Javier E Cardenas
Cicero
Summary
Dynamic customer service professional with a proven track record at Delta Air Lines, excelling in relationship management and conflict resolution. Demonstrated expertise in sales and team leadership, consistently surpassing targets and enhancing customer satisfaction. Bilingual in English and Spanish, with proficiency in Microsoft Office and Delta's services, driving operational success and team productivity.
Overview
19
19
years of professional experience
Work History
Red Coat - Customer Service Agent - Ramp Agent
Delta Air Lines
Milwaukee, WI - Chicago
12.2019 - Current
- Oversees operations, mentor agents, assist agents with escalated passengers
- Issue and reissue tickets to assist travelers
- Manage check-in process ensuring that customers have the proper travel documentation
- Make gate announcements regarding boarding process, flight status, checking and handling baggage
- Managing and initiating the boarding process, operate jet ways to place them in position prior to aircraft arrival
- Practice safety-conscious behaviors in all operational processes and procedures
- Promoting Delta SkyMiles American Express
- Upselling customers to upgraded seat product/cabin of service
Supervisor
Starbucks Reserve Roastery
Chicago
05.2018 - 11.2021
- Provide customers with product details, such as coffee blend or preparation descriptions
- Recommended products based on customer preferences, outperforming sales targets by $3K
- Managed inventory by ordering popular supplies in advance, ensuring 0 instances of reduced popular stock
- Coached employees on modern sales practices and customer service techniques, increasing productivity by 17%
- Supervised and mentored 22 full-time employees
Customer Service Agent
American Airlines
Denver
01.2017 - 04.2018
- Assisted customers at the self-service kiosk check-in processing.
- Processing and completing credit card payments, tagging customers' luggage.
- Verified and cleared the customer's documents.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Campus Safety Officer
Denver Public Schools Department of Safety
Denver
04.2015 - 01.2017
- Develop negotiation, de-escalation, and conflict resolution skills
- CPR Certification, Denver Health EMS Education Emergency Medical Service, De-escalating Training
- Tactical casualty care of law enforcement officer and first responders certified
- ERCM Emergency preparedness certification
- Warned trespassers of violations, explained regulations, and escorted unauthorized persons from properties
Sales Manager
Aldo Shoes
Miami Beach
08.2006 - 04.2015
- Demonstrated superior communication skills with customers and staff
- Addressed and handled the needs of unsatisfied customers
- Awarded top sales and fewest sales returned in the region
- Tracked inventory and ordered merchandise and supplies according to corporate guidelines to maximize sales and maintain store appearance
- Cultivated relationships with potential customers, identifying needs and gaining excellent feedback on 98% of customer reviews
- Inspired the sales team to grow and develop individual sales goals that increased average client bases by 134
Education
High School -
Abraham Lincoln High School
Denver, Co01.2004
Community College -
Community College Of Denver
Denver, Co01.2004
Skills
- Customer Service
- Relationship management
- Proficient in Microsoft office
- Knowledgeable in Delta products/services
- Delta Term and Snapp
- Sales
- Account Management
- Negotiation
- Conflict Resolution
- Team leadership
Languages
Spanish
Professional
Timeline
Red Coat - Customer Service Agent - Ramp Agent
Delta Air Lines
12.2019 - Current
Supervisor
Starbucks Reserve Roastery
05.2018 - 11.2021
Customer Service Agent
American Airlines
01.2017 - 04.2018
Campus Safety Officer
Denver Public Schools Department of Safety
04.2015 - 01.2017
Sales Manager
Aldo Shoes
08.2006 - 04.2015
High School -
Abraham Lincoln High School
Community College -
Community College Of Denver