Debbie Natalie Gonzalez
Los Angeles
Summary
An enthusiastic individual in the aviation industry committed to delivering excellence and contributing meaningful value to your company. I aim to apply the skills I’ve gained in the industry so far and continue expanding my knowledge to elevate my abilities and overall performance.
Overview
10
10
years of professional experience
Work History
Customer Service Agent and Trainer
Hallmark Aviation Services
02.2023 - Current
- Verify passenger documents for international travel and processing luggage, while following safety procedures and maintaining a friendly, professional attitude.
- Addressed conflicts with a focus on reaching an equitable resolution.
- Ticketing: Resolve passenger ticket issues and travel changes.
- Flight Management Unit: Oversee ground service operations and file operational documentation.
- Gate-lead: Coordinate processes between disembarkation and boarding to support on-time departures.
- Lounge: Provided high-level customer service to premium passengers in the Clubhouse lounge.
Customer Service Agent
Total Airport Services
01.2022 - 02.2023
- Greeted passengers at the ticket counter and helped their check-in and baggage process.
- Created and adjusted flight bookings for passengers.
- Worked diligently with passengers to find a solution that effectively resolved the issue at hand.
Customer Service Representative
State Farm
09.2021 - 02.2022
- Managed initial phone calls, which included responding to policy inquiries, processing payments, and scheduling appointments with the agent.
- Responsible for other administrative tasks such as responding to emails, reminding customers to pay their insurance bill, and calling customers when information is needed.
- Served as a translator to assist the agent in writing new policies for Spanish-speaking clients.
Team Member (Seasonal)
Follet (CSUDH Bookstore)
08.2021 - 09.2021
- Processed student book rentals and other purchases on the register.
- Responded to students' questions and helped them locate the materials they needed.
- Worked with my team to gather and process online orders for students, ensuring they were ready for pick-up at the scheduled time.
Barista Trainer
Starbucks
02.2019 - 04.2021
- Served food and hand-crafted beverages such as coffee, tea, and blended drinks at a high pace volume while providing customers with excellent customer service and warm hospitality.
- Facilitated the opening process in the morning by prepping necessary items such as; fresh coffee, whipped creams, sweet creams, mochas, cold brew kegs, etc.
- Trained new employees and transformed them into successful baristas by providing them with knowledge and techniques when making beverages, navigating the POS system, and taking orders.
Team Member
Shake Shack
01.2018 - 04.2019
- Operated card and cash transactions with attentiveness.
- Assembled food that looked presentable, and inspected orders for accuracy before presenting them to customers.
- Completed extensive store cleaning after hours and restocked all products and utensils to ensure a smooth opening the next day.
Hostess
Eatalian Cafe
04.2016 - 03.2018
- Greeted incoming customers and provided them with great hospitality.
- Entrusted to keep a smooth operational flow by checking people in and seating customers according to the availability of tables and waiters.
- Answered phone calls, managed take-out orders, booked reservations, and answered customer's inquiries/concerns.
- Printed the Sales Summary Report at the night's end and ensured that the cash balance matched the expected amount.
Education
Bachelor's Degree - Business Management, Finance
California State University of Northridge
Northridge, CA05.2025
Associate Degree - Arts, Science
El Camino College
Torrance, CA06.2022
Skills
- Bilingual (Spanish)
- Adaptive
- Collaborative
- Continuous learner
- Problem resolution
- Paperwork processing
Timeline
Customer Service Agent and Trainer
Hallmark Aviation Services
02.2023 - Current
Customer Service Agent
Total Airport Services
01.2022 - 02.2023
Customer Service Representative
State Farm
09.2021 - 02.2022
Team Member (Seasonal)
Follet (CSUDH Bookstore)
08.2021 - 09.2021
Barista Trainer
Starbucks
02.2019 - 04.2021
Team Member
Shake Shack
01.2018 - 04.2019
Hostess
Eatalian Cafe
04.2016 - 03.2018
Associate Degree - Arts, Science
El Camino College
Bachelor's Degree - Business Management, Finance
California State University of Northridge