ROBERTO MOZO PEREZ
BURNSVILLE
Summary
Dynamic customer service professional with extensive experience at American Airlines, excelling in regulatory compliance and conflict resolution. Proven track record in employee training and performance management, enhancing team effectiveness and customer satisfaction in high-pressure environments. Adept at crisis management and fostering strong relationships, ensuring quality assurance and operational excellence.
Overview
14
14
years of professional experience
1
1
Certification
Work History
CSA
American Airlines
Minneapolis
11.2016 - Current
- Manage customer experience from check-in to departure, creating customer satisfaction in even the most operationally challenging situations.
- Observe and provide check in and gate agent training to maintain highest level day-to-day performance.
- Resolve employee issues to maintain the highest level of team performance.
- Serve as CRO, GSC, and CSC.
- Ensure regulatory compliance by maintaining the highest standards and earning the respect of Airport compliance officers.
Mortgage Consultant
Wells Fargo, NA
Minneapolis
11.2010 - 11.2016
- Analyzed market trends to advise clients on optimal timing for loan applications.
- Met with applicants to obtain information for loan applications and answer questions about processes.
- Conducted property appraisals to ascertain loan-to-value ratios.
- Generated referrals from existing client base through excellent customer service.
Education
High School Diploma -
Cuernavaca
Morelos, Mexico05-1992
Skills
- Customer service
- Regulatory compliance
- Employee training
- Conflict resolution
- Performance management
- Customer relationship management
- Team building
- Time management
- Problem solving
- CRM software usage
- Crisis management
- Effective communication
- Goal oriented
- Patience and tolerance
- Strong work ethic
- Complaint resolution
- Quality assurance controls
Affiliations
Professional musician using music to occasionally calm passengers and provide customized thanks to the crews.
Active in youth mentoring.
Languages
English
Full Professional
Spanish
Full Professional
Italian
Elementary
Certification
- Licensed as Property and Casuality life and Health Insurance.
- Licensed as Loan Originator
- Certified CRO, GSC and CSC
References
References available upon request.
Timeline
CSA
American Airlines
11.2016 - Current
Mortgage Consultant
Wells Fargo, NA
11.2010 - 11.2016
High School Diploma -
Cuernavaca
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