Alexander Naid Cortés Hernández
Síntesis profesional
Aviation professional with more than 3 years of experience in international airport services, specialized in flight control and high-level customer service (Emirates, Air France/KLM). Focused on ensuring smooth operations, air safety, and service excellence under the strictest international standards. Expert in conflict resolution, crisis management, and optimization of operational processes.
Información general
2
2
Languages
1
1
Certification
1
1
year of post-secondary education
4
4
years of professional experience
Experiencia laboral
FLIGHT CONTROLLER AND PASSENGER SERVICE AGENT
Menzies Aviation Group México - Emirates / Viva
Mexico City
2025.01 - Current
· Operational Management: I coordinate the flight's operational supervision, ensuring compliance with safety protocols and punctuality.
· Conflict Resolution: I proactively intervene in critical situations with passengers and crew, ensuring smooth operations even under high pressure.
· Optimization: I develop concrete solutions to address unforeseen operational needs, improving on-ground service efficiency.
PASSENGER SERVICE AGENT
Swissport Aviation Service México - Air France / KLM
Mexico City
2023.06 - 2025.01
· Service Excellence: Managed the full customer service cycle in Check-In and boarding areas for premium airlines, maintaining high satisfaction levels.
· Quality Management: Resolved customer claims and complaints through assertive communication and empathy, safeguarding the airline's reputation.
Filing Clerk and Social Service Provider
Mexico City Metro System
Mexico City
2022.08 - 2023.02
· Document Management: I administered historical files, ensuring the integrity of public documentation and optimizing query times.
· Process Optimization: Implemented internal procedures, improving efficiency in public service delivery and database maintenance.
Estudios
Diploma - Municipal Administration
Universidad Nacional Autónoma de México
Naucalpan de Juárez, Estado de México 2023.03 - 2023.12
Bachelor´s degree - Political Science and Public Administration
Universidad Nacional Autónoma de México
Naucalpan de Juárez, Estado de México 2018 - 2022
Competencias
- Operations: Flight Control, Baggage Handling, Attention to Passengers with Disabilities (Certified)
- Interpersonal Skills: Assertive communication, high-end customer service, adaptability and teamwork
- Strategic Skills: Crisis management, conflict resolution under pressure, process optimization and decision making
Languages
Spanish
First language
English
Avanzado (C1)
Certificación
Technical Certifications (2025):
- Emirates: Emirates Passenger Control (EPC), Emirates Service Standards & Systems, Emirates Baggage Service Standards and System.
- Menzies Aviation: Passengers with Disabilities.
Cronología
FLIGHT CONTROLLER AND PASSENGER SERVICE AGENT
Menzies Aviation Group México - Emirates / Viva
2025.01 - Current
PASSENGER SERVICE AGENT
Swissport Aviation Service México - Air France / KLM
2023.06 - 2025.01
Diploma - Municipal Administration
Universidad Nacional Autónoma de México
2023.03 - 2023.12
Filing Clerk and Social Service Provider
Mexico City Metro System
2022.08 - 2023.02
Bachelor´s degree - Political Science and Public Administration
Universidad Nacional Autónoma de México
2018 - 2022