Adriana C. Torres Rojas
Airline Professional and Customer Service Specialist
Carbon,AB
Summary
Qualified bilingual airline professional, and customer service specialist skilled at communicating with people from all backgrounds while providing exceptional customer service. Natural leader with a passion for team building and promoting positive company morale. Offering over 28 years of experience, 19 of which in several areas of the airline industry. Enthusiastic about contributing to successful training programs. Well-versed in handling all support functions and managing communication between trainers and participants. Skilled in identifying areas of focus. Superb work ethic and desire to succeed. Highly motivated to improve organization and employee performance by creating an environment of mutual respect, trust, consensus-building and accountability. Able to excel under pressure and minimal supervision. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
29
29
years of professional experience
18
18
Certifications
Work History
Customer Service Representative
Derma Direct UK Limited
12.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
Customer Service Agent/Education & Training Admin
Filler Direct
06.2022 - 12.2024
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
Training Coordinator
Norwegian Airlines
08.2017 - Current
- Developed departmental procedures that better aligned with workflow process
- Audited crew profiles of over 900 pilots and 1500 cabin crew in order to make sure all were legal to perform their flying duties and held required documents in order to comply with EASA guidelines
- Followed up on both cabin and flight crew training needs in order to maintain their checks up to date and avoid any disruption on airline's daily operation due to crew illegalities
- Liaised with all relevant departments to organize and schedule crew for respective training sessions
- Run daily reports, on both cabin and flight deck crew, related to all documents required to operate flights (i.e. passports, visas, medicals, licenses, CCAs) and make sure all documents of operating crew were up to date
- Liaised with relevant AOCs with regard to their specific training requirements, followed up on documentation that certified training attendance/successful completion and kept accurate records for each crew (flight/cabin)
Customer Affairs Officer
Emirates Airline
07.2011 - 11.2016
- Investigated and resolved an average of 215 customer inquiries and complaints per month in empathetic manner, in order to regain customer confidence, restore reputation of Emirates Group and ensure repeat business
- Made recommendations to Customer Affairs Manager to improve service shortfalls
- Adhered to all confidentiality requirements at all times
- Met all customer call guidelines including service levels, and handled time and productivity
- Recommended appropriate compensation and managed each file to successful resolution (including written responses to customers)
- Managed workflow to meet or exceed quality service goals
- Audited outcome of complaints and investigation processes and updated Customer Affairs electronic database
- Analyzed data, monitored trends and identified service and product shortfalls deficits; provided monthly reports to Customers Affairs Management
- Made recommendations for service, procedural and policy improvement to Customer Affairs Management and assisted with process' change as directed
- Trained new staff on operating procedures and company services
- Served as effective liaison between customers and internal departments
- Proved successful working within tight deadlines and fast-paced atmosphere
- Offered friendly and efficient service to all customers, handled challenging situations with ease
- Worked effectively in fast-paced environments
- Demonstrated respect, friendliness and willingness to help wherever needed
- Participated in team projects, demonstrating an ability to work collaboratively and effectively
- Gained extensive knowledge in data entry, analysis and reporting
Stewardess II
Emirates Airline
04.2008 - 07.2011
- Greeted passengers, verified tickets and directed passengers to assigned seats
- Explained use of safety equipment and answered passengers’ inquiries
- Promoted upgrade options to customers, resulting in 3% increase in passengers choosing mile upgrades
- Solicited customer feedback and resolved any problems through LEAP tool (Listen/Empathize/Ask open questions/Paraphrase)
- Promoted safety, comfort and welfare of passengers by following safety and security rules and regulations at all times during flight
- Supervised unaccompanied minors during flights
- Administered first aid to passengers experiencing medical emergencies
- Relayed updates and information to passengers in a friendly and timely manner
- Trained and coached onboard a significant number of new-hired flight attendants during their supernumerary flights.
- Maintained friendly, positive attitude when dealing with distressed passengers
- Exceeded goals through effective task prioritization and great work ethic
- Cultivated interpersonal skills by building positive relationships with others
- Paid attention to detail while completing assignments
Consular Assistant/PPT/Nationality/FBU
U.S. Embassy
01.2006 - 04.2008
- Interviewed an average of 50 applicants per month for Consular Reports of Birth Abroad, claims of U.S. citizenship and U.S. passports
- Performed accurate data entry within ACS software application in order to ensure printing of correct reports of birth and/or passports
- Served as Federal Benefits assistant
- Served as principal backup Consular Cashier
- Organized and performed an average of 5 outreaches per year
- Organized and transferred monthly passport and citizenship records to DoS
- Updated and translated information in section's website
- Served as backup for Emergency Services
- Input data into spreadsheets and databases
ACS Assistant/Cashier
U.S. Embassy
05.2003 - 01.2006
- Collected Consular fees for all applications received by Non-Immigrant, Immigrant, and American Services Units
- Maintained and safe kept of cash advance, controlled consular equipment and cashier files and records
- Reviewed an average of 25 daily applications for accuracy and proper completion for potential passport applicants and citizenship claims
