Ismael Cervantes
Hawthorne
Summary
Motivated and skilled job seeker with a strong desire to contribute to a company's success through the application of abilities and skills. Seeking an entry-level position that values hard work, enthusiasm, and ongoing training opportunities. Committed to delivering exceptional results and eager to make a positive impact within a dynamic and rewarding work environment.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Agent
Alaska Airlines
08.2024 - Current
- Responsible for assisting guests with travel needs by responding to guest inquiries and resolving complaints, and performing various tasks in baggage, ticketing, check-in and boarding flights
Manager Fleet Services
Envoy Air
04.2024 - 08.2024
- Oversee and direct the cabin service team, allocating lunches and breaks while ensuring compliance with meal and break laws
- Provide proactive coaching and counseling to employees
- Monitor employee productivity during shifts by tracking completion timings to optimize operational efficiency
- Utilize systems to strategically position staff and ensure adequate coverage of functions
Customer Support
Space X
04.2022 - 04.2024
- Offer multichannel customer support, addressing and resolving issues while providing expert technical support for hardware, software, and networking
- Work closely with internal teams to create and improve diagnostic techniques
- Develop and maintain internal knowledge bases and support resources
- Identify and surface product, process, and training issues using multiple approaches
Zone Controller Supervisor
United Airlines
06.2016 - 01.2023
- Key responsibilities include providing leadership, guidance, and mentorship to employees, ensuring operational consistency, and supporting continuous improvement initiatives
- The Supervisor will also investigate performance, safety incidents, and customer complaints
- Assign gates full communication with NOC for Ac Swaps and airport authorities/FAA/TSA/LEO
- Assign Tows for the MX team
Education
Bachelor's degree - Business Administration
Loyola Marymount University
Los Angeles, CA06.2016
Skills
- Customer service
- Data entry
- Problem resolution
- Outstanding communication skills
- Call center experience
- Active listening
- Customer complaint resolution
- Customer relationship management (CRM)
Personal Qualifications
- Reliable
- On-time
- Work well under pressure
- Very flexible recruiting and training personnel
- 11 years in Airport Operations leadership
- GSC certified
Certification
GSC qualified
Languages
Spanish
Full Professional
Timeline
Customer Service Agent
Alaska Airlines
08.2024 - Current
Manager Fleet Services
Envoy Air
04.2024 - 08.2024
Customer Support
Space X
04.2022 - 04.2024
Zone Controller Supervisor
United Airlines
06.2016 - 01.2023
Bachelor's degree - Business Administration
Loyola Marymount University
GSC qualified
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