Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Jose Luis Becerra Zuluaga

Mississauga,ON

Summary

Customer-focused professional willing to go the extra mile to meet customer needs, increase satisfaction, and promote loyalty. Expertly handles diverse concerns with a solution-focused mindset and attention to detail. Excels in research, documentation, and problem-solving. A former flight attendant, wheelchair, Lead Pax Service with over 18 years of experience in the national and international commercial airline industry dedicated to security and customer service. Highly organized and responsible with developed interpersonal skills, attention to detail, and oral comprehension.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Lead Passenger Service Agent

SWISSPORT
10.2023 - Current
  • Supervise/control staff assignments including reporting, absences, overtime and compensation.
  • Plan and deploy resources to ensure collective success by producing rosters in line with customer agreements and operational requirements.
  • Develop an open feedback culture by managing employee performance and ensuring delivery of training to the required standard.
  • Ensure compliance with all Swissport corporate safety and security procedures to meet/exceed regulatory standards and deliver the desired customer service experience.
  • Maintain up-to-date company and customer manuals and documentation.
  • Build and maintain relationships with customers and airport authorities.
  • Encourage consistency and collaboration through clear communication at all levels, including staff briefings and shift handover meetings.
  • Ensure compliance with Swissport's SOPs and policies.
  • Ensure maximum efficiency in the operation of inbound and outbound flights.
  • Resolve conflict and irregularities and take appropriate action.
  • Responsible for maintenance of assigned equipment and materials.
  • Implement and monitor the local emergency plan.
  • Mentored junior staff members on effective problem-solving techniques, fostering an atmosphere of continuous learning within the team

International Flight Attendant

AVIANCA SA
05.2008 - 07.2023
  • Welcomed passengers aboard and provided overview of safety procedures.
  • Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
  • Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
  • Ensured safety and comfort of customers onboard aircraft.
  • Assisted passengers who had special needs, unaccompanied minors, and unique passengers on departures and arrivals.
  • Ensured cabin seating aligned with passenger counts.
  • Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
  • Collected trash, tidied up aisles and wiped down surfaces during and in between flights to keep cabin clean.
  • Resolved passenger conflicts and medical emergencies during flights.
  • Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.

Education

BBA - Tourism And Hotel Management

CORPORACIÓN LITORAL

Skills

  • Exceptional communication
  • Flexible schedule
  • Team management
  • Effective decision making
  • Ticketing expertise
  • Strong leadership
  • Customer service management
  • VIP support
  • Motivating employees
  • Multitasking

Certification

  • Valid Purple RAIC
  • Forklift Operator

Languages

Spanish
Native or Bilingual
English
Advanced (C1)

Timeline

Lead Passenger Service Agent

SWISSPORT
10.2023 - Current

International Flight Attendant

AVIANCA SA
05.2008 - 07.2023

BBA - Tourism And Hotel Management

CORPORACIÓN LITORAL

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Jose Luis Becerra Zuluaga