Yliana Rivera
Litchfield park,AZ
Summary
Experienced and customer-focused Airport Customer Service professional with a strong background in providing exceptional service and support to passengers. Skilled in handling various customer inquiries, resolving issues, and ensuring a positive travel experience. Demonstrated ability to effectively communicate with diverse individuals, multitask in fast-paced environments, and maintain a calm and professional demeanor.
Overview
10
10
years of professional experience
Work History
CSA
Alliance Ground Service
Phoenix, AZ
06.2023 - Current
- Assist in handling customer inquiries, complaints, and requests, resolving issues promptly and ensuring customer satisfaction.
- Ensures that customer service policies and procedures are followed by the team, providing guidance and support as needed.
- Work closely with other airport departments, such as security, operations, and baggage handling, to ensure a seamless customer experience.
- Ability to resolve ticketing issues – Change date, names, itineraries, make payments, amend flight details.
- Ensure that customer service operations adhere to applicable regulations, policies, and standards, such as safety and security protocols.
Courier Driver
Peninsula Messenger Service
Bakersfield, CA
09.2022 - 05.2023
- Delivered packages, documents, and other items to various locations.
- Ensuring packages are delivered in a timely manner.
- Collect payments and obtaining signatures from recipients.
- Communicate with customers to provide updates on delivery status.
- Inspect and maintained the vehicle used for deliveries.
- Planned and organized delivery routes to optimize efficiency.
- Provide excellent customer service and addressing any concerns or issues.
CSA/Ramp Agent
Delta Global Service
Bakersfield, CA
04.2020 - 09.2022
- Assisted customers with their check-in process by providing information about flight schedules, baggage allowances, and check-in procedures.
- Handled customer inquiries and resolving issues related to ticketing, flight delays, cancellations, and lost baggage.
- Ensured smooth boarding and deplaning processes by coordinating with ground crew and flight attendants.
- Assist passengers with special needs, such as elderly or disabled individuals, by providing wheelchair assistance and ensuring their comfort and safety.
- Assisted in the loading and unloading of baggage and cargo from aircraft, ensuring proper handling and security measures are followed.
CSA
Matrix Aviation
Los Angeles, CA
09.2018 - 04.2020
- Provided information about airport facilities, security procedures, and transportation options to customers.
- Performed general ramp duties, such as marshaling aircraft, guiding pilots during taxiing, and ensuring the safety of ground operations.
- Conduct aircraft checks, such as inspecting the exterior for damage or loose parts and reporting any issues to the maintenance team.
- Assisted in the coordination of aircraft turnaround activities, such as refueling, catering, and cleaning, to ensure timely departure of flights.
Ramp Agent
Airport Terminal Service (LAX)
Los Angeles, CA
09.2015 - 09.2018
- Load and unload baggage and cargo from aircraft.
- Operate ground support equipment, such as baggage carts, cargo loaders, and aircraft tugs.
- Marshal aircraft during arrival and departure.
- Assisted with aircraft push back and gate services.
- Ensured the safety and security of aircraft, passengers, and crew during ground operations.
- Communicated with pilots, ground control, and other ramp agents using radio communication.
- Provide excellent customer service to passengers and airline staff.
- Reported any incidents, accidents, or irregularities to the appropriate authorities.
Education
High School Diploma -
Bell High
Bell, Ca06-2008
Skills
- Microsoft Office
- Procedures
- Administrative
- Communication skills
- Customer Service
- Processes and
- Leadership
- Goal-oriented
- Departures
- Managing
- Check-in
- Security
- Organizational skills
- Screenings
- Policies
- Key accounts and
- Territory management
- Safety
- Problem analysis
- Phone etiquette
- Troubleshooting
- Systems and automation applications (Saber, Amadeus, Timatic)
Timeline
CSA
Alliance Ground Service
06.2023 - Current
Courier Driver
Peninsula Messenger Service
09.2022 - 05.2023
CSA/Ramp Agent
Delta Global Service
04.2020 - 09.2022
CSA
Matrix Aviation
09.2018 - 04.2020
Ramp Agent
Airport Terminal Service (LAX)
09.2015 - 09.2018
High School Diploma -
Bell High