ZULEIDYS RODRIGUEZ VALDES
Miami,USA
Summary
Versatile and results-oriented Terminal Operations Senior Agent with extensive experience at the Miami-Dade Aviation Department. Streamlined operations in collaboration with CBP, enhanced TSA checkpoint efficiency, and adeptly managed airport safety protocols. Expert in Everbridge Critical Event Management, with a talent for bilingual communication and personnel training.
Overview
11
11
years of professional experience
Work History
Terminal Operations Senior Agent
Miami Dade Aviation Department
09.2024 - Current
- Oversaw daily operations at the Terminal, the FIS, and the AOC, ensuring compliance with all industry regulations and guidelines.
- As a senior agent, I assisted with training sessions for new hires to ensure a smooth onboarding process. I also trained promoted agents.
- Assisted with scheduling and overtime distribution.
- Supervise and coordinate with terminal staff to ensure compliance with FAA/TSA regulations and departmental policies.
- Oversee Airport Operations Specialists and clerical staff, ensuring efficient shift operations and procedure adherence.
- Conduct inspections of terminal facilities, enforcing safety and compliance standards.
- Provide guidance, assistance, and information to passengers, tenants, and visitors while maintaining excellence in public relations.
- Monitor ground and local government radio frequencies, respond to emergencies, and coordinate with emergency response teams.
- Maintain accurate records, prepare operational reports, and coordinate responses to operational incidents.
Terminal Operations Agent
Miami Dade Aviation Department
06.2021 - Current
- As an Airport Terminal Operations Agent, I work in three different areas: FIS, Terminal, and the Airport Operations Center
- As an agent in FIS, I work with CBP to organize the passengers arriving at our port, assign the belts, and supervise the overall operation in the Federal Inspection Area
- As a terminal Agent, I supervise a group of specialists who monitor the TSA checkpoint and airline counter lines and check the overall care of our terminals at Miami International Airport
- Also assist with elevator entrapments, accident reports, and equipment checks
- As an agent at the Operations Center, I monitor alarms, check for expired badges, and assist airlines and vendors at our facilities
- Also, monitor the fire alarms at different airports in Miami Dade County
- Moreover, I frequently use the Everbridge Critical Event Management System to inform about critical events happening in our airport
- Duties included the operation of a passenger-paging system and the provision of bi-lingual or multi-lingual translation assistance
Qatar Airways Passenger Service Lead and Trainer
Swissport USA
02.2018 - 05.2018
- Together with the Qatar Airways team prepare the flight
- Monitor the check-in process at the counter
- Assist agents with any issues at the counters
- Check proper documents to travel
- Assist at the boarding gate
- Train new agents in the Altea CM, system utilized by the airline
- Arranged roster with assignments
- Monitored the operation from the counters to the gates
- Requested wheelchair services for all flights assigned
- Worked together with Frontier management to assist customers during disruptions
Frontier Airline Passenger Service Supervisor
Swissport USA
10.2017 - 02.2018
- Prepared the flight, from gate request and catering to fueling and cleaning services for the aircraft
- Assigned agents to different duties during the operation
- Monitored the flight, and checked for customers with needed assistance both upon arrival and departure
- Handle ticketing-related issues
- Assured all agents are up to date with their training records
- Prepared post-flight reports
- Checked on attendance daily
Aer Lingus Supervisor
Swissport USA
08.2017 - 10.2017
Supervisor for Scandinavian Airlines
Swissport USA
09.2016 - 08.2017
- Also, provided assistance, information, and directions to travelers and visitors to Miami International Airport concerning airport services and facilities, ground transportation, local restaurants and entertainment, flight information, airline ticket counter locations, lodging, tours, and other traveler and visitor needs
- Monitor the alarms system; recognize and respond to critical alarms by contacting airport security and maintenance personnel as required
- Monitor cameras, and the IDs swiped by employees throughout the airport
- Ability to deal tactfully, persuasively, and effectively with the public and with a variety of foreign nationals
- Ability to fluently speak, understand, and translate English and one or more foreign languages
- Ability to establish and maintain effective working relationships with the public, airline employees, supervisors, and officials of Federal and local organizations
- Ability to prepare a variety of reports and surveys
Customer Service Supervisor for American Airlines
Swissport USA
05.2014 - 09.2016
- Supervise and coordinate activities of staff to ensure compliance with established policies, procedures, and standards
- Request gate assignment, catering for the flight and coordinate crew transportation from and to the hotel
- Monitor the flight, and check for customers with needed assistance upon arrival or departure
- Coordinate with airport protocol, customs, and police if needed assistance for VIP customers
- Supervise that aircraft be ready for departure: cleaning and catering done correctly and on time; bags and cargo loaded to aircraft; fueling completed; etc
- On the departure, make sure all passengers are accounted for and the flight is boarded and dispatched on time
- After flight departure, make a report of the operation and input statistics of the flight to the system
- Provided for the safety and comfort of passengers and satisfied their needs and requests, within the limits of sound operational procedures
- Make manning and work schedules and input schedule and work hours in the Attendance System
- Coordinate and organize the operation for the day
Education
ASSOCIATE'S DEGREE - AVIATION ADMINISTRATION
MIAMI DADE COLEGE
05.2023
Skills
- Organizational Skills
- Analytical Problem-Solving
- Optimistic Mindset
- Effective Communication Skills
- Results-Driven Approach
- Collaborative Teamwork
- Effective Communication
- Adaptability and flexibility
- Effective Time Management
- Service Excellence
- Operations management
Job Related Training
- Everbridge Incident Operator, 11/02/22
- FEMA IS-120C: An Introduction to Exercises, 07/01/22
- Miami-Dade County No Wrong Door Initiative Course, 11/01/21
Languages
Spanish
Native or Bilingual
English
Full Professional
French
Elementary
Timeline
Terminal Operations Senior Agent
Miami Dade Aviation Department
09.2024 - Current
Terminal Operations Agent
Miami Dade Aviation Department
06.2021 - Current
Qatar Airways Passenger Service Lead and Trainer
Swissport USA
02.2018 - 05.2018
Frontier Airline Passenger Service Supervisor
Swissport USA
10.2017 - 02.2018
Aer Lingus Supervisor
Swissport USA
08.2017 - 10.2017
Supervisor for Scandinavian Airlines
Swissport USA
09.2016 - 08.2017
Customer Service Supervisor for American Airlines
Swissport USA
05.2014 - 09.2016
ASSOCIATE'S DEGREE - AVIATION ADMINISTRATION
MIAMI DADE COLEGE
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