Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
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Michael Gonzalez

Lutz,MG

Summary

Accomplished Flight Attendant with over 4 years of international and domestic airline experience and a proven track record as a Postal Supervisor & Manager. Recognized for strong leadership in managing diverse teams, ensuring regulatory compliance, and promoting a culture of safety and service excellence. Highly skilled in handling emergency situations with confidence and precision, while fostering a professional, welcoming, and customer-focused
environment onboard. Experienced in training, mentoring, and motivating staff to achieve performance goals while maintaining accountability to company standards and objectives. Dedicated to advancing into inflight leadership, bringing a balance of operational expertise, customer service excellence, and team management skills to support airline success.

Overview

2026
2026
years of professional experience
1
1
Certification

Work History

Flight Attendant

Frontier Airlines
06.2021 - Current
  • Ensure aircraft and customers compliance with policies, procedures, regulations and safety guidance.
  • Answer customers questions and provide solutions to issues arising during flights.
  • Ensure safety and comfort of customers onboard aircraft.
  • Conduct cabin preparations prior to flight departure and deliver presentations to customers on all safety protocol and flight etiquette.
  • Provide outstanding customer service to customers on all flights and collaborate with other crew members and pilots during pre-flight briefings to discuss weather conditions, service plans and all safety protocols.

Customer Service Manager

USPS
09.2020 - 06.2021
  • Supervised delivery unit consisting of 43 city and rural routes ensuring postal carriers provide excellent customer service.
  • Responsible for supervising 3 supervisors and 56 employees, ensuring adequate coverage across all areas.
  • Monitored performance, implement corrective actions when necessary, and maintain compliance with company standards and policies.
  • Researched and correct regular and long-standing customer concerns to promote company loyalty.
  • Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
  • Established and maintained safety programs through OSHA standards.

Retail Service Manager

USPS
8/05/19 - 9/14/20
  • Devised innovative strategies to improve customer satisfaction scores and meet company goals.
  • Maintained knowledge of current promotions such as policies regarding payment and exchanges and security practices.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Capitalized on $180,000 in customer up-sell opportunities resulting in increased revenues.

Customer Service Manager

USPS
3/01/19 - 8/04/19
  • Demonstrated adaptability and leadership by accepting a temporary promotion at a new district location, maintaining compliance with all company policies and standards.
  • Established postal goals and objectives to meet standards established by headquarters.
  • Reviewed work completed by employees to check for correct procedural implementation and ensure company policies and budget constraints are followed, recommended revisions as needed.
  • Maintained database up to date to meet headquarters compliance.
  • Devised and published metrics to measure organization's success in delivering world class customer service.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.

Customer Service Supervisor

USPS
02.2017 - 03.2019
  • Supervised delivery unit consisting of 43 city routes ensuring postal carriers provide excellent customer service.
  • Exceeded team goals and collaborate with staff members to implement customer service initiatives.
  • Updated clients accounts and record mail volume.
  • Researched and correct regular and long-standing customer concerns to promote company loyalty.
  • Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
  • Established and maintained safety programs through OSHA standards.

Education

High School Diploma -

Richwood High School
05.2014

Skills

  • Exceptional Customer Service
  • Ability to work under pressure
  • Conflict resolution
  • Team leadership
  • Crew Resource Management
  • Adaptable and flexible
  • First aid
  • Airline Operations
  • Preflight briefings
  • Bilingual (Spanish)

Accomplishments

  • Outstanding Achievement in Customer service, 2019
  • Resolved product issue through consumer testing
  • Top seller for Frontier Airlines cabin cash program for June 2025

Certification

  • Appreciator of Outstanding Performance, 2020
  • Employee Assistance Program (EAP), 2019
  • Certified New Manager Program (NMP) 2019
  • Advanced Leadership Program (ALP), 2018

Timeline

Flight Attendant

Frontier Airlines
06.2021 - Current

Customer Service Manager

USPS
09.2020 - 06.2021

Customer Service Supervisor

USPS
02.2017 - 03.2019

Retail Service Manager

USPS
8/05/19 - 9/14/20

Customer Service Manager

USPS
3/01/19 - 8/04/19

High School Diploma -

Richwood High School
Michael Gonzalez