VALERIA LOPEZ
Houston
Summary
I am seeking a career opportunity where I can leverage my expertise and capabilities to contribute to the growth and success of a dynamic organization, while furthering my own professional development. With a proven track record in both warehouse and office environments, I am well-equipped to make significant contributions as a valued member of any team.
Overview
5
5
years of professional experience
Work History
Call Center Customer Service Representative
Employment & Training Centers, Inc.
Houston
10.2024 - Current
- Handled 70+ daily inbound bilingual calls while navigating multiple software systems simultaneously.
- Maintained performance metrics for call times, accuracy and quality assurance standards.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Actively listened to customers, handled concerns with empathy and de-escalated calls.
Passenger Service Agent/Baggage Service Agent
Air Canada/Swissport
Houston
09.2023 - 05.2024
- Provided day to day exemplary check-in and boarding services to 100+ passengers per flight.
- Utilized strong organizational skills to manage multiple tasks in a fast-paced environment.
- Collaborated with team members to locate misplaced luggage, expediting returns to rightful owners in a timely manner.
- Ensured compliance with safety regulations, adhering to strict guidelines during boarding procedures.
- Demonstrated adaptability by adjusting quickly to changes in flight schedules or gate assignments.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
Airline Services Operator
Aeromexico/Swissport
Houston
05.2021 - 08.2023
- Promptly coordinated with ground staff, service handlers, and technical maintenance and crew members per flight to achieve on time flight turn around time.
- Handled 20+ phone calls to ensure all providers arrived promptly and achieve maintenance, catering and fueling safety standards.
- Demonstrated quick thinking and adaptability in handling unexpected situations such as flight cancellations or rebooking issues.
- Assisted in administrative duties such as filing, data entry, and inventory management to support overall operational efficiency.
- Participated in ongoing training programs to continuously improve knowledge of airline policies, procedures, products, and services offered.
Education
High School Diploma -
Stephen F Austin High School
Houston, TX05-2014
Skills
- Technical troubleshooting & issue resolution
- System navigating
- Data entry and database management
- Multitasking
- Bilingual Support
- Operations Monitoring
- Teamwork and Collaboration
References
Available upon request
Languages
- Spanish
- English, Professional Level
- Spanish, Professional Level
Timeline
Call Center Customer Service Representative
Employment & Training Centers, Inc.
10.2024 - Current
Passenger Service Agent/Baggage Service Agent
Air Canada/Swissport
09.2023 - 05.2024
Airline Services Operator
Aeromexico/Swissport
05.2021 - 08.2023
High School Diploma -
Stephen F Austin High School