Veronica Ceja
South Gate
Summary
Dynamic professional with extensive experience in customer service and sales support. My professional experience has given me a keen ability to mediation and conflict resolution, enhancing customer satisfaction. I am skilled in security protocols and incident reporting, ensuring safety and compliance in high-pressure environments. My commitment to delivering exceptional service with airlines and clients has allowed me to foster positive client relationships. I have been able to adjust and work professionally in quick-learning environments. I would describe myself as a customer-focused individual with a passion for delivering exceptional service.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Mobility Sales & Services
AT&T Corporate
Cerritos
07.2022 - 12.2024
- Delivered exceptional sales support for AT&T customers in mobility and internet.
- Implemented effective problem-solving strategies, achieving cost reductions for customers.
- Identified needs of customers promptly and efficiently.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Exceeded customer satisfaction by finding creative solutions to problems.
Security Lead
CALOP Aero-ground Security Services
05.2018 - 07.2022
- Oversaw safety protocol enhancement for airline passengers.
- Reviewed guest identification and employee credentials to authorize entry onto premises.
- Verified that the team followed instructions for maintaining secure aircraft and airport operations.
- Coordinated security efforts for special events and high-profile visits.
- Provided security team leadership
- Supervised team of security personnel, ensuring compliance with all safety protocols and procedures.
- Performed analysis of security incidents and documented findings thoroughly.
Customer Service Agent, DL Long Beach Airport
Unifi
07.2018 - 04.2022
- Facilitated customer service for Delta passengers with flight details and baggage handling.
- Coordinated flight preparations, assisted UMNR passengers and WHCHR individuals.
- Addressed public announcements for delayed flights.
- Arranged alternative travel options to maintain passenger satisfaction during unforeseen disruptions.
- Adapted to varying schedules, including nights, mornings, and holidays.
- Performed ramp operations as required to ensure smooth flight dispatch.
- Returned customer calls in established turnaround time to meet company objectives.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Aircraft Cleaner
Swissport-LAX Airport
02.2015 - 07.2018
- Performed aircraft cleaning duties in accordance with airline standards.
- Maintained high standards of hygiene in cabins.
Concession Stand/ Guest Service
Levy Restaurants
05.2012 - 01.2016
- Provided customer service at major venues including Dodger Stadium, Staples Center, and Convention Center.
- Supported inventory control to maintain a well-stocked environment.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked effectively in team environments to make the workplace more productive.
Guest Service Representative
Hotel and Restaurant Temps of CA
01.2011 - 04.2012
- Served as a subsidiary for major events and hotels, and was the timekeeper for the series 24 Guinness World Records.
- Served as an attendant in 5-star hotels in Los Angeles including Hilton Hotels, Wilshire Grand, and The Bonaventure; worked as hostess, waitress in fine dining, bar porter, and buzzard when needed as needed.
Passenger Service Agent
Swissport
05.2009 - 12.2010
- Greeted passengers and assisted with their inquiries.
- initated check-ins and prepared paperwork for incoming flights.
- Assisted customers with reservations, cancellations, and rebooking flights as needed.
- Answered customer questions regarding flight information, airport amenities, and travel regulations.
- Verified identification of passengers for security purposes.
- Provided clients with assistance in preparing required travel documents and forms.
- Managed gate, ramp and cabin services for each flight.
- Assisted special needs passengers and unaccompanied minors, driving seamless airport experience.
- Informed passengers of any changes in flight schedules, or other travel-related matters.
Education
Associate in Arts - General Education
Cerritos College
Cerritos, CA12.2021
High School Diploma -
Central High School
Los Angeles, CA01.2009
Skills
- Customer service
- Mediation and Conflict Resolution
- Sales support
- Security protocols
- Incident reporting
- Flight coordination
References
- Juan Esteves, Manager, 818-219-9647, 12911 183rd Street, Cerritos, CA, 90703
- Mynor Urrutia, Supervisor: Unify Long Beach, (310) 508-2393, 4100 Donald Douglas Dr., Long Beach, CA, 90808
- Nicolas Fernandez, Union Representative Swissport, (424) 610-0610, 11001 Aviation Blvd, Los Angeles, CA, 90045
- Venita Dayal, Supervisor, (424) 352-6105, 5250 W. Century Blvd, Los Angeles, CA, 90045
Languages
Spanish
Native/ Bilingual
Affiliations
Love to travel.
Love language learning just for fun: French, Hebrew, Amharic.
Volunteer at The American Red Cross.
Love Arts and crafts.
Enjoy going out for long walks.
Love trying new apps.
Certification
- General Education breadth
- Associates in Arts
Timeline
Mobility Sales & Services
AT&T Corporate
07.2022 - 12.2024
Customer Service Agent, DL Long Beach Airport
Unifi
07.2018 - 04.2022
Security Lead
CALOP Aero-ground Security Services
05.2018 - 07.2022
Aircraft Cleaner
Swissport-LAX Airport
02.2015 - 07.2018
Concession Stand/ Guest Service
Levy Restaurants
05.2012 - 01.2016
Guest Service Representative
Hotel and Restaurant Temps of CA
01.2011 - 04.2012
Passenger Service Agent
Swissport
05.2009 - 12.2010
Associate in Arts - General Education
Cerritos College
High School Diploma -
Central High School
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