Fiorella Solis

• Collaborated with flight operations and dispatch to resolve problems and facilitate seamless operations.
• Conducted departure, inflight and arrival communication with clients and flight crew.
• Monitored movement of aircraft to minimize delays and maximize safety.
• Analyzed weather trends, flight diversions and changes, to find the proper solution for the client.
• Maintained flight and events logs, as well as flight operations records of incoming and outgoing flights to assure the next Flight Follower on duty is informed.
• Managed flight itinerary updates and arranged ground transportation and catering for the clients and crew.
• Communicated changes and/or quick turn requests, to appropriate FBO contacts to optimize movements.
• Proved successful working within tight deadlines and fast-paced atmosphere.

• Responsible for the coordination of flight management details including itineraries, ground transportation arrangements, manifest details, catering services, flight following and other specific requests.
• Ability to understand contract terminology
• Proactively communicate any changes, delays or other potential disservice concerns to ensure on-time flight updates are made to the passengers.
• Work with operations/internal departments to handle operational concerns, provide daily quality control, and weather forecast
• Interact with FBO personnel, catering and ground transportation partners, to advise of flight arrivals/departures and or tail information to ensure a smooth experience on the ground for our clients.
• Build and maintain up to date the clients profile, including all documents needed for domestic/international travel, such as vaccination status and passport information.
• Build strong long-time relationships with clients, coworkers and partners.
• Escalate operational issues and provide recommendations for improvement.
• Provide guidance/instructions to clients for a successful and smooth navigation of the Flexjet App.

• Flight Attendant, license issued by the Department of Transportation of the United States of America and Federal Aviation Administration.
• Attended workshops and trainings in customer service, conflict resolution tactics and safety procedures to keep abreast of all new requirements and procedures.
• Ensured aircraft and passenger compliance with policies, procedures, regulations and safety guidance.
• Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
• Resolved passenger situations during flight involving disorderly passengers and medical emergencies.

• Managed master calendar and scheduled appointments for providers based on optimal patient loads and availability.
• Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
• Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
• Used computerized data management systems to organize immense datasets and coordinate care details for large patient bases.
• Achieved outstanding ratings on Email Handle Time (EHT), Chat Handle Time (CHT), Phone Handle Time (PHT) and Quality and Voice of Customer (VOC).

• Specialized in the following departments:

- Retail Customer Service (USA, MX, UK, CA)

- Account Change Support (USA, CA)

- Shipping and Delivery Support SDS (USA, MX)

-Chats, Phone, Emails Support.

• Deliver timely, accurate and professional customer service, determine customer needs and provide appropriate solutions according to policies.
• Conflict resolution, negotiating, and de-escalation.
• Collaborated with leadership on data mining and creating reports to improve other agents performance and monitor use of auxiliaries, achieving behaviors reduction and prevention of unnecessary non-productive time.
• Protect customers data, use of security technologies such as authentication systems to prevent, detect and monitor unauthorized activity on customers accounts and escalate security incidents.
• Kept detailed records of completed or in-progress deliveries using geolocation logistics tool, as well as assisting drivers with geographic instructions.
• Handled customer inquiries and high volume calls to solve billing and ordering problems, package tracking, refunds, replacements and membership assistance.

• Recorded product or service failure complaints and notified appropriate departments.
• Handled high volume calls per shift signing up new customers, retrieving customer data, updating account details, presenting relevant product information and cancelling/renewing services.
• Tier 1 IT support, resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Assisted customers in determining cellular phone and line plans needs, by asking open-ended questions, clarifying advantages and disadvantages of each product and explaining products by ratings.