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Paula Abril
Highly motivated individual with strong customer service and problem solving skills.
Paula M. Abril
14381 Umpire St.
Brighton CO 80603 Phone (303) 659-9336
E-mail pmabril@gmail.com
Professional experience 1995 " Present United Airlines Denver, Colorado
Station Training Coordinator " Coordinated training needs for Customer Service Department.
Oversaw FAA mandates and training remained current.
Managed comprehensive training needs of the Customer Service organization.
Liaison between agents, management and headquarters.
Updated computer information data base.
Developed the training outline for new hire orientation.
Subject matter expert on policies and regulations.
Instructor Field Services " Delivered classroom and practical instruction for basic level technical skills, courses and seminars in many curricula.
Applied adult learning techniques to train agents on a new system.
Worked with newly hired agents to perform plane-side operations.
Taught experienced agents the gate process for meeting, loading and dispatching planes, with emphasis on timeliness.
Supervisor " Lead an assigned work team focused on achieving operating performance and functional service activities.
Oversaw all aspects of the daily operation.
Coordinated manpower issues .
Resolved customer/employee conflict.
Upgraded as a supervisor over a two year period.
Service Director " Worked with management, agents and customers to achieve performance and resolve customer issues.
Involved in implementing corporate directives for customer service and ramp.
Oversaw the daily operation by helping other agents and customers.
Resolved overall issues using cross-departmental communication.
Customer Service Representative " Assisted customers in every aspect of airport interaction.
Checked in customers, resolved problems and provided customer service.
Met, boarded and dispatched airplanes using a strict timeline.
United Airlines Denver Reservation Sales and Services Representative " Assisted customers in making travel arrangements and receiving tickets.
Answered questions about travel arrangements and ticket prices.
Built and issued tickets.
Additional professional activities Member of the Safety Team: Worked as a team to identify and resolve safety issues.
Ground Security Coordinator : Remained current with federal mandated directives regarding airport security.
Member of the Emergency Response Team: Trained to assist survivors and/or their families should an aircraft emergency occur.
Sant-s Sleigh Ride Community Project: Giving back to the community by being part of a team that provides terminally ill children an imaginary plane ride to the North Pole to visit Santa.
14381 Umpire St.
Brighton CO 80603 Phone (303) 659-9336
E-mail pmabril@gmail.com
Professional experience 1995 " Present United Airlines Denver, Colorado
Station Training Coordinator " Coordinated training needs for Customer Service Department.
Oversaw FAA mandates and training remained current.
Managed comprehensive training needs of the Customer Service organization.
Liaison between agents, management and headquarters.
Updated computer information data base.
Developed the training outline for new hire orientation.
Subject matter expert on policies and regulations.
Instructor Field Services " Delivered classroom and practical instruction for basic level technical skills, courses and seminars in many curricula.
Applied adult learning techniques to train agents on a new system.
Worked with newly hired agents to perform plane-side operations.
Taught experienced agents the gate process for meeting, loading and dispatching planes, with emphasis on timeliness.
Supervisor " Lead an assigned work team focused on achieving operating performance and functional service activities.
Oversaw all aspects of the daily operation.
Coordinated manpower issues .
Resolved customer/employee conflict.
Upgraded as a supervisor over a two year period.
Service Director " Worked with management, agents and customers to achieve performance and resolve customer issues.
Involved in implementing corporate directives for customer service and ramp.
Oversaw the daily operation by helping other agents and customers.
Resolved overall issues using cross-departmental communication.
Customer Service Representative " Assisted customers in every aspect of airport interaction.
Checked in customers, resolved problems and provided customer service.
Met, boarded and dispatched airplanes using a strict timeline.
United Airlines Denver Reservation Sales and Services Representative " Assisted customers in making travel arrangements and receiving tickets.
Answered questions about travel arrangements and ticket prices.
Built and issued tickets.
Additional professional activities Member of the Safety Team: Worked as a team to identify and resolve safety issues.
Ground Security Coordinator : Remained current with federal mandated directives regarding airport security.
Member of the Emergency Response Team: Trained to assist survivors and/or their families should an aircraft emergency occur.
Sant-s Sleigh Ride Community Project: Giving back to the community by being part of a team that provides terminally ill children an imaginary plane ride to the North Pole to visit Santa.