THIRSIS RAMIREZ
Jersey City
Summary
Highly dedicated and self-motivated Customer Service Manager with 12+ years of experience in providing world-class customer service during domestic and international travel. Recognized as being creative, a practical problem solver with excellent written and verbal communication skills. Experience in leading, engaging, coaching, and developing front-line team members. Successful in supporting teams' efforts by creating a safe, reliable operation while delivering an exceptional customer experience. Record of success in maintaining safe cabin environments, accurate inventories, and clean cabin spaces. Seeking an opportunity where I can utilize years of customer service, and administrative experience to enhance the goals of a fast-paced organization.
Overview
16
16
years of professional experience
Work History
Training Instructor Supervisor
Worldwide Flight Services
08.2024 - Current
- Collaborated with fellow instructors to create cohesive lesson plans, ensuring consistency in training quality.
- Mentored new instructors, aiding their transition into the role and ensuring effective delivery of course content.
- Maintained compliance with company standards, regulatory requirements, and quality goals.
- Promoted an inclusive learning environment by accommodating diverse backgrounds and learning preferences, leading to increased overall satisfaction among trainees.
- Developed comprehensive training materials that resulted in higher knowledge retention among participants.
- Evaluated and provided feedback on trainee progress, resulting in improved performance over time.
- Assessed skill gaps for employees and developed training courses to meet identified needs.
- Coached junior training staff on correct procedures and optimization strategies.
- Maintained detailed records of training sessions, enabling accurate tracking of participant progress and overall program effectiveness.
- Improved overall training outcomes by analyzing evaluation data and making necessary adjustments to course content and delivery methods.
Customer Service Manager
Piedmont Airlines
05.2022 - 07.2024
- Ensuring a high-performing operation by leading, engaging, coaching, and developing front-line team members
- Supporting teams' efforts in creating a safe, reliable operation while delivering an elevated customer experience
- Establishing effective relationships with an external and internal customer base that fosters compassion, integrity, and dignity
- Providing the direction and appropriate support structure using effective resources to enable the team to deliver high performance
- Promoting an environment of mutual respect and trust between frontline team members
Flight Attendant
PSA Airlines
04.2019 - 04.2022
- Inspected cabin emergency equipment for compliance with minimum safety requirements
- Provided exceptional customer service to passengers while maintaining an exacting company standard for service and appearance
- Carefully directed customers to assigned seating and check carry-on items to ensure luggage meets requirements
- Provided attentive care to customers with disabilities, elderly passengers, and unaccompanied minors
- Maintained and supervise safety briefings and passenger compliance with FAA regulations
- Provided leadership by coordinating a teamwork ethic to ensure the highest quality service to passengers on board
- Maintained a calm and safe atmosphere while tending to medical emergencies and passenger disturbances
- Utilized organizational, and time management skills to ensure on-time flight departures for one of the top-rated regional airline carriers
Bilingual Passenger Service Representative
Worldwide Flights
03.2018 - 02.2019
- Supervised the work of the office, administrative, and customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems
- Provided assistance passengers by performing check-in, reservations, ticketing, re-booking of itineraries, and baggage processing duties
- Updated knowledge of airline procedures and policies to instill customer confidence and safety throughout the airport
- Worked as a team member to accomplish timely passenger check-in at ticket counters, departures, and arrival gates
- Improved the overall customer service by referring unresolved customer grievances to designated departments for further investigation
- Conferred with customers by telephone or in-person to provide information about products or services, take or enter orders, cancel flights, or obtain details of complaints
