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Skills

  • Team management
  • Effective collaboration under strict deadlines
  • Team building
  • Data analysis for service improvements
  • Conflict resolution and complaint management
  • Load factor reporting
  • Employee onboarding and training
  • Operational improvement
  • Collaboration with flight crews and air traffic control
  • Handling high-traffic, fast-paced environments

Work Experiences

  • Achieved a 57% improvement in client retention.
  • Used Salesforce to enter all of the necessary information into the hotel's database system.
  • Coordinated passenger assistance services.
  • Completed compliance ahead of schedule.
  • Collaborated with cross-functional teams, including pilots and air traffic controllers, to ensure timely departures during high-traffic periods.
  • Created detailed operational reports for ground handling performance, resulting in a $10 improvement in efficiency across key metrics.
  • Answered 7 calls per two years to help customers with their questions and concerns.
  • Looked for industry trends on social media and through online sources.
  • Collaborated with cross-functional teams.
  • Coordinated the boarding process for up to 15 passengers daily.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved 17% reduction in delays.
  • Airline Services Operator focused on safety and customer service.
  • Boosted retention rates by 51% within one year.
  • Achieved 46% rise in repeat VIP clients.
  • Achieved a 46% improvement in staffing efficiency.
  • Achieved 66% satisfaction retention.
  • Offering 9 years of Miscellaneous experience.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Achieved President's Club for superior customer service response during flight cancellations, swiftly resolving travel issues for 15 affected passengers.
  • Surpassed annual performance KPIs by 39% by focusing on operational efficiency and customer need prioritization during emergency situations.
  • Contributed to an inter-departmental task force that increased on-ground efficiency by streamlining boarding processes, improving passenger throughput by 35%.
  • Patched software-based flight tracking systems into ground operations for real-time updates, reducing passenger waiting time by 33%.
  • Adapted quickly to weather disruptions, ensuring priority customers were handled with minimal waiting times, receiving Outstanding Service Award for excellence in crisis management.
  • Ensured compliance with FAA and TSA regulations, leading to a 47% reduction in safety violations, recognized with the Outstanding Service Award in 2019.
  • Trained 5 new recruits on safety procedures and customer service best practices, contributing to a 80% improvement in overall team efficiency.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with team of 16 in the development of method.
  • Prevented flight delays in coordination with maintenance teams and ensured all pre-flight safety checklists were completed by 6 months, reducing cancellations by 34%.

Affiliations

  • International Association of Administrative Professionals
  • Society of Women Engineers
  • In-flight Passenger Experience Association (IFPA)
  • Emergency Response and Crisis Management Certification
  • International Aviation Women's Association (IAWA)
  • International Association of Baggage Handlers (IABH)
  • American Marketing Association
  • Society of Aviation and Flight Educators (SAFE)
  • Rotary International
  • National Aircraft Rescue and Firefighting Association (NARFA)

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Airline Transportation Professional Certification (ATPC)
  • Advanced Passenger Interaction and Customer Care Certification
  • Certified Passenger Service Specialist (CPSS)
  • International Air Transport Association (IATA) Ticketing & Reservations Certification
  • CompTIA Security+
  • Cargo and Logistics Quality Management Certification
  • Certified Airline Security Coordinator – category
  • Google Certified Professional Cloud Architect
  • IATA Dangerous Goods Regulations (DGR) Certification

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