Luciana Rodrigues
Toronto,ON
Summary
Maintained organized, current and efficient office records by consistently addressing issues and keeping files properly stored. Effectively reduced inefficiencies and storage needs by archiving aging files and eliminating redundancies. Systematic and knowledgeable with strong attention to detail and strong work ethic.
Resourceful and experienced worker offering expertise in customer service, travel coordination and file management. Detail-oriented team player with strong organizational skills. Handles multiple projects simultaneously with a high degree of accuracy.
Knowledgeable and dedicated customer service professional with extensive experience in aviation industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
Work History
Clerical Assistant
IBI
10.2022 - Current
- Provided clerical support to company employees by copying, faxing and filing documents.
- Interacted with customers by phone, email or in-person to provide information.
- Maintained organized files and stocked supplies to support team needs and maximize performance.
- Delivered clerical support by handling range of routine and special requirements.
- Executed record filing system to improve document organization and management.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Helped staff complete special projects by organizing documentation and supplies to handle forecasted demands.
Network Operations Coordinator
PORTER AIRLINES INC
04.2022 - 08.2022
- Monitor closely MTOW for network flights;
- IROP passengers;
- Watch US-Canada-US flights APIS to ensure passengers have proper documents to travel;
- Unlock passengers placed on lock queue,
- Assist in case of diversions.
- Ensured aircraft and passenger compliance with policies, procedures, regulations and safety guidance.
Customer Service Representative Specialist
TTEC CANADA SOLUTIONS
02.2022 - 04.2022
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Customer Service Representative
SWISSPORT - SUNWING
12.2021 - 01.2022
- Tagged baggage and routed to appropriate location for loading and screening.
- Oversaw ticketing, gate and ramp services.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Monitored security and maintained operational protocols.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Project Assistant
ITF - International Transport Worker's Federation
09.2020 - 10.2021
- Produced highly accurate internal and external letters and memoranda.
- Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
- Handled administrative duties, filing and errands.
- Prepared and distributed team-based communications to foster collaboration and enhance team morale.
- Sorted, opened and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements.
- Performed work according to project schedules and established quality standards.
Airport Operations Supervisor
Compañia Panameña de Aviación
04.2018 - 10.2019
- Led daily operational, safety and security meetings to maintain optimal controls.
- Trained and developed new hires to drive efficient performance by teaching and emphasizing key skills, procedures and performance optimization strategies from day one.
- Conducted departure and arrival briefings.
- Maintained flight and events logs, aircrew flying records and flight operations records of incoming and outgoing flights.
- Supervised work of contracted employees to keep on task for timely completion.
- Drove operational improvements which resulted in savings and improved profit margins.
Passenger Service Agent
Compañia Panameña de Aviación
03.2017 - 03.2018
- Oversaw ticketing, gate and ramp services.
- Announced flight status updates and information about gate changes over PA system.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Monitored security and maintained operational protocols.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Passenger Service Representative
Delta Airlines Inc
11.2011 - 06.2016
- Oversaw ticketing, gate and ramp services.
- Monitored security and maintained operational protocols.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Responsible for Weight and Balance of the Aircraft ( B767-400, B767-300, A330).
- Worked as GSC ( Ground Security Coordinator).
Passenger Sales and Services Agent
United Airlines
10.2005 - 10.2011
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Monitored security and maintained operational protocols.
- Oversaw ticketing, gate and ramp services.
- Escorted handicapped passengers from terminal to aircraft.
Education
Advanced Diploma - Aviation Management Program
Georgian College
08.2024
Bachelor of Arts - School of Languages
Federal University of Rio De Janeiro
12.2008
Skills
- Coordinating schedules
- Employee training
- Adaptability
- Multitasking abilities
Languages
English
Native or Bilingual
Portuguese
Native or Bilingual
Spanish
Professional Working
Timeline
Clerical Assistant
IBI
10.2022 - Current
Network Operations Coordinator
PORTER AIRLINES INC
04.2022 - 08.2022
Customer Service Representative Specialist
TTEC CANADA SOLUTIONS
02.2022 - 04.2022
Customer Service Representative
SWISSPORT - SUNWING
12.2021 - 01.2022
Project Assistant
ITF - International Transport Worker's Federation
09.2020 - 10.2021
Airport Operations Supervisor
Compañia Panameña de Aviación
04.2018 - 10.2019
Passenger Service Agent
Compañia Panameña de Aviación
03.2017 - 03.2018
Passenger Service Representative
Delta Airlines Inc
11.2011 - 06.2016
Passenger Sales and Services Agent
United Airlines
10.2005 - 10.2011
Advanced Diploma - Aviation Management Program
Georgian College
Bachelor of Arts - School of Languages
Federal University of Rio De Janeiro
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