Emma Romero Mangulabnan
San Diego
Summary
Customer service representative skilled in identifying customer needs and delivering effective solutions. Demonstrated expertise in conflict resolution and time management, ensuring smooth travel experiences and fostering strong relationships with passengers.
Overview
1
1
Language
11
11
years of professional experience
Work History
Customer Service Agent
Alliance Ground International
02.2026 - Current
- Checked in passengers, ensuring accurate documentation and smooth travel experience., Boarded aircraft, facilitating timely departures and enhancing passenger satisfaction., Coordinated aircraft turnaround processes, minimizing delays and optimizing operational workflow., Operations
- Resolved customer complaints through effective communication and problem-solving skills.
- Resolved customer complaints through effective communication and problem-solving skills.
Front desk/ Transportation Coordinator
Boys and Girls club
05.2023 - 04.2025
- Recapped daily transactions to ensure accurate deposit documentation, Coordinated registration sign-ups to facilitate efficient scheduling, Answered phone calls to assist customers and provide information, enhancing overall service experience.
- Coordinated transportation schedules for youth programs and activities.
- Managed logistics for field trips and events to ensure smooth operations.
- Communicated with parents regarding transportation details and safety protocols.
Customer Service Agent
British Airways
10.2017 - 03.2023
- Coordinated conflict resolution and de-escalation efforts to maintain operational stability.
- Resolved customer inquiries and issues promptly and effectively.
- Resolved customer inquiries and issues promptly and effectively.
Customer Service
JetBlue
11.2019 - 12.2019
- Resolved conflicts to ensure passengers had a smooth travel experience
- Provided excellent customer service throughout each installation process.
- Delivered high-quality customer service at all times.
Customer Service Agent
Condor/Edelweiss
06.2016 - 09.2017
- Processed cash and credit transactions, ensuring accuracy and efficiency, Time Management, Resolved difficult passenger issues to improve customer satisfaction.
Hostess
Casa de Pico
05.2015 - 06.2016
- Welcomed guests and seated them promptly to create a pleasant dining experience.
- Managed reservation system to ensure efficient seating arrangements.
- Coordinated with servers to streamline guest service flow and enhance satisfaction.
- Managed cash transactions, provided customer service, and communicated positively while demonstrating teamwork, dependability, organization, and multitasking. Led staff to enhance service quality.
Education
Medical Administrative Assistant Program -
Pima Medical Institute
Chula VistaHigh school diploma -
Otay Ranch High School
Chula VistaSkills
- Passenger check-in
- Customer relationship management
- Operational workflow
- Scheduling coordination
- Issue tracking
- Time optimization
- Conflict resolution
Communication Leadership
- Very strong customer service and communication skills
- Proficient in multiple languages
- Ability to remain professional in a difficult situation
- Well trained in good manners and active listener
- Aware of all the airport regulations and new policies
- Certified in standard checking in software systems
- Able to show empathy to customer to give them a great experience
Languages
Spanish
Full Professional
References
- Evelyn Pantoja 619-719-8249
Timeline
Customer Service Agent
Alliance Ground International
02.2026 - Current
Front desk/ Transportation Coordinator
Boys and Girls club
05.2023 - 04.2025
Customer Service
JetBlue
11.2019 - 12.2019
Customer Service Agent
British Airways
10.2017 - 03.2023
Customer Service Agent
Condor/Edelweiss
06.2016 - 09.2017
Hostess
Casa de Pico
05.2015 - 06.2016
Medical Administrative Assistant Program -
Pima Medical Institute
High school diploma -
Otay Ranch High School