Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Lilliam Mojica-Franceschi

Charlotte

Summary

Multitalented, trilingual professional with over seventeen years of combined experience in education and customer service. Known for a positive attitude, dynamic disposition, and superb people skills. Leveraging strong organizational skills and empathy, can create positive outcomes in high-stress situations. Team oriented and avid learner.

Overview

18
18
years of professional experience

Work History

Customer Service Agent

American Airlines
Charlotte, NC
05.2023 - Current
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
  • Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
  • 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.
  • Ensured passenger safety by strictly adhering to all airport security protocols and procedures.
  • Delivered clear announcements over the PA system, communicating important flight updates to all passengers.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.

Bilingual School Receptionist

Wesleyan Academy
Guaynabo, Puerto Rico
08.2021 - 04.2023
  • Streamlined administrative tasks for increased office productivity, including filing and document management.
  • Managed daily attendance records to ensure accuracy in reporting absences or tardiness of students.
  • Served as a liaison between school administration and the community by addressing concerns promptly and professionally.
  • Strengthened relationships among faculty, staff, parents, and students by fostering open lines of communication and a friendly, approachable demeanor at the reception desk.
  • Enhanced parent-teacher communication by efficiently managing phone calls and email inquiries.
  • Contributed to a welcoming environment with professional demeanor and excellent customer service skills.
  • Handled confidential information with discretion while working closely with school counselors on student matters.
  • Improved school security by diligently monitoring visitor access and implementing sign-in procedures.
  • Maintained an organized reception area that facilitated smooth daily operations within the school environment.

Bilingual Family School Liaison

Cabarrus County Schools - Coltrane Webb STEM Elem.
Concord, NC
08.2020 - 07.2021
  • Contributed to a positive school climate by addressing student concerns and fostering strong relationships with families.
  • Conducted ongoing assessments of family needs, connecting them with appropriate resources when necessary.
  • Created a welcoming environment at the school by developing inclusive policies and practices that celebrated diversity among the student body.
  • Advocated for students'' needs, working closely with administrators to implement necessary accommodations and supports.
  • Enhanced communication between parents and school staff by organizing regular meetings and providing timely updates on student progress.
  • Managed sensitive situations involving students or families professionally and confidentially, maintaining trust within the school community.

Airline Customer Service Agent

Trego Dugan Aviation, Inc. for Allegiant Airlines
Concord, NC
04.2019 - 03.2021
  • Provided exceptional customer service with empathetic listening and effective problem-solving skills.
  • Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
  • Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
  • Collaborated with team members to achieve high levels of performance in demanding situations.
  • Adapted communication style based on each individual''s needs, providing clear instructions for non-native English speakers or those requiring additional support.
  • Processed ticket sales accurately, ensuring correct fare calculations and efficient booking procedures were followed.
  • Expedited lost luggage retrieval by coordinating efforts between ground crew and airline staff effectively.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.

Fulfillment Associate

Amazon.com, Inc.
Charlotte, NC
07.2018 - 09.2019
  • Assisted in the training of new fulfillment associates, sharing best practices and offering support as needed.
  • Demonstrated adaptability by cross-training in multiple job functions within the fulfillment center.
  • Exceeded customer expectations by going above and beyond to ensure fast, accurate, and courteous service throughout the entire fulfillment process.
  • Enhanced customer satisfaction by accurately fulfilling orders within tight deadlines.
  • Boosted warehouse efficiency by consistently meeting or exceeding productivity goals for daily tasks.
  • Contributed to a safe work environment by adhering to safety protocols and promptly addressing potential hazards.
  • Contributed to a positive workplace culture by maintaining a professional demeanor and supporting colleagues in their work duties.

Several Positions Within the School System

Charlotte-Mecklenburg Schools
Charlotte, NC
08.2007 - 01.2016
  • Established a strong professional network within the industry, enhancing access to passive candidates and referrals for strategic hires.
  • Maintained up-to-date knowledge of recruiting trends, tools, technologies, and best practices to stay competitive in the marketplace.
  • Built strong relationships with industry partners, educational institutions, and professional organizations to expand reach and access to top talent for key positions.
  • Partnered effectively with HR teams to ensure seamless onboarding processes for new hires placed in key positions.
  • Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
  • Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
  • Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
  • Maintained accurate records of student progress, attendance, and behavior to facilitate ongoing communication with parents about their child''s educational journey.
  • Differentiated instruction to accommodate diverse learning needs, ensuring each student had an equal opportunity for success.
  • Collaborated with other teachers to plan interdisciplinary units that connected subjects and promoted deeper understanding among students.
  • Continuously pursued professional development opportunities such as workshops or conferences to stay current in educational trends.
  • Identified struggling students early on and provided additional support through tutoring sessions and modified lesson plans.
  • Supported classroom maintenance and upkeep, organizing books, and materials.
  • Supported classroom activities, tutoring, and reviewing work.
  • Developed strong rapport with students by demonstrating empathy, patience, and understanding during daily interactions both inside and outside the classroom setting.
  • Collaborated with teacher to create customized classroom environment integral to students' needs.
  • Maintained a welcoming atmosphere in the front office by greeting visitors professionally and addressing their inquiries promptly.
  • Facilitated communication among staff members by managing phone calls, distributing mail, and updating bulletin boards regularly.
  • Ensured timely distribution of important announcements to staff members through email or printed memos.
  • Contributed to a positive school environment with excellent customer service skills when interacting with students, parents, and staff.

Education

Master of Arts - Primary Education

University of El Turabo
Gurabo, Puerto Rico

Skills

  • Customer service, empathy, and patience
  • Ethical Standards Awareness
  • Strong organization and crisis management
  • Goal oriented approach and Problem Resolution
  • Fully trilingual - English, Spanish, and French
  • Basic computer skills and proficient phone etiquette
  • Effective interpersonal skills
  • Able to efficiently work under pressure
  • Exceptional writer; proficient communication skills
  • Capable of working with little or no supervision
  • People oriented; great team player
  • Friendly and courteous

Languages

Spanish
Native language
English
Proficient
C2
French
Advanced
C1

Timeline

Customer Service Agent

American Airlines
05.2023 - Current

Bilingual School Receptionist

Wesleyan Academy
08.2021 - 04.2023

Bilingual Family School Liaison

Cabarrus County Schools - Coltrane Webb STEM Elem.
08.2020 - 07.2021

Airline Customer Service Agent

Trego Dugan Aviation, Inc. for Allegiant Airlines
04.2019 - 03.2021

Fulfillment Associate

Amazon.com, Inc.
07.2018 - 09.2019

Several Positions Within the School System

Charlotte-Mecklenburg Schools
08.2007 - 01.2016

Master of Arts - Primary Education

University of El Turabo

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Lilliam Mojica-Franceschi