Summary
Overview
Work History
Education
Skills
Timeline
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Sirane Blanco

Summary

Professional with a solid background in providing exceptional customer service and support. Proactive and goal-oriented Individual with excellent time management and problem-solving skills. Known for reliability and adaptability, with the swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contributing to a productive work environment.


Overview

20
20
years of professional experience

Work History

TECHNICAL SERVICE ASSISTANT MANAGER

Unicomer (Servitech Department)
08.2021 - Current
  • Oversee employees' day-to-day performance, ensuring compliance with company policies and regional standards.
  • Coordinate regular team meetings to increase team synergy.
  • Assisted with operational plans geared towards enhancing team efficiency and productivity.
  • Manage the training department for Servitech, ensuring staff and technicians receive proper training on how to execute their roles effectively.
  • Liaise with the regional team and suppliers to ensure department compliance in service request handling and claims management.
  • Support department growth by leading the team to accomplish monthly Key Performance Indexes consistently
  • Execute administrative duties such as preparing overtime/payment sheets, generating department productivity reports, resolving escalated customer service issues, and replying to daily correspondence.

LEAD CUSTOMER SERVICE REPRESENTATIVE

United Airlines
01.2017 - 08.2021
  • Shouldered management responsibilities during the absence of the manager.
  • Closing skill gaps by evaluating and training team members in areas that strengthen performance and job expertise.
  • Coordinate with the management team to establish and implement measures to improve the working environment.
  • Set goals and conduct performance appraisals to make sure employees are complying with the company's vision.
  • Maintain time keeping and employee records.
  • Strategically scheduled team members to maintain optimal staffing levels for expected customer loads.
  • Perform duties of a Station Training Coordinator, Ground Security Coordinator, Operations Agent, Gate Agent, and many other roles to support the work team.

CUSTOMER SERVICE REPRESENTATIVE

United Airlines
01.2012 - 01.2017
  • Maintained a friendly, positive attitude when dealing with both internal and external customers.
  • Addressed passengers' concerns about oversold, delayed, and canceled flights and resolved their issues through the proper utilization of United Airlines' programs.
  • Provide training to both United employees and vendor employees.
  • Work as a team player to achieve the company's goals in areas such as baggage performance, on-time departure, and customer satisfaction.

SALES AGENT

United Airlines Ticket Office
09.2009 - 01.2012
  • Greet and serve customers by assisting with their travel plans
  • Prepare daily financial reports and consolidate cash.
  • Develop a meaningful relationship with travel agencies by supporting them through monthly visits and providing presentations on the services and products offered by United Airlines.
  • Prepare and execute sales blitz as a measure to promote United's services and generate funds for the company.

ADMINISTRATIVE ASSISTANT / VIDEO EDITOR

13 Productions
04.2006 - 02.2008
  • Professionally represent the company to customers.
  • Liaise with business customers to coordinate the production of advertisements.
  • Executed 80 % of the company's technical duties.
  • Help the company save money by multitasking and recycling.

FLOOR MONITOR

Ready Call Center
03.2005 - 09.2006
  • Improve the company's internal performance evaluation grade.
  • Maintain records for 18 customer service representatives.
  • Troubleshoot mobile phone problems for international customers.
  • Enhanced customer experience by closely monitoring floor activities and promptly addressing concerns.

Education

Master of Science - Management Studies

UNIVERSITY OF THE WEST INDIES
OPEN CAMPUS
09-2019

Skills

  • Verbal and written communication
  • Customer service
  • Decision-making
  • Team leadership
  • Computer skills
  • Employee training
  • Time management
  • Analytical thinking

Timeline

TECHNICAL SERVICE ASSISTANT MANAGER

Unicomer (Servitech Department)
08.2021 - Current

LEAD CUSTOMER SERVICE REPRESENTATIVE

United Airlines
01.2017 - 08.2021

CUSTOMER SERVICE REPRESENTATIVE

United Airlines
01.2012 - 01.2017

SALES AGENT

United Airlines Ticket Office
09.2009 - 01.2012

ADMINISTRATIVE ASSISTANT / VIDEO EDITOR

13 Productions
04.2006 - 02.2008

FLOOR MONITOR

Ready Call Center
03.2005 - 09.2006

Master of Science - Management Studies

UNIVERSITY OF THE WEST INDIES

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Sirane Blanco