Andrew Urbaez
Tempe
Summary
Dedicated customer service professional with 2+ years in airport operations, including passenger assistance and check-in. Experienced as a Cabin Appearance Agent, contributing to safety and efficiency in high-volume environments. Currently pursuing a B.S. in Aeronautical Management Technology, skilled in delivering effective service and supporting diverse passenger needs.
Overview
3
3
years of professional experience
Work History
Customer Care Representative
Express Flooring
Tempe
10.2025 - 02.2026
- Acted as the primary point of contact for customers across multiple communication channels, facilitating fast resolution and consistent satisfaction.
- Maintained high performance standards while managing a large volume of simultaneous interactions, prioritizing the safety of personal data and customer information at every touchpoint.
- Communicated clearly and adapted approach to meet the unique needs of a diverse customer base.
- Collaborated with internal teams to flag issues and drive service improvements, demonstrating strong teamwork and adaptability under pressure.
Sales Specialist
Earnhardt Hyundai
Scottsdale
05.2025 - 10.2025
- Delivered personalized, tier-one customer service through every stage of the client journey, building trust and long-term relationships with a diverse clientele.
- Exceeded monthly sales targets consistently in high-volume environment, reflecting strong work ethic and ability to perform under pressure.
- Conducted needs assessments to align clients with optimal solutions, highlighting adaptability and effective communication.
- Maintained accurate client records and follow-up communications, ensuring professionalism in every client interaction.
Customer Service Agent
Southwest Airlines
Denver
06.2023 - 05.2025
- Processed passenger check-ins and managed boarding procedures in a fast-paced terminal, confirming documentation accuracy and coordinating seat assignments to support on-time departures.
- Communicated flight updates, boarding calls, and gate changes to passengers clearly and professionally across a busy concourse.
- Provided dedicated support to unaccompanied minors and passengers requiring special assistance, coordinating safe and seamless airport navigation from arrival to departure.
- Held an active SIDA badge and adhered to all TSA and airline security requirements, maintaining a safety-first approach in every aspect of the role.
- Worked closely with ground crews and airport operations teams to troubleshoot disruptions and minimize delays during irregular operations.
Cabin Appearance Agent
United Airlines
Denver
11.2022 - 05.2023
- Conducted thorough aircraft cabin cleaning and security searches between flights, ensuring full compliance with safety protocols and airline standards.
- Prioritized safety by utilizing personal protective equipment and ensuring each aircraft was returned to service clean, secure, and ready for passengers.
- Completed daily equipment checks and associated checklists to ensure operational readiness and compliance in fast-paced airport environment.
- Maintained professional relationships with gate agents, supervisors, and airport authorities to facilitate effective communication and support safe, on-time operations.
Education
Bachelor of Science - Air Traffic Control
Arizona State University
Tempe, AZ05-2027
Skills
- Passenger Check-In & Boarding
- SIDA Badge Certified
- Unaccompanied Minor & Special Needs Passenger Assistance
- TSA & Aviation Security Compliance
- Aircraft Cabin & Safety Inspections
- Customer Service & Conflict Resolution
- Diverse Passenger & Client Communication
- CRM & Property Management Software
- Microsoft Office Suite (Excel, Word, Outlook)
- Team Collaboration & Adaptability Under Pressure
Timeline
Customer Care Representative
Express Flooring
10.2025 - 02.2026
Sales Specialist
Earnhardt Hyundai
05.2025 - 10.2025
Customer Service Agent
Southwest Airlines
06.2023 - 05.2025
Cabin Appearance Agent
United Airlines
11.2022 - 05.2023
Bachelor of Science - Air Traffic Control
Arizona State University