Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Zuleika Marrero

Margate,FL

Summary

Hard-working Individual with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Lead Guest Service Agent

Spirit Airlines
Fort Lauderdale, FL
11.2009 - Current
  • Monitored security and maintained operational protocols.
  • Managed team member schedules and work assignments.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Provided follow through on all calls with confirmations and dissemination of requested information.
  • Utilized Nettracer to input all key data into Spirit's database system.
  • Announced flight status updates and information about gate changes over PA system.
  • Trained and motivated employees to provide exceptional passenger care and support.
  • Tagged baggage and routed to appropriate location for loading and screening.

Workforce Real Time Analyst

AT&T Inc.
Ocala, FL
08.2006 - 11.2009
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Resolved problems, improved operations, and provided exceptional service.
  • Delivered targeted advice on issues such as applicable employment regulations, compensation strategies, and internal systems to help companies update antiquated or ineffective approaches.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Introduced team contests and goals to enhance productivity and improve employee morale.
  • Utilized standard operating procedures, effective crew resource management, communication, and procedures specified in the company operation manual.
  • Ability to work with all levels of leadership in a fast-paced goal-driven environment.
  • Outside of the box, solution-oriented thinker
  • Possesses natural curiosity
  • Strong technical skills with the ability to analyze large volumes of data

Education

Certificate of Completion - Hospitality & Tourism Management

Florida Atlantic University
Boca Raton, FL
04.2020

Skills

  • Conflict mediation
  • Leadership
  • MS Office
  • Collaboration
  • Fluent in Spanish
  • Customer service
  • Critical thinking

Certification

  • Ground Security Coordinator, Spirit Airlines - 4 years
  • Complaint Resolution Official, Spirit Airlines - 4 years
  • Nettracer, Spirit Airlines - 10 years

Timeline

Lead Guest Service Agent

Spirit Airlines
11.2009 - Current

Workforce Real Time Analyst

AT&T Inc.
08.2006 - 11.2009

Certificate of Completion - Hospitality & Tourism Management

Florida Atlantic University

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