Katherine Aparicio
Fontana
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Well-versed in applying strong communication and problem-solving to resolve diverse customer issues and maximize satisfaction. Good conflict mediation and multitasking abilities . Trained in connecting with clients to build positive relationships that help strengthen loyalty and that contribute to company success. 8+ years of customer service expertise.
Overview
10
10
years of professional experience
Work History
Operations Associate
PS
Los Angeles
08.2021 - Current
- Interact with high profile clients , ensuring their privacy is being protected and providing gracious, attentive, and friendly service.
- Assigned a caseload of clients/members and expected to learn everything about client/members’ travel itinerary including flight details, ground transportation arrangements, and any specific preferences
- Ensure high-profile clients receive an unparalleled level of service during their time at PS, foresight to anticipate and cater to every need of the members.
- Greet members/clients at the airport gates and arriving members at PS.
- Assist with Member luggage and carry-ons in accordance with approved standard operating procedures.
- Trained to transport and operate members across the active LAX airfield to and from airport gates and do so safely and efficiently.
- Escort members/clients to their suites and explain the room facilities and layout.
- Escort members/clients through the TSA and or Customs screening process, across their airfield and to their departing/arriving gates in accordance with approved standard operating procedures.
- Arranged special accommodations for guests to enhance visitor experiences.
- Maintained guest privacy and building reputation by keeping information confidential.
Customer Service Agent
Hallmark Aviation: Emirates
Los Angeles
12.2016 - 08.2021
- Inspect and verify passenger documentation, issue boarding passes and reschedule passengers affected by flight interruptions or cancellations.
- Manage passenger baggage processing including handling and fee calculation if applicable.
- Assist passengers as needed through arrival and check in processes including support for passengers with special needs such as unaccompanied minors (UM), VIP passengers and passengers needing wheelchair assistance.
- Direct passengers through Customs, Immigration, and Quarantine, as required.
- Make public address announcements as required.
- Assist Ramp Service Agents to ensure that wheel-chairs, strollers and gate checked bags (cleared through security) are made available for loading upon departure and delivery to passengers upon arrival.
- Comply with all federal, state, municipal, airport authority and carrier security requirements and policies.
- Operate equipment to include the jet-bridge, computer keyboards, and carrier specific reservation/ ticketing software.
- Re-book and sell flights to passengers, apply penalty fees and special services.
- Coordinate flights, set up boarding zones and carry-out flights on time.
- Take claims for missing luggage, damaged or stolen.
Cashier
Sprouts Farmers Market
West Hollywood
10.2016 - 12.2018
- Provide excellent customer service , address the needs of customers in timely and effective manner, control customer flow and backed up lines; help to reduce waiting time for customers.
- Follow proper procedures for customer check out, handling of tenders, use of tares, sales of alcoholic beverages, and use of PLUs.
- Processed returned items in accordance with store policy.
- Ensure compliance with all applicable US regulatory rules and regulations, Weights and Measures, health and sanitation.
- Follow established procedures to report errors in retail pricing or signage.
- Answer department telephone calls and pages quickly and with excellent phone etiquette.
- Drove sales and add-on purchases by promoting specific item options to customers.
- Trained new team members in cash register operation, stock procedures and customer service.
Sales Associate
Bath & Body Works Direct Inc.
Los Angeles
04.2016 - 11.2017
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Offered product and service consultations and employed upselling techniques.
- Collaborated with fellow sales team members to achieve group targets, frequently exceeding quotas.
Education
General Studies
Santa Monica College
Santa Monica, CASkills
- Ability to follow processes and procedures and apply flexible approach when needed
- Multi-tasking under extreme pressure and impeccable time management and calculation
- Adaptive team player and ability to take lead and motivate colleagues
- Efficient and fast learner, attentive to detail and numerate
- Ability to drive a variety of fleet vehicles
- Knowledge in airline software, dealership software, Microsoft Office and teams, POS systems
- Exceptional customer service experience and articulate communication
- Efficient and fast learner, attentive to detail and numerate
- Ability to meet : goals, task or quota within given time period
- Problem-solving abilities and accurate data entry
- Call center experience
- Building customer relation and clientele
- Cash handling accuracy and sales
Languages
English and Spanish.
References
Available upon request
Timeline
Operations Associate
PS
08.2021 - Current
Customer Service Agent
Hallmark Aviation: Emirates
12.2016 - 08.2021
Cashier
Sprouts Farmers Market
10.2016 - 12.2018
Sales Associate
Bath & Body Works Direct Inc.
04.2016 - 11.2017
General Studies
Santa Monica College