Shonelle Travieso
Arima
Summary
Proven leader in customer service and operational efficiency, adept at managing teams to exceed company standards at Caribbean Airlines Ltd. Skilled in conflict resolution and safety compliance, I have a track record of enhancing customer satisfaction and streamlining operations. My critical thinking abilities ensure the achievement of business goals through innovative problem-solving strategies.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Contact Agent
Caribbean Airlines Ltd
03.2022 - Current
- Troubleshooted and resolved ticketing issues at the counter, contributing to business goals
- Provided excellent customer service and encouraged prospective customers to purchase tickets
- Followed cash handling procedures and policies, ensuring accurate financial transactions
Ground Operations Coordinator Observation
Caribbean Airlines Ltd
02.2024 - 01.2024
- Ground Operations Coordinator Observation.
- Ensured that safety compliance is adhered to.
- Ensured that the service level agreement was maintained.
- Assisted with the organization and execution of operational processes.
- Managed communications between departments to ensure efficient operations.
Customer Service Representative
American Airlines
03.2021 - 02.2022
- Maintained customer satisfaction with proactive solutions to customer needs and concerns
- Answered product and service inquiries, suggesting additional offerings to drive sales
- Ensured prompt response to customer calls, minimising wait times and enhancing service experience
Customer Contact Agent
Caribbean Airlines Ltd
12.2017 - 03.2021
- Maintained customer loyalty through efficient resolution of disputes and discrepancies
- Adapted to new technologies and procedures, staying current with industry advancements
- Educated customers on promotions and offerings to enhance their experience and drive sales
Passenger Service Lead Agent (Supervisor)
Swissport
06.2015 - 11.2017
- Supervised check in and boarding of flights, ensuring compliance with company and safety standards
- Oversaw and managed a team of passenger service agents, providing direction and support to ensure tasks were completed efficiently
- Delegated tasks, ensuring alignment with internal and external parties to meet on-time performance targets
- Delivered exceptional service to customers, resolving conflicts, and negotiating agreements
Education
Health and Social Care, English Language, Sociology
Longley Park Sixth Form College
Sheffield, England01.2015
CXC Examination
North Eastern College
Sangre Grande01.2013
SEA Examination
Arima Girls Roman Catholic School
Arima01.2008
Skills
- Team Management
- Communication
- Safety and Compliance
- Customer Service Excellence
- Operational Efficiency
- Conflict resolution
- Critical thinking
- Problem-solving
Certification
- Caribbean Examination Council (CXC), Grade II, Grade I, Grade IV, Grade II, Grade IV, Grade II, Grade II, Grade II
- Longley Park Sixth Form College, Sheffield, England, 01/01/15, Grade D, Grade C, Grade D
Hobbies and Interests
- Entrepreneurship: Passionate about exploring business opportunities and innovative ventures. Enjoys developing creative strategies and solutions to address market needs, with a focus on continuous growth and learning in the business world.
- Makeup Artistry: Skilled in makeup application and techniques, with a keen eye for detail and a creative flair. Enjoys helping others feel confident and express themselves through personalised makeup looks.
- Cooking: Enthusiastic about experimenting with different cuisines and recipes. Enjoys cooking as a way to relax and connect with others, often creating meals that bring family and friends together.
- Outdoor Activities: Enjoys staying active through various outdoor pursuits such as hiking, jogging, and exploring nature. Values the balance and well-being that outdoor activities bring, along with the opportunity to recharge and stay physically fit.
References
- Roger Moore, Councillor Blanchisseuse/ Santa Rosa, (868) 489-8712
- Wendy Foncette Carrington, Corporate Training Consultant, (868) 471-5980
Timeline
Ground Operations Coordinator Observation
Caribbean Airlines Ltd
02.2024 - 01.2024
Customer Contact Agent
Caribbean Airlines Ltd
03.2022 - Current
Customer Service Representative
American Airlines
03.2021 - 02.2022
Customer Contact Agent
Caribbean Airlines Ltd
12.2017 - 03.2021
Passenger Service Lead Agent (Supervisor)
Swissport
06.2015 - 11.2017
Health and Social Care, English Language, Sociology
Longley Park Sixth Form College
CXC Examination
North Eastern College
SEA Examination
Arima Girls Roman Catholic School
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