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Skills

  • Flight Irregularity Response (e.g., Weather Delays)
  • Advanced communication and negotiation
  • Regulatory compliance
  • Flight Reservation Systems (e.g., Sabre, Amadeus)
  • Shipment coordination
  • Materials management
  • MS Office
  • Team management
  • Program equipment
  • Safety regulations implementation

Work Experiences

  • Answered 6 calls per several months to help customers with their questions and concerns.
  • Kept track of vehicles, schedules, and orders that were completed.
  • Achieved sales targets of $6 monthly through premium seat upgrades, successfully contributing to airline revenue growth.
  • Assisted in testing the airline's mobile app update.
  • Assisted in the testing and feedback for the airline's mobile app update, improving user navigation and reducing support calls by 54%.
  • Caught discrepancies in boarding passes.
  • Collaborated with flight crew and ground personnel.
  • Achieved over 33% customer satisfaction rating.
  • Saved $9 by putting in place cost-cutting measures that addressed long-standing issues.
  • Contributed to airline revenue growth through premium seat upgrades.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Consistently met and exceeded SLA targets for rebooking and ticket reissues, minimizing disruptions in flight schedules and maximizing customer retention.
  • Airline Agent with over 18 years of experience.
  • Transportation Manager who is organized and knowledgeable in vendor management and quality assurance.
  • Customer-service-oriented Airline Agent skilled in time management, consistently processing check-ins and special service requests without delays.
  • Logical Transportation Manager with 17 years of experience coordinating shipments.
  • Award-winning Airline Agent.
  • Customer-focused Airline Agent with a track record of resolving escalated passenger disputes, achieving a 83% resolution rate in high-pressure situations.
  • Collaborative Airline Agent.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.

Accomplishments

  • Reduced missing baggage complaints by 63% through the implementation of proactive customer follow-up protocols.
  • Maintained 2022 compliance with international travel regulations, avoiding potential fines or penalties for the airline.
  • Demonstrated adherence to airline safety and security protocols during major national holiday traffic surge, supporting the safe travel of over 15 passengers.
  • Spearheaded digital transformation of ticketing and boarding operations at Columbus, significantly reducing overtime costs for the team.
  • Conducted daily audits for international flights and identified 14 boarding discrepancies, preventing last-minute travel disruptions for the airline.
  • Coordinated load management protocols, optimizing seating configurations and reducing fuel consumption by 17%.
  • Recognized by management for improving handling of overbooked flights, contributing to a 55% increase in customer loyalty and retention.
  • Led irregular operations during severe weather conditions by coordinating with ground teams, helping redirect over 9 flights and maintaining operational efficiency.
  • Resolved customer escalations about lost items by partnering with airport security and increasing recovery rate by 47%, enhancing customer satisfaction.
  • Developed comprehensive flight delay reports that alerted leadership to key areas for improvement, decreasing service interruption frequency by 60%.

Affiliations

  • American Medical Informatics Association
  • American Society of Safety Professionals
  • Society of Women Engineers
  • Keynote Speaker at Airline Passenger Safety Summit 2020
  • IATA Ground Operations Management Certification
  • Passenger Services Supervisor Development Program with method
  • International Air Transport Association (IATA) Member
  • Association of Airline Sales Executives - Airport Sales Committee Member
  • Passenger Services Conference Administrator, IATA
  • Attendee at Global Passenger Experience Forum - 2015

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certificate in Air Passenger Visa and Documentation 2019
  • Certified Airport Services Agent (CASA)
  • Airline Customer Service Excellence Certification
  • Certified Passenger Service Agent (CPSA)
  • Certified Flight Services Specialist (CFSS)
  • Data Privacy Certification for Airline Handling Agents
  • Certified Aviation Safety Professional (CASP)
  • Certified Airline Customer Service Agent

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