Summary
Overview
Work History
Education
Skills
References
Timeline
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Ana Lorena Rodriguez Herrera

Ottawa

Summary

Customer service professional with extensive experience in ticketing operations and performance coaching at Westjet. Demonstrated success in enhancing team collaboration and consistently exceeding service standards. Fluent in Spanish, skilled in problem-solving, and committed to compliance and safety in high-pressure environments. Recognized for effectively managing escalated customer support issues and achieving both personal and business objectives.

Overview

28
28
years of professional experience

Work History

Customer Service Representative

Westjet
Ottawa
09.2024 - Current
  • Managed customer expectations professionally during peak travel periods.
  • Coordinated with airlines to facilitate proper passenger boarding on flights.
  • Assisted customers with ticket purchases, trip planning, pricing, and scheduling.
  • Completed order transactions and generated detailed travel documentation and itineraries.
  • Coached staff on performance enhancement strategies and customer relations improvement.
  • Utilized Sabre Red 360 software for efficient ticketing operations.

Scale Attendant

City of Ottawa
Ottawa
03.2021 - Current
  • Verified accuracy and completeness of COVAX-related data.
  • Registered documents for effective data entry and management.
  • Entered data according to specified formatting guidelines.
  • Balanced cash drawer at shift end, ensuring transaction accuracy.
  • Issued receipts to customers upon transaction completion.
  • Inspected incoming loads for prohibited materials to ensure compliance.

Compliance Coordinator

American Airlines
Ottawa / Dorval
03.2021 - 06.2023
  • Developed action plans addressing audit findings and compliance violations.
  • Conducted internal audits, providing management with detailed reports of findings and recommendations.
  • Facilitated compliance training programs accompanied by regular communications to staff.
  • Reviewed company policies, noncompliance reports, and discrepancies for compliance audit compilation.

International Customer Service Trainer

Canada/Europe/Asia
Ottawa
06.2015 - 09.2020
  • Trained new employees, coaching for effective performance evaluations.
  • Developed training manuals and visual aids to enhance educational resources.
  • Managed customer complaints, resolving issues with professionalism and efficiency.
  • Established strong client relationships, consistently exceeding service standards.

Customer Service Representative

US Airways
Ottawa
05.1997 - 09.2015
  • Coordinated ticket counter operations with ramp activities to ensure timely baggage handling and flight schedules.
  • Communicated arrival and departure details, boarding procedures, gate changes, and carry-on regulations.
  • Managed time efficiently in high-paced environments to meet operational demands.
  • Operated ground support equipment safely to facilitate aircraft movement.

Education

High School Diploma -

Rideau High School
Ottawa, ON
06-1994

Travel & Tourism Diploma -

Algonquin College
Ottawa, Ontario

Records Management Diploma -

Algonquin College
Ottawa, Ontario

Skills

  • Fluent in Spanish
  • Native proficiency in Sabre software
  • CoVax software expertise
  • Team building and collaboration
  • Dependability and professionalism
  • Problem solving and analytical thinking
  • Adaptive learning strategies
  • PPE compliance and safety
  • Organization and time management
  • Ticketing operations management
  • Data entry skills
  • Performance coaching and training development

References

Available Upon Request

Timeline

Customer Service Representative

Westjet
09.2024 - Current

Compliance Coordinator

American Airlines
03.2021 - 06.2023

Scale Attendant

City of Ottawa
03.2021 - Current

International Customer Service Trainer

Canada/Europe/Asia
06.2015 - 09.2020

Customer Service Representative

US Airways
05.1997 - 09.2015

High School Diploma -

Rideau High School

Travel & Tourism Diploma -

Algonquin College

Records Management Diploma -

Algonquin College

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Ana Lorena Rodriguez Herrera