- Entered citizenship cases into ACS+ system and printed Passport and Consular Reports of birth Abroad from Maracaibo Consular Agency
- Served as back-up for Citizenship Services
- Prepared all notarial documents
- Provided information to all public regarding registration, passport and notary services
- Translated information to be posted on Embassy's website
- Answered questions about consular procedures and addressed customer concerns
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy
Customer Service Representative
United Airlines, Inc
08.1995 - 01.2003
- Ticketing Agent
- Gate Agent
- Ticketing/Gate/Customer Service Trainer
- Master Ticketing Stock Custodian
- Reservations Agent
- Corporate Sales Assistant
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services and company information
- Provided primary customer support to internal and external customers
- Recommended products to customers, thoroughly explaining details
- Offered advice and assistance to customers, paying attention to special needs or wants
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
Customer Service Supervisor
United Airlines, Inc
04.2000 - 05.2001
- Member of project team that successfully set up operations in the Aruba (Netherlands Antilles) base
- Assisted in organizing logistics of conjunct operation between cruise company and airline
- Customer Service Supervisor
- Operational support
- Check-in, Ticketing and Gate Supervisor
- Customer Service/Gate/Ticketing Trainer
- Coached employees through day-to-day work and complex problems.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Created customer support strategy to increase customer retention
Education
Certificate - Introduction to Project Management
The University of Adelaide
Adelaide, Australia2017
Certificate - Write 101x: English Grammar and Style
EdX University of Queensland
Queensland, Australia2016
Certificate - Advanced Strategies in Human Resource Management
Embry Riddle Aeronautical University
2016
Certificate - College Writing 2.1x: Principles of Written English
EdX Berkeley
California, USA2013
Certificate - English to Spanish Translation
New York University
2012
Bachelor of Science - Business Administration, Area of concentration: Tourism
Nueva Esparta University
Caracas, Venezuela2001
Skills
- Fluent in Spanish/English
- Calm under pressure
- Expert problem solver
- Dependable
- MS Windows expert
- Thorough and attentive to detail
- Flexible & Adaptable
- Self-motivated professional
- High ethics
- Employee coaching
Certification
- Pro Con Initial/Operational Skills - United Airlines - 1995
- Carrier Consultant Training Program - US Department of Justice Immigration and Naturalization Service - 1995
- First Aid Training - Red Cross - 1996
- Worldwide Fares & Ticketing - United Airlines - 1996
- Counterfeit Detection - Department of Homeland Security USA
- TQL, Leadership and Safety Awareness Seminar - United Airlines - 1997
- Worldwide Fares 2 - United Airlines - 1998
- Customer Service Rising - United Airlines - 1999
- Fastair Conversion Train The Trainer - United Airlines - 2001
- Career Plan - United Airlines -2002
- Customer Service Training - Management Enterprises - 2004
- Online Writing Lab Course PY-212, Advanced Writing/American Studies - National Foreign Affairs Training Center / Foreign Service Institute, U.S. Department of State - 2004
- Nationality Law and Consular Procedures Correspondence Course PC-103 - National Foreign Affairs Training Center / Foreign Service Institute, U.S. Department of State - 2004
- Overseas Citizen Services Correspondence Course PC-104 - National Foreign Affairs Training Center / Foreign Service Institute, U.S. Department of State - 2005
- Cybersecurity Awareness - National Foreign Affairs Training Center / Foreign Service Institute, U.S. Department of State - 2006
- Federal Benefits Training for American Citizen Services - U.S. Department of State, Florida Regional Center - 2006
- Consular Taskforce Basics PC-120 - National Foreign Affairs Training Center / Foreign Service Institute, U.S. Department of State - 2008
- Sweepstakes Ethics Training - Foreign Service Institute US Department of State - 2008
- Cabin Crew Ab-Initio Training Programme - Emirates Airline - 2008
Languages
English (fluent)
Spanish (fluent)
References and Accolades
Available upon request
Timeline
Customer Service Representative
Derma Direct UK Limited
12.2024 - Current
Customer Service Agent/Education & Training Admin
Filler Direct
06.2022 - 12.2024
Training Coordinator
Norwegian Airlines
08.2017 - Current
Customer Affairs Officer
Emirates Airline
07.2011 - 11.2016
Stewardess II
Emirates Airline
04.2008 - 07.2011
Consular Assistant/PPT/Nationality/FBU
U.S. Embassy
01.2006 - 04.2008
ACS Assistant/Cashier
U.S. Embassy
05.2003 - 01.2006
Customer Service Supervisor
United Airlines, Inc
04.2000 - 05.2001
Customer Service Representative
United Airlines, Inc
08.1995 - 01.2003
Certificate - Introduction to Project Management
The University of Adelaide
Certificate - Write 101x: English Grammar and Style
EdX University of Queensland
Certificate - Advanced Strategies in Human Resource Management
Embry Riddle Aeronautical University
Certificate - College Writing 2.1x: Principles of Written English
EdX Berkeley
Certificate - English to Spanish Translation
New York University
Bachelor of Science - Business Administration, Area of concentration: Tourism
Nueva Esparta University
- Pro Con Initial/Operational Skills - United Airlines - 1995
- Carrier Consultant Training Program - US Department of Justice Immigration and Naturalization Service - 1995
- First Aid Training - Red Cross - 1996
- Worldwide Fares & Ticketing - United Airlines - 1996
- Counterfeit Detection - Department of Homeland Security USA
- TQL, Leadership and Safety Awareness Seminar - United Airlines - 1997
- Worldwide Fares 2 - United Airlines - 1998
- Customer Service Rising - United Airlines - 1999
- Fastair Conversion Train The Trainer - United Airlines - 2001
- Career Plan - United Airlines - 2002
- Sweepstakes Ethics Training - Foreign Service Institute US Department of State - 2008
- Cabin Crew Ab-Initio Training Programme - Emirates Airline - 2008
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