Customer Service Representative
Elite Experts
02.2018 - 01.2019
- Answered phones and respond to customer requests regarding sales orders and general customer service inquiries
- Coordinated with staff and vendors to prepare work schedules and assign specific duties
- Attracted potential customers by answering product and service questions and suggesting information about other products and services
- Managed and oversaw the movement of goods into and out of production facilities
- Organized customer information and account data for business planning and customer service purposes
- Demonstrated a strong record of accomplishment for working collaboratively on cross-cultural teams
- Maintained quality control/satisfaction records, constantly seeking new ways to improve the customer service
Sales Coordinator
Art Gallery Leonard Weber
04.2016 - 10.2018
- Responsible for the oversight and execution of all marketing, communications, and public relations activities
- Assisted with all planning and implementing strategies, sales campaigns, and marketing to meet store sales goals and budgets
- Evaluated and reviewed complaints received from customers and recommended corrective action to the business unit and function
- Entered sales orders, and provided logistics and customer service ensuring overall customer satisfaction
Home Health Aide
Family Care Plus LLC
04.2016 - 03.2018
- Administered prescribed oral medications, under the written direction of the physician
- Maintained records of patient care, condition, and progress, and discussed observations with supervisor or case manager
- Changed bed linens, washed and ironed laundry, provided light housekeeping, or assisted with personal care
- Implemented all necessary changes based on evaluation of staffing requirements and assignment requirements
- Provided patients and family with emotional support and instructions in preparing healthy meals, independent living, and adaptation to disability or illness
Customer Service
Handy Cleaning Service
10.2015 - 12.2015
Payroll Coordinator
U.S. Security Associates, Inc.
04.2013 - 12.2014
Home Health Aide
Preferred Home Care of New York
06.2011 - 06.2013
Home Health Aide
All Care Home Health Services
06.2012 - 01.2013
Sales Assistant Manager
Sound City Electronics
06.2009 - 06.2011
Education
Certification of Cost Accounting and Finance -
Masters' - Business administration and IT
Eastern Gateway Community College (EGCC
Pre-Medicine Candidate -
Universidad Autonoma De Santo Domingo
Santo Domingo, Distrito Nacional01.2020
High School Diploma -
The University of the State of New York
Albany, NY01.2013
Medical Billing and Coding -
Anthem Institute
New York, NY10.2011
Skills
- Time Management
- Project Management
- Airline Operations
- Emergency Response
- Passenger Assistance
- Check-In Procedures
- Report Writing Skills
- Microsoft Office Suite
- Leadership skills
- Effective Team Training
- Problem Solving Skills
- Performance Management
- Operations Management
- Strategic Thinking
- Negotiation Skills
- Interpersonal Skills
- Organizational Skills
- Diversity Support
- Team Management
- Public Safety
- Airport Procedures
- Inventory Control
- Customer Service Expert
- Staff Training Skills
- Effective Communication
- Attention to Detail
- Aircraft Equipment Handling Skills
- Baggage Handling
- Security Screenings
- Active Listening Skills
Timeline
Training Instructor Supervisor
Worldwide Flight Services
08.2024 - Current
Customer Service Manager
Piedmont Airlines
05.2022 - 07.2024
Flight Attendant
PSA Airlines
04.2019 - 04.2022
Bilingual Passenger Service Representative
Worldwide Flights
03.2018 - 02.2019
Customer Service Representative
Elite Experts
02.2018 - 01.2019
Sales Coordinator
Art Gallery Leonard Weber
04.2016 - 10.2018
Home Health Aide
Family Care Plus LLC
04.2016 - 03.2018
Customer Service
Handy Cleaning Service
10.2015 - 12.2015
Payroll Coordinator
U.S. Security Associates, Inc.
04.2013 - 12.2014
Home Health Aide
All Care Home Health Services
06.2012 - 01.2013
Home Health Aide
Preferred Home Care of New York
06.2011 - 06.2013
Sales Assistant Manager
Sound City Electronics
06.2009 - 06.2011
Certification of Cost Accounting and Finance -
Pre-Medicine Candidate -
Universidad Autonoma De Santo Domingo
High School Diploma -
The University of the State of New York
Medical Billing and Coding -
Anthem Institute
Masters' - Business administration and IT
Eastern Gateway Community College (EGCC
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