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Skills

  • Customer service excellence
  • Transportation information
  • Multilingual Proficiency (program)
  • Relationship development
  • Hotel accomodations
  • Flexible Schedule Handling
  • Mentorship and leadership
  • Process optimization
  • Budgets
  • Organization

Work Experiences

  • Anticipated needs of passengers with disabilities.
  • Collaborated with airport security teams to expedite the processing of special-need passengers, leading to Outstanding Service Award from Chicago.
  • Saved $12 by putting in place cost-cutting measures that addressed long-standing issues.
  • Achieved 69% accuracy.
  • Assisted VIP passengers with priority check-in and boarding, resulting in a Outstanding Service Award for outstanding customer service in 2023.
  • Balanced tills with a 32% accuracy rate at end of shift.
  • Addressed last-minute cancellations.
  • Achieved Outstanding Service Award recognition for lowering complaint responses time by 53% through efficient problem-solving at the service desk.
  • Answered 10 calls per 18 months to help customers with their questions and concerns.
  • Commended for exceptional service.

Summaries

  • Collaborated cross-functionally with airport teams to improve boarding protocols and expedite processes for passengers with special needs, earning recognition through Top Performer in Austin.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Airline Ticket Agent with a detailed understanding of data accuracy and regulation compliance. Successfully processed refunds according to policy, saving the company 80% in chargeback fees.
  • Built strong relationships with high-value clients.
  • Adept at balancing productivity with customer service.
  • Customer-focused Reservation Agent with 5 years of Customer Service experience.
  • Airline Ticket Agent with knowledge of federal travel regulations.
  • Achieved zero errors during peak travel seasons.
  • To achieve positive outcomes, works to answer all questions from guests via phone or email.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.

Accomplishments

  • Designed and led training sessions for new hires on stress management techniques during peak travel seasons, decreasing burnout rates by 47%.
  • Collaborated with airport security and immigration officers to streamline the processing of international passengers, reducing check-in times by up to 29%.
  • Collaborated with team of 11 in the development of framework.
  • Monitored and tracked sales performance of seat upgrades and additional services, helping to increase overall ancillary sales by 75% in 18 months.
  • Standardized ticket sale processes with a focus on compliance, ensuring 100% adherence to airline policies and governmental travel regulations.
  • Resolved customer service issues related to disrupted flights or alternate arrangements, achieving a 22% reduction in response time during heavy traffic periods.
  • Monitored and adjusted seating allocations in coordination with flight crew to optimize cabin weight distribution, minimizing in-flight delays and ensuring timely departures.
  • Implemented a quality assurance process to review ticketing transactions daily, ensuring compliance and reducing financial discrepancies by 27%.
  • Successfully handled escalated complaints related to flight cancellations, securing backup flights for passengers and reducing compensation payouts by 60%.
  • Provided bilingual support in French, expediting check-ins for international passengers and enhancing customer satisfaction by 81% during a two years.

Affiliations

  • Aerospace Industries Association (AIA)
  • Freemason
  • Project Management Institute
  • Airline Passenger Experience Association (APEX)
  • Association of Professional Flight Attendants (APFA)
  • National Passenger Flyer's Network (NPFN)
  • National Association of Social Workers
  • International Air Transport Association (IATA)
  • Women in Aviation International (WAI)
  • National Business Aviation Association (NBAA)

Certifications

  • IATA Fraud Prevention in Aviation Certification — Cedar Works
  • Airport IT Systems Analyst Certification — process
  • Project Management Professional (PMP)
  • Certified Airline Security Coordinator (CASC) — Vantage
  • First Aid and CPR Certification Ironclad Systems
  • Aviation Security Foundation Certification — Phoenix
  • Airline Customer Service and Ticketing Certification — Brightline
  • Microsoft Certified Systems Engineer (MCSE)
  • First Aid/CPR Certified
  • Lost/Delayed Baggage Handling Certification — Northwind

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