ANGELA ROSE
CALGARY,AB
Summary
A highly experienced travel coordinator with a strong background in both international and domestic travel. Skilled in foreign document examination and well-versed in immigration laws and regulations. Committed to delivering exceptional customer service and surpassing expectations. Possesses extensive knowledge of Latin American cultural trends, government policies, history, economy, and religion. A native Spanish speaker with extensive travel experience as a business interpreter, adept at bridging language barriers.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Priority Service Agent
WestJet Airlines
07.2016 - Current
- Utilized strong communication skills to effectively address customer concerns and provide solutions that met their needs.
- Handled challenging situations calmly and professionally, finding effective solutions under pressure without compromising quality of service.
- streamlined check-in process through diligent organization skills resulting in reduced wait times for customers.
- Completed all necessary paperwork accurately and efficiently to ensure proper documentation of transactions.
- Demonstrate a positive attitude and commitment to teamwork in a friendly, caring manner.
- Ensuring safety and on time departure on every flight assign.
- upheld company reputation by adhering to strict guidelines regarding privacy protection when handling sensitive client information.
- Exceeded performance goals consistently, earning recognition for for outstanding service delivery.
Collections Representative
Citibank Group
01.2013 - 01.2015
- Work with a range of products and services, with detail knowledge of administrative and technical skills.
- Involved with the exchange of complex information related to personal accounts, using experienced and ethical judgment regarding personal behavior, conduct and business practices.
- Able to evaluate the task at hand finding the correct solution in order to achieve a solution. Researching problems such as skip tracing, to develop external contacts.
- Shared knowledge with less experience collectors, increasing the opportunity to interpret procedure instruction, by choosing alternative courses of action, to resolve delinquencies.
- Appropriately safe guarding the reputation of the clients and entity, by driving compliance with applicable laws, rules and regulations.
Sales and Service Agent – International Department
American Airlines
01.2005 - 01.2011
- Assists American Airlines prospective customers and members of the top tier travel program.
- Assisting customers in reaching satisfactory solutions to their travel related needs, maintaining confidential accounts. For Spanish and English speaking customers.
- Responsible for account mileage information, upgrades and award ticket issuance.
- In-charge of building extensive itineraries involving different fare rules and travel times with airline partners.
Assistant Coordinator Latin America Flight Service Operations
American Airlines – Miami International Airport
01.2002 - 01.2005
- Responsible in filing reports, completing data entry for flight manifests.
- Travel coordinator for the Latin America Flight Service Department.
- In charge of Crews, Hotel and transportation, uniform order and office supplies.
- In charge of distribution of mail and shipment of International reports. Collected and analyzed documentation assigned by General Latin America Manager.
- Extensive travel to Latin America. Conducted meetings in both Spanish and English, translating company documents, specific to union materials to distribute to all levels of management within Latin America Flight Service Departments.
- Fast work environment, busy airport operations, ad hoc projects were assigned.
- Managed requisitions for 900 employees.
Customer Service Plan – Team Member
American Airlines – Headquarters
01.1999 - 01.2002
- Monitoring calls over the phone, to ensure customer service experience.
- Ensuring that agents were in compliance with the DOT department regulations, in giving correct itinerary quote.
- Responsible for quarterly stats call reports and training coordination for reservation agents.
- In-charge of distributing and sorting out Customer Relations reports.
- Supported projects consisting in developing training material.
- Filed reports of customer service agent performance.
- Assisted in training, creating manuals for new hires in Spanish and English.
- Contributor to American Way in-flight magazine (kids Spanish issue.)
Customer Service Advantage Executive Spanish Department
American Airlines – Central Reservations Office
01.1995 - 01.1999
- Assisted American Airlines, Executive Members, in reaching satisfactory solutions to their travel related needs, maintaining confidential mileage accounts.
- Responsible of building extensive itineraries using different flight partners worldwide, involving different mileage awards and travel requirements for passengers traveling internationally.
Education
Bachelor of Arts - Latin America Studies, Social Behavior Science
University of Arizona
05.2013
Skills
- Computer operations, office software programs, e-mail, internet, airline reservation systems SABRE
- Managing international traveler flow
- Expertise in English and Spanish communication
- Management of travel procedures and compliance
- Customer support leadership
- Ability to build trust in diverse environments
Certification
- SABRE system application
- Dangerous and goods advance
- Safety recurrent training
- Recurrent guest transfers
- Code of Business Conduct
- Acceptable Use Policy
- International transborder departures
- Customs and Immigration checks
- Aircraft security searches
- Emergency response for airports
- Skip Tracing
Timeline
Priority Service Agent
WestJet Airlines
07.2016 - Current
Collections Representative
Citibank Group
01.2013 - 01.2015
Sales and Service Agent – International Department
American Airlines
01.2005 - 01.2011
Assistant Coordinator Latin America Flight Service Operations
American Airlines – Miami International Airport
01.2002 - 01.2005
Customer Service Plan – Team Member
American Airlines – Headquarters
01.1999 - 01.2002
Customer Service Advantage Executive Spanish Department
American Airlines – Central Reservations Office
01.1995 - 01.1999
Bachelor of Arts - Latin America Studies, Social Behavior Science
University of Arizona
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