Gabriela Ester Gonzalez Nagele
Liverpool,Australia
Summary
Customer Service Representative with over 12 years of experience in high-volume environments. Demonstrated ability to deliver exceptional service and resolve customer inquiries effectively. Proficient in customer service software and systems, with strong problem-solving skills and attention to detail. Committed to contributing to organizations focused on sustainability and environmental responsibility.
Overview
7
7
years of professional experience
Work History
Airport Customer Service Agent
Qantas Airways
07.2024 - Current
- Provided exceptional customer support, addressing inquiries and resolving issues efficiently.
- Assisted passengers with check-in procedures, ensuring smooth boarding experiences.
- Coordinated flight information dissemination through various communication channels.
- Trained new staff on operational processes and customer service standards.
- Implemented process improvements that enhanced overall service efficiency and passenger satisfaction.
- Monitored compliance with safety regulations and company policies during customer interactions.
- Developed training materials to enhance staff knowledge on airline services and procedures.
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
- Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
- Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.
- Coordinated wheelchair services for passengers in need of assistance, ensuring their comfort and safety throughout the airport journey.
- Assisted customers with special needs, offering personalized support throughout their travel experience.
- Ensured passenger safety by strictly adhering to all airport security protocols and procedures.
- Handled disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
- Contributed to team success by sharing best practices learned through training sessions or past experiences with fellow agents.
- Supported colleagues during peak hours by taking on additional tasks when needed.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Assistant Store Manager
Priceline Pharmacy Casula
Casula, NSW
06.2018 - 07.2025
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
- Developed strategies for increasing store profitability by analyzing financial data and implementing cost-saving measures.
- Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
- Maintained accurate records of all transactions, stock levels and employee performance metrics.
- Processed payroll data and maintained accurate records of employee time, wages, deductions, taxes, benefits, and other information.
- Maintained confidentiality of sensitive payroll documents and records.
- Set up new employees in the payroll system ensuring all paperwork was completed accurately.
- Conducted audits of employee earnings to verify accuracy of reported hours worked.
- Responded to inquiries from outside agencies regarding wage verification requests or unemployment claims.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Processed invoices for payment using accounting software applications.
- Handled confidential documents in an organized fashion according to established protocol.
- Processed new employee paperwork and entered information into payroll system.
Education
Pharmacy Assistent - undefined
Universidad Fasta
Buenos Aires01.2012
High School Diploma - undefined
Granaderos De San Martin
Buenos Aires12.2008
Skills
- Active listening
- Effective communication
- Empathy and patience
- Conflict resolution
- Adaptability
- Time management
Languages
Spanish: Native/ Bilingual
Additional Information
Successfully completed a Competency Observation for Qantas Approved Trainers and Assessors course - I take pride in my role as a Marshalling trainer.
Timeline
Airport Customer Service Agent
Qantas Airways
07.2024 - Current
Assistant Store Manager
Priceline Pharmacy Casula
06.2018 - 07.2025
Pharmacy Assistent - undefined
Universidad Fasta
High School Diploma - undefined
Granaderos De San Martin