Helen M Gloria-Jonas

A strong leader and highly effective manager with over 20 years of experience in airline management and operations, customer service, and resolution. Fully Bilingual; in Spanish and English.

Customer Service & Ramp Agent - Envoy/American Airlines - Texas

(2023-10 - 2024-07)

Strived to exceed customer service expectations while adhering to air traffic safety regulations above and below the wing.

• Addressed baggage concerns, including lost, delayed, or damaged bags
• Helped resolve passenger issues such as delayed or canceled flights and de-escalated demanding situations
• Assisted and handled loading and unloading bags
• Assisted and handled passengers with check-in, confirming, and managing itinerary changes

Guest Service Supervisor/Operations/Staffing and Attendance Supervisor - Spirit Airlines - Fort Lauderdale, Florida

(2014-12 - 2023-05)

As a Complaint Resolution Official (CRO) certified, solely responsible for investigating and responding to DOT complaints promptly, both in person and via email. Delivered excellent service to guests and team members.

• Handle special projects and interact effectively with all levels of leadership
• Trained, coached, and mentored staff
• Strive to achieve results and metrics established by the leadership team
• Handled all attendance issuance and delivery, including NOI letters
• Prepared NOI letter for IDR and issued and delivered Disciplinary Action
• Worked closely with the Collective Bargain Agreement when issuing and delivering Disciplinary Action on attendance and IDRs
• Oversaw and regulated staff overtime and mandatory work resulting from IROP to ensure cost-effectiveness

Branch Manager - SunTrust Bank - Weston, Florida

(2007-12 - 2011-04)

Managed sales of bank products, new business, operations, customer service, and teller activities. Enforced regulatory compliance, internal policies, and procedures.

• Hired, trained, supervised, and coached personal bankers, and tellers, and monitored monthly figures to ensure goals were met

BA - Interamerican University

Total Quality Management

Time Management

Sales Essentials - Academy of Wells Fargo Home Mortgage