AGNES QUEIROZ
Summary
Experienced professional with 18 years in aviation, hospitality, and administrative roles. Deep understanding of industry dynamics and best practices. Skilled in customer service, leadership, training, administrative support, and team management. Proven track record of implementing successful training programs leading to improved customer satisfaction scores and operational efficiency. Recognized for exceptional performance and contributions to service delivery standards. Committed to fostering collaborative and supportive team environments through mentorship and team-building initiatives for collective success.
Overview
21
21
years of professional experience
Work History
Customer Service Supervisor
Swissport
05.2022 - Current
- Provided exemplary customer service for leading airlines such as Singapore Airlines, Air New Zealand, Jetstar, Aircalin, Fiji Airways, and Vietjet.
- Proficiently handled passenger inquiries and efficiently resolved issues related to delayed, lost, or damaged items, including the management of interim expense policies.
- Conducted thorough needs analysis by gathering customer feedback, engaging in field interactions, and leveraging subject matter expertise to enhance service delivery.
- Designed and facilitated engaging training sessions utilising diverse methodologies to ensure effective knowledge transfer.
- Maintained meticulous records of training activities and continuously refined training programs to align with evolving requirements.
- Acted as a mentor, fostering collaborative relationships to ensure seamless operations and exceptional customer experiences.
- Generated comprehensive reports, presentations, and briefs to communicate insights and recommendations to relevant stakeholders.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
Supervisor/Trainer
Madmex/Asset Link
03.2013 - 06.2022
- Managed daily service operations, including opening/closing procedures, inventory ordering, and strategic shift scheduling
- Utilized forecasting methods to maintain optimal stock levels and ensure uninterrupted service flow
- Led recruitment and onboarding efforts, delivering customized training for new hires
- Applied performance management techniques to elevate team productivity and maintain service excellence
- Orchestrated engaging orientation and team-building initiatives to foster a collaborative and motivated environment
- Designed dynamic training resources tailored to various learning styles for maximum retention and skill development
- Provided individualized coaching and targeted development to enhance team capabilities and overall performance
Office Assistant/Financial Office
Mediplan
11.2004 - 05.2013
- Acted as key liaison between senior management and internal/external stakeholders to facilitate clear communication and coordinated activities
- Delivered comprehensive administrative support, managing correspondence, drafting official documents, scheduling meetings, and organizing travel logistics
- Maintained accurate records for accounts payable, inventory, and invoicing, ensuring regulatory compliance and timely financial processing
- Ensured confidentiality while handling sensitive documentation and administrative responsibilities
- Improved operational efficiency by overseeing calendars, organizing files, and maintaining an orderly and productive workspace
Education
Bachelor of Business Administration -
FMU
07.2025
Bachelor of Manufacturing Engineer - undefined
UNISO – University of Sorocaba
01.2013
Skills
- Enthusiastic approach
- Expertise in MS Office tools
- Proficient in written communication
- Effective issue analysis and resolution
- Project coordination
- Meticulous attention to specifics
- Performance improvement
- Service excellence
- Customer service
- Time management
- Problem-solving
- Multitasking and organization
LANGUAGES
Portuguese (Native or Bilingual Proficiency)
English (Full Professional Proficiency)
Spanish (Elementary Proficiency)
Awards
Singapore Airlines Brisbane's Service Partner Champion Apr 2023 - Present, Swissport Superstar Oct 2022
Timeline
Customer Service Supervisor
Swissport
05.2022 - Current
Supervisor/Trainer
Madmex/Asset Link
03.2013 - 06.2022
Office Assistant/Financial Office
Mediplan
11.2004 - 05.2013
Bachelor of Manufacturing Engineer - undefined
UNISO – University of Sorocaba
Bachelor of Business Administration -
FMU
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