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Skills

  • Onboarding and training programs
  • Relationship development
  • Payment processing
  • Team building
  • Operational workflow optimization
  • Telephone reservations
  • Electronic ticketing systems Tableau
  • Business operations
  • First Aid/CPR
  • Procedure equipment

Work Experiences

  • Transported SAP to two years customer locations.
  • Achieved 63% customer satisfaction.
  • Awarded 2 consecutive Employee of the Month titles for exemplary service during three years.
  • Achieved 64% faster onboarding.
  • Collaborated with airline sales teams to identify and recommend business-class upsell opportunities, increasing ancillary revenue by $9.
  • Solved method issues, improved operations, and provided excellent customer service.
  • Boosted net promoter score (NPS) by 19%.
  • Achieved this reduction over 18 months.
  • Collaborated with procedure customers to determine their needs and deliver metric service.
  • Collaborated with the baggage team to reduce misplaced luggage incidents by 25% during international flights.

Summaries

  • Consistently drove a 65% increase in client satisfaction.
  • Achieved Top Performer in 2015 for service excellence.
  • To achieve positive outcomes, works to answer all questions from guests via phone or email.
  • Offering 9 years of Customer Service experience.
  • Achieved 25% faster onboarding.
  • Costs were consistently reduced while profits were increased.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved an average 81% reduction in passenger wait times.
  • Friendly Reservation Agent with experience interacting effectively with guests of various ages, backgrounds, and interests over the phone.
  • Strengths in risk assessment and budget management backed up by Customer Service training.

Accomplishments

  • Directed cross-team collaboration between baggage services and customer service to resolve 16 baggage discrepancies in less than three years, improving response times by 71%.
  • Coordinated with airline customer service to resolve 12 passenger rebooking cases in a 6 months, resulting in 33% satisfaction.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Championed an initiative to introduce automated texts for flight delays, reducing incoming customer service calls about flight statuses by 66%.
  • Collaborated with team of 17 in the development of metric.
  • Handled over 13 baggage claim inquiries per month, reducing issue resolution time by 63%.
  • Documented and resolved standard which led to category.
  • Managed inventory tracking for vital check-in supplies, eliminating stockouts and reducing rush-order costs by 11% in the past year.
  • Integrated new Microsoft Excel for real-time flight status updates across displays, leading to a 69% reduction in passenger confusion.
  • Implemented a new boarding pass scanning protocol for security checks, reducing passenger waiting times by 53% in 18 months.

Affiliations

  • Association of Professional Flight Attendants (APFA)
  • International Civil Aviation Organization (ICAO)
  • American Association of Airport Executives (AAAE)
  • Association for Computing Machinery
  • Women in Aviation International (WAI)
  • Airports Council International (ACI)
  • Regional Airline Association (RAA)
  • Airport Services Association (ASA)
  • International Air Transport Association (IATA)
  • Rotary International

Certifications

  • IATA Passenger Ground Services Certification
  • Apple Certified Associate (ACA)
  • ATA Certified International Airline Professional (CIAP)
  • Certified Customer Experience Professional (CCXP) by CXPA
  • ADR Dangerous Goods and Substances Training
  • IATA Customer Service Fundamentals Certificate
  • SHRM Certified Professional (SHRM-CP)
  • IATA Geneva Passenger Ground Services Training
  • IATA Ramp Safety Awareness Certification
  • Airport Emergency Management (AEM) Certification

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