Traveling
Marcel J Reinosa
Gate Agent
Miami,FL
Summary
Proficient Gate Agent and Costumer Service with superior work ethic and expertise in working from scripted responses to resolve customer problems. Driven and responsible with adaptable, solution-oriented nature. Excellent conflict mediator and efficient multitasker.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Customer Service/Gate Agent
Delta Air Lines
Tallahassee, FL
11.2015 - Current
- Entered customer interaction details in reservations system to track requests, document problems and record solutions offered.
- Provided primary customer support to internal and external customers.
- Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
- Recommended products to customers and suggested other options if preferred product was unavailable.
- Increased customer service ratings significantly through personable service.
- Greeted and assisted 50 guests every day and gathered information about each reservation.
- Greeted guests at front desk lobby and engaged in pleasant conversations while managing check-in process.
Store Manager
RaceTrac
Miami, FL
01.2013 - 07.2015
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Supervised guests at front counter, answering questions regarding products.
- Maintained strong knowledge in handling of perishable products in dairy, meat and produce departments.
- Prepared annual budgets with controls to prevent overages.
- Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
Education
High School Diploma -
Barbara Goleman Senior High School
Miami Lakes, FL 08.2004 - 06.2008
Associate of Science - Engineer Audio
Full Sail University
07.2008 - 12.2010
Skills
Exemplary work ethic
Interests
Timeline
Customer Service/Gate Agent
Delta Air Lines
11.2015 - Current
Store Manager
RaceTrac
01.2013 - 07.2015
Associate of Science - Engineer Audio
Full Sail University
07.2008 - 12.2010
High School Diploma -
Barbara Goleman Senior High School
08.2004 - 06.2008
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