KEVIN RIVERA BORIA
Perry Hall
Summary
Experienced Customer Service Supervisor with nine (9) years of experience within the airline industry. Proven track record of improving customer satisfaction, strong problem-solving skills, and effective team leadership. Recognized for reliability and adaptability, ensuring smooth operations and customer satisfaction in high-pressure environments. Motivated to lead and support teams in exceeding organizational goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Southwest Arlines
07.2023 - Current
- Supervise daily operations, ensuring exceptional customer service quality and efficiency across team functions.
- Train and mentor staff, fostering professional development and enhancing team performance in customer interactions.
- Work collectively with the NOC Customer Planners to coordinate possible mis-connections and new routes for passengers at the station.
- Scrutinize flight information directly affecting the stations accuracy and metrics
- Completing various reports on a daily basis including but not limited to irregularity reports, injury reports, denied boarding reports.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
Operations Agent
Southwest Airlines
07.2022 - 06.2023
- Prepared daily flight plans and coordinated with other workgroups for seamless operations.
- Accurate pre-planning and calculation of the weight and balance of the aircraft.
- Customer handling; Provided announcements to passengers to explain the boarding procedure and providing them with a seamless process.
- Managed flight schedule updates, maintaining accurate communication with ground staff and airline personnel.
- Station Trainer: Trained new team members on operational procedures and customer service standards for enhanced efficiency.
Ramp Agent
Southwest Airlines
07.2018 - 06.2022
- Handle all aspects of loading, stowing, and unloading commodities
- Work international incoming flights and repositioning the aircraft
- Pick up, deliver, and transport cargo and baggage to and from aircraft
- Station Trainer- teach and coach new hired employees learn and perform their job duties
Team Lead/ Ramp Agent
GMD Airline Services
05.2016 - 07.2018
- Be a direct link between the company and the airline.
- Coordinated logistics for aircraft servicing, optimizing turnaround times.
- Trained new team members by relaying information on company procedures and safety requirements.
- Completed official documents of the company.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
Education
Bachelor's Degree - Criminal Justice and Social Sciences
University of Puerto Rico
Carolina, Puerto Rico01.2017
Skills
- Team/ Relationship building and leadership
- Training and mentoring
- Performance evaluation
- Adaptability and flexibility
- Conflict resolution
- Multitasking and organization
- Bi-lingual (English & Spanish)
Accomplishments
- Promoted from Ramp Agent to Operations Agent to Customer Service Supervisor.
- Joining the Southwest Airlines Training Department Team.
- Instructor for Southwest Airlines Operations Agents Recurrent Training.
- Guest Speaker for Southwest Airlines Business Department Group Bookings.
Certification
- Community self-management and Conflict Mediation
- Forensic Field Science
LANGUAGES
Spanish and English
Timeline
Customer Service Supervisor
Southwest Arlines
07.2023 - Current
Operations Agent
Southwest Airlines
07.2022 - 06.2023
Ramp Agent
Southwest Airlines
07.2018 - 06.2022
Team Lead/ Ramp Agent
GMD Airline Services
05.2016 - 07.2018
Bachelor's Degree - Criminal Justice and Social Sciences
University of Puerto Rico
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