1. Gonzalo Mayo
1704 East 2nd, Brooklyn NY 11223
Home: 7186466167 - Cell: 3473981688 - bedrock15@hotmail.com
Summary
Hardworking Airline Supervisor with background of10+ years in managing domestic and internationalairline services.
Focused on customer service and safety, aswell as streamlining operations to promote organizationalefficiency.
Motivational team leader with strengthsin cultivating and maintaining high-performance teams.
Highlights
Operationalmanagement Organized and detail-oriented
Training and development Project and program implementation
Customer service focus Decisive
Bilingual Operational and people-motivation skills
Safety-minded Strategic planning
Excellent interpersonaland communication skills Computer skills
Knowledge in Sabre & Flight Speed & Flite Trac
Web
Accomplishments
Started as a crewmember in 2003 and moved into a Customer Relation Liaison in 2004 ( Thisposition required running
Ticket Counter operations , Baggage service Office and communication between other departments involved in the
operation , reporting Operation performance to supervisors .Oct 2004 joined the FlightCoordinator program where I
was responsible to ensure the flight turns were meeting company standards, Gate operations and monitoring other
departmentsinvolved in the Flight Turn.Dec 2005 Supervisor program , this included reporting to management to ensure
Gate and Counter operationsissuesand performance , service recovery, crewmember supportand balance decision
making , thinking outside the boxto accommodate and recover customer satisfaction . Early2005 Iwas assign to train
leads on leadership rolesand International operations, ensure companypolicy was followed and expectations were met
while carrying outjob responsibilities.
Daily Supervisor Duties -
Operational briefings
Customer assistance and service recovery
Overviewof departments and businesspartners
Crewmember Support
Daily ReportMBR & NPS and D0
Crewmember Recognition
Recaps & Progress report
?
Experience
Airport Operations Supervisor
March 2003toJune 2015
JetBlue Airways - Jamaica, NY
Daily Supervisor Duties -
Operational briefings
Customer assistance and service recovery.
Overviewof other departments and businesspartner’sperformance.
Crewmember support/issues.
Report daily On time & Nps & Mbr
Crewmember recognition.
Recaps - Confidentiality
Certified CRO under ADA
Certified by FAA as GSC

2. Education
Certificate of Completion: Customer Excellency,2006
JetBlue University - Forrest hills, NY,USA
Completed 3 levels of Customer Service under P.O.L
Certificate of Completion: Travel & Hospitality,2004
Travel Careers International - New York City, NY, USA
2 years:Travel & Tourism,2003
Kingsborough Community College - New York City, NY, USA