Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Miguel Cardenas

Oficial De Operaciones Aeronauticas
Cozumel

Summary

Accomplished Airport Customer Service Agent with a proven track record at Delta Airlines, enhancing customer satisfaction through expert resolution of conflicts and ticketing issues. Skilled in MS Office and relationship development, demonstrated ability to manage teams and improve operations. Achieved significant improvements in customer service quality and team communication.

Overview

21
21
years of professional experience
10
10
years of post-secondary education
1
1
Certification
1
1
Language

Work History

Customer Service Representative

United Airlines
05.2021 - Current
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
  • Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Responded proactively and positively to rapid change.

Airport Customer Service Agent

Delta Airlines
02.2009 - 05.2021
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
  • Developed team communications and information.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Increased customer satisfaction by resolving ticketing issues.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Performed Above and Below wing functions.
  • ALIS Weight and balance app user.
  • Resolved ramp problems, improved operations and provided exceptional co-workers support.
  • Worked as a GSC, "Agent in Charge" for ramp operations on Delta.
  • Monitored quality assurance program, including on-site evaluations, internal audits and customer surveys, to improve our skills and service to customers satisfaction.

Airport Customer Service Agent

Menzies Aviation
10.2003 - 01.2009
  • Provided high level of customer service to each person by engaging customer by listening and applied interpersonal skills.
  • Performed duties to various airlines as Northwest, champion Air, Sky Service, United.
  • Managed teams for specific flights and airlines.
  • Solve costumer issues.

Education

No Degree - Tourism

Universidad De Quintana Roo
Cozumel
08.2001 - 07.2011

Skills

    Friendly service mentality

Customer service

Relationship development

Communications

Team Bonding

Problem resolution

MS Office

Team management

Certification

Oficial de Operaciones de Aeronaves

Timeline

Customer Service Representative

United Airlines
05.2021 - Current

Oficial de Operaciones de Aeronaves

07-2009

Airport Customer Service Agent

Delta Airlines
02.2009 - 05.2021

Airport Customer Service Agent

Menzies Aviation
10.2003 - 01.2009

No Degree - Tourism

Universidad De Quintana Roo
08.2001 - 07.2011

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Miguel CardenasOficial De Operaciones Aeronauticas