Marcelo Gutierrez

• Lead cabin crew, ensuring seamless service execution and adherence to Porter’s brand and service standards.

Supervised all aspects of cabin duties, focusing on safety and customer satisfaction.

Ensured clear communication between operational crew members.

• Conducted pre-flight briefings, setting expectations and reinforcing company values, safety protocols, and service goals.

Guided team on safety procedures and customer service effectively.

• Addressed in-flight challenges, ensuring passenger concerns are handled with professionalism and care.

• Completed In-Flight documentation pertinent to the flight.
• Monitored overall adherence to SOP.
• Verified the completion of pre-flight security and safety checks.
• Monitored grooming standards.

• Provided technical product education to guest and potential guest
• Fulfilled orders for shipping
• Interacted with guests to understand particular needs and identify products and services best suited to helping in achieving their fitness goals.
• Built and maintained relationships with peers and upper management to drive team success.
• Arranged new merchandise with appealing displays to encourage customer sales and move overstock items.
• Engaged positively with each guest, providing professional and polite support for sales and service needs.
• Conducted weekly meetings with store personnel to review progress and set goals.

• Measured customer satisfaction, volume, and revenue to facilitate changes and boost business success.
• In addition to meeting operational standards and regulatory requirements, developed and enforced health and safety procedures..
• Completed a training manual for staff joining the company.
• Conducted digital marketing campaigns building a proper community flow through different social media platforms reaching over 30,000 followers by the second month of implementation.
• Exceeded the monthly sales goal of 2 million pesos on the opening month
• Supervised by-weakly payroll to monitor accuracy and timely payment.
• Controlled budget expenses by approving food, beverages and supplies purchases.

• Assisted in software maintenance for Microsoft Cortana OS.
• Tested software to eliminate bugs and troubleshoot issues prior to going live (filed more than 400 upgrade and bug fix reports).
• Translated nearly 80% of the OS user’s interface and voice commands from English to Latin American and Iberian Spanish.
• Translated 30% of the OS user’s interface from English to Portuguese.

• Promptly responded to customer inquiries and resolved complaints to promote loyalty.
• Demonstrated skills in conflict resolution and problem solving by deescalating customer issues.
• Documented conversations with the clients to track inquiries, issues and solutions taken during the call.
• Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and technical issues.
• Identified customer needs to deliver relevant product solutions.