Summary
Overview
Work History
Education
Skills
Languages
Affiliations
Timeline
Generic

Daniel Arrué

Summary

Enthusiastic person eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of management and trained in customer service. Motivated to learn, grow and excel in the airline industry.

Overview

14
14
years of professional experience

Work History

Customer Experience Manager

Air Canada
11.2022 - Current
  • Enhanced customer satisfaction by implementing a streamlined feedback system.
  • Increased employee retention through effective training and mentorship programs.
  • Reduced response time to customer inquiries by optimizing support channels.
  • Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
  • Established cross-functional teams for improved communication between departments and better customer experiences.
  • Conducted regular performance reviews with team members, fostering professional growth and development.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.

Passenger Service Supervisor

United Airlines
06.2018 - 11.2022
  • Continually monitors and evaluates operation and coordinates adjustment of resources
  • Assists in provision of Emergency/IRROP response activities as required
  • Trains, instructs, guides, assesses and supports team members by showing and describing standard tasks and equipment operation
  • Provides 1:1 assistance and coaching to team members whom are experiencing difficulties in specific areas/aspects of their role
  • Provides daily direction and communication to employees; schedules and controls resources and work arrangements within their zone to ensure efficient and effective operation within established service level performance and quality standards, including employee uniform standards compliance
  • Coordinating daily work/activity plans and making required adjustments to maintain passenger flow avoid bottlenecks and provide quality customer service
  • Supervise and direct the work of all passenger service agents on your shift as they check in passengers and luggage and address passenger questions and concerns
  • Manage passenger service agent manpower to ensure adequate staffing on your shift
  • Serve as point person for customers and management to alert them to any irregular operations which may cause delays or otherwise impact service to our customers
  • Be responsible for conducting on job training for new team members
  • Observe and enforce all safety regulations and company policies
  • Assist with all passenger service duties (checking in passengers, luggage, and communicating with passengers and coordinating ticket counter activities with vendors, flight and ground handling teams) as needed.
  • Enhanced passenger satisfaction by efficiently managing daily operations and addressing customer concerns promptly.
  • Streamlined boarding processes for a smoother travel experience, reducing wait times and increasing customer satisfaction.

Passenger Service Agent

AeroMexico/IcelandAir
06.2018 - 08.2018
  • Checked in luggage and confirmed all carry-on items met federal guidelines
  • Instructed passengers on safety and emergency procedures and answered all passenger inquiries
  • Monitored security and maintained operational protocols
  • Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
  • Prepared customer invoices, accepted payments and processed refund and cancellation requests.
  • Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
  • Collaborated with airline personnel to facilitate seamless coordination between departments.
  • Enhanced customer satisfaction by providing efficient check-in and boarding services.
  • Streamlined baggage handling for improved passenger experience and reduced wait times.

IRROPS SOC Center Coordinator

Taca International Airlines (Avianca)
01.2012 - 02.2018
  • Work in conjunction with the System Operation Center (SOC) in case of delayed flights, diversions, cancellations, etc
  • Creating re-accommodation plans to support hubs and airports in the decision making not only considering revenue but focuses on customer service
  • Receive and processed the AMS coming from Netline Ops to Inventory in events of disruption to making sure that the additional leg was created right in Altea CM
  • Accountable for initiation of the emergency lock, to protect the integrity of the flight information data
  • Coordinate with fleet planning, extra segments, cancellations due to maintenance, etc
  • Demonstrated exceptional problem solving skills in analyzing and implementing protection alternatives for passengers ( Elite members, groups, miss connections, etc.) delayed luggage affected by flight irregularities (delays, cancellations, deviations, denied boarding regardless of cause)
  • Responsible for analyzing and implementing initiatives to minimize denied boarding, delayed luggage, compliance, LOD, connectivity
  • Analyzed flight irregularities and created procedures in inventory system to proactively reduce financial losses or damage to brand image
  • Prepared exonerations to customer unable to travel due to unforeseen circumstances caused by nature
  • Complied with airline policies and procedures including but not limited to operational safety, industrial safety, quality and environment
  • Complied with airline national and international aeronautical and non-aeronautical regulations within airlines operational markets
  • Coordinate with operational areas who were involved in the re-accommodation process of the passengers, creating work orders for call center and airports to be actioned in timely manner
  • Managed quality assurance program, including on-site evaluations and internal audits
  • Participated in team-building activities to enhance working relationships
  • Created plans and communicated deadlines to ensure projects were completed on time
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Enhanced program efficiency by streamlining administrative processes and implementing new organizational systems.
  • Increased participant satisfaction by providing exceptional customer service and promptly addressing concerns.

Passenger Service Agent

Taca International Airlines
06.2010 - 01.2012
  • Dangerous goods trained
  • Resolved passenger issues with empathetic communication and effective problem-solving techniques.
  • Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
  • Ticketing and reservations
  • Managed team member schedules and work assignments.
  • Enhanced customer satisfaction by providing efficient check-in and boarding services.
  • Streamlined baggage handling for improved passenger experience and reduced wait times.

Education

Bachelor of Science: Communications -

Universidad Dr. Jose Matias Delgado
San Salvador, El Salvador
01.2013

Skills

  • Coordination of multidisciplinary teams
  • Team player and detailed oriented
  • Proactive in problem solving
  • Coordinating schedules
  • Customer service
  • Excellent communication skills
  • Strong computer skills
  • Engagement Strategy Development
  • Customer Empathy
  • Program Improvement
  • Customer Acquisition
  • Account Management
  • Relationship building
  • Adaptability and flexibility
  • Effective communication
  • Time management
  • Team leadership

Languages

Spanish
Native or Bilingual
English
Full Professional

Affiliations

  • Love playing instruments, Guitar, Drums, Bass.
  • Sports are my thing, Soccer, Basketball, Tennis, Volleyball.
  • Love to drive, I'm a Car guy

Timeline

Customer Experience Manager

Air Canada
11.2022 - Current

Passenger Service Supervisor

United Airlines
06.2018 - 11.2022

Passenger Service Agent

AeroMexico/IcelandAir
06.2018 - 08.2018

IRROPS SOC Center Coordinator

Taca International Airlines (Avianca)
01.2012 - 02.2018

Passenger Service Agent

Taca International Airlines
06.2010 - 01.2012

Bachelor of Science: Communications -

Universidad Dr. Jose Matias Delgado

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Daniel Arrué