations during each flight''s turnaround time.
- Facilitated group bookings for corporate clients or large parties, ensuring seamless coordination of travel arrangements.
- Maintained up-to-date knowledge of airline policies, procedures, and promotions to provide accurate information to customers.
- Contributed to team efforts by cross-training in various positions, including baggage handling and gate operations.
- Maximized revenue through upselling additional services like seat upgrades or priority boarding options.
- Developed rapport with frequent flyers through personalized service that encouraged loyalty to the airline.
- Continuously assessed work processes in order to identify areas for improvement and implement necessary changes to increase productivity.
- Handled ticket sales for concerts, sports games and theatrical performances.
- Followed-up on will-call orders to verify attendance and contacted previous or cancellation list customers to fill available or newly opened spaces.
- Conducted efficient boarding processes while adhering to strict security measures and protocols.
- Collaborated with airline staff to address flight delays or cancellations, minimizing inconvenience for passengers.
- Utilized strong communication skills to resolve disputes among passengers regarding seating assignments or luggage issues.
- Directed passengers to correct airport terminal locations.
- Reviewed tickets, identification, and passports to verify traveler identity.
- Increased efficiency in ticket distribution by implementing digital solutions that reduced wait times at the ticket counter.
- Sold, printed, and issued tickets to guests.
- Input customer reservations, payment sources, and contact details into Sabre system.
- Checked baggage at gate and loaded onto ramp.
- Collaborated with passengers and travel agents to resolve booking issues, correct fares, and clarify rules.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Provided follow through on all calls with confirmations and dissemination of requested information.
H&R Block
Office Data Entry Supervisor
01.1985 - 07.1994
Job overview
- Oversaw timely completion of projects by setting clear objectives, monitoring progress, and addressing any roadblocks or personnel issues.
- Reduced data entry errors, ensuring thorough verification of entered information against source documents.
- Improved data entry accuracy by implementing strict quality control measures and providing regular feedback to team members.
- Provided daily supervision, feedback and oversight to direct reports.
- Managed performance expectations for Number employees within Type department.
- Implemented secure storage systems for sensitive information to maintain confidentiality and protect company assets from unauthorized access.
- Conducted regular performance evaluations for continuous improvement, providing constructive feedback and personalized coaching when needed.
- Participated in weekly conference calls with management to discuss department updates and strategies.
- Developed comprehensive performance metrics to evaluate individual team member contributions and overall department effectiveness.
- Coordinated with other departments to establish data entry requirements that ensured seamless integration of new processes or systems within the organization.
- Organized team-building activities, fostering sense of community and improving team cohesion.
- Developed reward system for high-performing team members, leading to increased motivation and productivity.
- Boosted team productivity with regular training sessions on new software and data management tools.
- Coordinated with IT department to enhance cybersecurity measures for sensitive data.
- Implemented thorough quality control measures, ensuring high accuracy of data entered into system.
- Analyzed workflow processes and implemented improvements, leading to more streamlined operation.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Kept high average of performance evaluations.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
Education
SRJCSanta Rosa, CA
from General Ed With Nursing
Timeline
Bus Shuttle Driver
Groome Transportation
07.2022 - Current
Office Ticket Agent
Sonoma County AllianceAirport Express
08.2006 - Current
Office Data Entry Supervisor
H&R Block
01.1985 - 07.1994
SRJC
from General Ed With Nursing