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Skills

  • Ramp service
  • Improvement of boarding times
  • Relationship development
  • Customer service
  • Emergency evacuation training
  • Organization
  • Luggage screening coordination
  • Mobile and kiosk check-in support
  • Cross-cultural customer interactions
  • Mobility equipment usage (e.g., wheelchairs)

Work Experiences

  • Assisted elderly and disabled individuals.
  • Transported Salesforce to one year customer locations.
  • Achieved a 33% success rate in recovery.
  • Collaborated with standard customers to determine their needs and deliver initiative service.
  • Assisted passengers with unique needs by coordinating with airport services, resulting in a 66% increase in overall customer satisfaction scores at Columbus.
  • Oversaw the delivery of framework project by standard team, which resulted in procedure.
  • Allowed for more on-time departures.
  • Averted health risks for 17 passengers.
  • Assisted with resolution of escalations.
  • Collaborated with the operations team.

Summaries

  • Achieved improvements over 2016.
  • Focused, friendly, and bilingual in Portuguese and French.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Costs were consistently reduced while profits were increased.
  • Collaborated with airport services.
  • Professional Flight Attendant with 17 years of experience in the aviation industry.
  • Collaborated with security teams.
  • Reliable flight attendant with extensive airline industry experience.
  • Adept at assisting passengers through language barriers.
  • Offering a strong work ethic and a customer-focused personality.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Utilized digital tools, including Microsoft Excel, to streamline and track passenger assistance requests, processing over 13 inquiries per day with a high satisfaction rate.
  • Resolved escalated situations involving special needs passengers by providing timely and effective communication, resulting in a President's Club customer engagement outcome.
  • Collaborated with team of 12 in the development of procedure.
  • Reduced waiting times for elderly and disabled passengers by creating a specialized queuing system, contributing to a more efficient airport service flow.
  • Resolved product issue through consumer testing.
  • Collaborated with the security team to monitor boarding gates and prevent unauthorized access, helping maintain airline security protocols.
  • Assisted over 14 international passengers with customs and immigration procedures, ensuring they met entry requirements and reducing backlog at border control.
  • Verified and checked-in 8 pieces of luggage daily, helping maintain compliance with weight limits and reducing any potential boarding delays.
  • Trained 15 new staff members on safety protocols, passenger boarding procedures, and Onboarding Process Improvement initiatives, leading to smoother team operations.

Affiliations

  • Airport Customer Experience Accreditation Program
  • Lions Club
  • Special Needs Travelers Forum - Member
  • Emergency Management Certifications Council - Air Travel Department
  • American Society of Safety Professionals
  • Airline Customer Service Training Association (ACSTA)
  • Association of Information Technology Professionals
  • Consumer Air Travel Group - President's Club
  • Wheelchair Travel Advocacy International - Active Advocate
  • Digital Transformation in Air Travel - Workday Implementation Specialist

Certifications

  • CompTIA A+ Technician
  • Service Excellence in the Aviation Industry Brightline 2017
  • IATA Aviation Security (AVSEC) Certification 2020
  • Salesforce
  • Certified Passenger Service Agent (CPSA)
  • Certified Public Accountant (CPA)
  • CPR and First Aid Certification program 2022
  • Project Management Professional (PMP)
  • CompTIA Security+
  • IATA Airport Handling Manual Training

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