Joshua Duran
Bakersfield
Summary
With over 10 years of experience in customer service and safety management, I bring ambition and attention to detail. My expertise lies in demonstrating a deep understanding of safety regulations, exceptional leadership abilities, and effective communication skills to drive the company towards its goals. I have a proven track record of fostering strong working relationships with teams, resulting in improved performance and successful achievement of objectives.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
United Airlines
07.2023 - Current
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
Premier Service Representative
United Airlines
05.2020 - 07.2023
- Badge security checks as well as all Safety announcements and inspections required by the FAA
- Selected by Denver Operations Safety Manager to train new employees and educate them of United's core values
- Safety, Care, Dependability and Efficiency
- Demonstrated excellent communication skills, both verbal and written, to maintain a trusted experience with elite customers, other department managers and fellow team members
- Created detailed reports outlining customer feedback trends over time and was able to improve customer satisfaction scores which earned a 'United Club Service Award'
Customer Service Representative
United Airlines
07.2019 - 05.2020
- Selected by United Regional Manager to lead a new department, Agent on Demand (AOD), which resolved customer complaints and itineraries globally
- Maintained a high level of professionalism when de-escalating difficult customer interactions, resulting in a positive outcome
- Conducted regular meetings with supervisors and managers to discuss any new safety initiatives or changes in policies and procedures
- Created monthly safety performance metrics that enabled management to assess progress towards achieving goals
- Inspecting aircraft upon arrival and the operation of the Jet Bridge
- ensured employees maintained compliance with Personal Protective Equipment (PPE)
Building Manager
Cherry Creek School District
10.2014 - 06.2019
- Managed and maintained building conditions, including security, safety, maintenance and cleaning services to meet district standards
- Maintained records of all building activities, such as rental agreements, contracts, bills
- Enforced safety protocols throughout the building consistently resulting in reduced incidents or accidents.
Education
Bachelor of Arts - Media Arts & Animation
The Art Institute of Colorado
Denver, CO05-2017
Skills
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
- Team building and leadership
- Training and mentoring
- Positive and constructive feedback
- New hire training
- Handling escalations
- Leading team meetings
- Policy enforcement
- Performance evaluations
Certification
- OSHA 30: Occupational Safety & Health Administration
- NFPA 70E: National Electrical Code
- CPR: Cardiopulmonary Resuscitation
- AED: Automated External Defibrillators
- CRO: Complaint Resolution Official
References
- Stephen Stoute, United Airlines, Managing Director Stations Operation Manager, (773) 601-4000, stephen.stoute@united.com
- Raymond Rodriguez, Safety Pro LLC, Safety Professional, (661) 428-5248, rodrig3112@gmail.com
Timeline
Customer Service Supervisor
United Airlines
07.2023 - Current
Premier Service Representative
United Airlines
05.2020 - 07.2023
Customer Service Representative
United Airlines
07.2019 - 05.2020
Building Manager
Cherry Creek School District
10.2014 - 06.2019
Bachelor of Arts - Media Arts & Animation
The Art Institute of Colorado
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