Vitoria Elen Da Silva Alves
Mesa,Arizona
Overview
7
7
years of professional experience
Work History
Remote Gate Management
Aston Carter
06.2024 - Current
- Engage with an average of 200 drivers daily.
- Provide support to drivers nationwide through audio and video communication.
- Verify truck specifications and process compliance.
- Assist drivers in resolving daily issues related to loaded trailers.
- Handle 23 calls per hour on average.
- Offer driver assistance in English and Portuguese.
Administrative Assistant
Silva Law Firm, PC
01.2024 - 05.2024
- Assist lawyers and paralegals in administrative tasks.
- Provide administrative and secretarial support.
- Develop cases by interviewing prospective clients and review information.
- Prepare status reports and keep clients informed of case.
- Answer calls regarding client inquiries.
Customer Service Lead
Phoenix Airport
02.2022 - 01.2024
- Responsible for providing excellent customer service by handling information inquiries from customers, reservations, ticketing, passenger check-in, baggage check-in, and problem resolution for all passengers and potential passengers/guests.
- Answer calls to provide information, resolve problems or complaints, and assist as needed.
- Handle all aspects of reservations, ticketing, check-in, seat assignment, passenger boarding, and baggage service.
- May handle cash, checks, credit cards, and travel vouchers as forms of payments for tickets.
- Communicate with customers when a flight has been delayed or canceled and work to re-accommodate them according to company policy.
- Provide current and accurate fare, schedule, gate, flight arrival and departure information, as well as answer general inquiries both in-person and over the phone.
- Provide check-in assistance, ticketing changes, re-booking of itineraries and special service requests for passengers.
- Board/deplane flights and escort passengers to and from aircraft in a timely and efficient manning; Ground servicing equipment duties as needed.
- Oversee passenger unloading of firearms in accordance with training, policy, and TSA, and assist passengers, as needed.
- Always maintain positive customer relations by using good judgment and the ability to multitask.
- Ensures FAA, TSA, Airline, and Airport regulations are always followed.
Au Pair
Private Family
08.2019 - 01.2022
- Care for multiple children.
- Drive and pick up the kids from school and other activities.
- Cooke and prepare food
- Keep the children's rooms tidy and clean.
- Iron the children's clothes and do their laundry.
- Help the children with their homework.
- Put the kids to sleep.
- Help the host kids with personal hygiene (tooth brushing, changing diapers etc.
- Light shopping.
- Load and unload the dishwasher.
Education
High School Diploma - undefined
Timeline
Remote Gate Management
Aston Carter
06.2024 - Current
Administrative Assistant
Silva Law Firm, PC
01.2024 - 05.2024
Customer Service Lead
Phoenix Airport
02.2022 - 01.2024
Au Pair
Private Family
08.2019 - 01.2022
High School Diploma - undefined
Additional Logistics & Transportation Experience
- Transportation and Logistics Specialist with strong background in coordinating complex freight operations, optimizing supply chain efficiency, and supporting high-volume distribution networks. Bilingual in English and Spanish, proficient in SAP ERP and Microsoft Excel.
- Amazon – Transportation Specialist (June 2024 – Present)
- - Converted to Blue Badge and promoted to Subject Matter Expert.
- - Point of Contact for Spanish Escalation Line.
- - Launched Spanish Escalation Line.
- - Main Trainer for Triage Agents.
- - Trained about 30 agents in 2 classes.
- - Triage Agents improved defects by 96%.
- - Exceeded calls per hour during contract by 163.35%.
- - Completed transactions 66% faster than standard required.
- - Average defect rate is 0%.
- - Manage daily freight movements into and out of North American fulfillment centers.
- - Coordinate with carriers, vendors, and fulfillment centers to resolve disruptions.
- - Analyze datasets and develop reports to support decision-making.
- - Lead initiatives to improve operational efficiency and implement corrective actions.