Magdalena D. Ferguson

Bilingual Customer Service, Hospitality, and Aviation Professional with over 25 years of experience delivering exceptional customer experiences in airlines, airports, luxury retail, hospitality, and international service environments. Recognized for outstanding customer service, leadership, and relationship-building skills. Extensive experience assisting domestic and international travelers, VIP clients, and multicultural customers while maintaining the highest standards of professionalism, safety, and guest satisfaction.

Retail Supervisor - Sprouts - Miami, FL

(2024-01 - 2025-09)

• Supervised front-end store operations and customer service teams.
• Assisted customers and resolved service-related issues.
• Coordinated cashier schedules, breaks, and daily activities.
• Supported employee onboarding and training.
• Maintained operational standards and customer satisfaction.

Retail Employee of the Month - Hard Rock Café - Seminole, Miami, FL

(2023-04 - 2023-12)

• Delivered exceptional guest experiences in a high-volume hospitality environment.
• Assisted domestic and international guests with retail purchases.
• Processed transactions, handled cash, and maintained POS operations.
• Maintained inventory and merchandising standards.
• Recognized as Employee of the Month for outstanding performance and customer service.

Service Ambassador | Experience Leader | Services Champion | Process Expert - Neiman Marcus - Group - Miami, FL

(2022-07 - 2023-03)

• Delivered luxury-level customer service and personalized shopping experiences.
• Assisted VIP and high-net-worth clientele.
• Coordinated concierge-style services and guest requests.
• Ensured a seamless and efficient customer experience throughout the shopping journey.
• Resolved customer concerns while maintaining premium service standards.

Guest Customer Service, Barista, Bartender - Butler- Novotel Hotel - Miami, FL

(2021-06 - 2022-06)

• Provided exceptional hospitality services to hotel guests.
• Assisted guests with dining, concierge, and customer service requests.
• Supported food and beverage operations.
• Maintained a welcoming and professional guest experience.

Customer Service Security and Safety Agent - Zoi House - Miami, FL

(2021-01 - 2021-05)

• Monitored and patrolled assigned facilities to ensure a safe and secure environment for residents, visitors, and staff.
• Conducted routine inspections of doors, windows, gates, and building access points.
• Identified and reported safety hazards, security concerns, and maintenance issues.
• Maintained detailed incident reports and security logs.
• Assisted visitors and residents with information and customer service needs.
• Responded professionally to emergencies and unexpected situations while following established safety protocols.
• Collaborated with management and security teams to ensure compliance with security procedures and operational standards.

Passenger Service Agent Miami International Airport - American Airlines, American Eagle - Miami International Airport

(2019-07 - 2020-12)

• Assisted passengers during check-in, boarding, arrivals, and travel disruptions.
• Supported international travelers and passengers requiring special assistance.
• Managed baggage processing and passenger documentation.
• Coordinated wheelchair services and VIP passenger support.
• Ensured compliance with airline and airport regulations.

FIS (Federal Inspection Section) – CBP (Customs Border Protection) - Bags Inc. - Orlando, FL

(2016-09 - 2019-05)

• Assisted international travelers through customs and immigration processes.
• Provided translation services and passenger guidance.
• Supported Customs and Border Protection operations.
• Delivered exceptional service to international visitors.

VIP Club MCO International Airport - Gideon Toal. - Orlando, FL

(2016-03 - 2019-05)

• Assisted premium and VIP travelers.
• Supported lounge operations and hospitality services.
• Provided food and beverage service.
• Ensured exceptional guest satisfaction.

Security Lieutenant – Security Officer - Off Duty Officers, Inc - San Diego, CA

(2012-07 - 2016-08)

• Supervised security teams and daily operations.
• Conducted training and performance evaluations.
• Ensured safety and compliance standards.
• Managed incident reporting and customer interactions.

Management Assistant - ASERVIGAS LTDA

(2008-11 - 2011-10)

• Provided administrative support to senior management.
• Coordinated executive schedules and meetings.
• Prepared meeting minutes and business documentation.
• Assisted in partnership development and daily office operations.

Administrative Human Resources Specialist Assistance - DynCorp International Dept. of State, Airwing - Anti – Narcotics / Law Enforcement Military Airport CATAM Bogotá, Colombia

(2005-04 - 2008-11)

• Supported administrative and human resources functions.
• Coordinated travel and logistics for aviation personnel.
• Managed internal communications and operational support.

Premium Customer Service - American Airlines - Bogotá, Colombia

(2000-07 - 2005-03)

• Assisted premium and frequent-flyer passengers.
• Resolved travel issues and itinerary changes.
• Supported ticketing, sales, and customer service operations.
• Delivered exceptional service to business and VIP travelers.

Baggage and Lead BMAS- SAFETY American Airlines Colombian - American Airlines - International Airport, Bogotá, Colombia

(1994-07 - 2005-03)

• Led baggage operations and safety compliance.
• Assisted passengers with service recovery and travel disruptions.
• Selected as a Care Team Specialist following 9/11.
• Supported VIP and presidential visits.

Undergraduate - Ciencias Políticas - Pontificia Universidad Javeriana

Certificate - English Language - AIMS Community College

High School Diploma - Greeley Central High School

Elementary, Middle High, High School - Sacre Coeur De L Ecole Jesús