Luisa Puma
Fayetteville
Summary
Experienced aviation and passenger service professional with over 10 years at JFK International Airport, specializing in immigration compliance, documentation review, and passenger vetting. Skilled in collaborating with CBP and ICE, by conducting interviews, verifying eligibility, and ensuring adherence to DHS/USCIS policies. Bilingual in English and Spanish, with proven ability to exercise discretion, identify fraud, and uphold national security standards.
Overview
12
12
years of professional experience
Work History
Freelance Makeup & Special Effects Artist
01.2016 - 01.2019
- Managed client schedules and delivered services under strict timelines.
- Developed organizational and multitasking skills.
Passenger Service Agent
DGS Passenger Service - JFK International Airport
01.2015 - 01.2016
- Conducted passenger check-in and documentation verification, ensuring compliance with DHS/USCIS policies.
- Assisted CBP with APIS verification, declaration forms, and Spanish language translation.
- Identified inconsistencies in passenger documentation and escalated potential fraud cases.
Supervisor
Copa Airlines - JFK International Airport
01.2013 - 01.2015
- Directed a team of 25 employees ensuring compliance with immigration and airline regulations.
- Collaborated with CBP to facilitate inspections, passenger removals, and baggage/cargo clearance.
- Conducted interviews and assisted passengers with declaration forms, ensuring accuracy and compliance.
- Exercised discretion in evaluating documentation, identifying inconsistencies, and reporting potential fraud.
- Prepared daily operational and compliance reports for internal and external stakeholders.
- Served as Emergency Response Lead, coordinating with federal agencies during irregular operations.
Lead Agent
JFK International Airport
01.2012 - 01.2013
- Audited visa documentation to ensure compliance with immigration laws and regulations.
- Created guides for embassies and consulates to streamline passenger processing and lawful travel.
- Conducted debriefings and mentored new hires on compliance standards, achieving 95% adherence.
Passenger Service Agent
JFK International Airport
01.2007 - 01.2012
- Verified passports, visas, and vaccination records to ensure compliance with immigration requirements.
- Assisted CBP with cargo clearance, gun declarations, and passenger searches.
- Supported CBP in Spanish translation during interviews and inspections.
- Documented irregularities and prepared reports consistent with adjudicative standards.
Passenger Service Agent
Swissport Passenger Service - JFK International Airport
01.2007 - 01.2012
- Verified travel documents and ensured compliance with immigration and airline regulations.
- Escorted passengers requiring special handling, ensuring adherence to security protocols.
Education
Undergraduate Studies - Business Administration
Vaughn College of Aeronautics & Technology
Certified Make-up & Special Effects Artist - undefined
MUD School
Skills
- Customer Service
- Immigration Documentation Review & Compliance
- Passenger Interviews & Credibility Assessment
- Fraud Detection & Security Vetting
- CBP/ICE Collaboration & Support
- Legal/Regulatory Research & Application
- Visas and vaccines requirement verification
- Report Writing & Case Documentation
Bilingual Communication (English/Spanish)
English
Spanish
Timeline
Freelance Makeup & Special Effects Artist
01.2016 - 01.2019
Passenger Service Agent
DGS Passenger Service - JFK International Airport
01.2015 - 01.2016
Supervisor
Copa Airlines - JFK International Airport
01.2013 - 01.2015
Lead Agent
JFK International Airport
01.2012 - 01.2013
Passenger Service Agent
JFK International Airport
01.2007 - 01.2012
Passenger Service Agent
Swissport Passenger Service - JFK International Airport
01.2007 - 01.2012
Certified Make-up & Special Effects Artist - undefined
MUD School
Undergraduate Studies - Business Administration
Vaughn College of Aeronautics & Technology