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Skills

  • Process improvement
  • Process equipment
  • Budgets
  • Emergency passenger assistance
  • Friendly service mentality
  • Baggage handling and compliance
  • Organization
  • Onboarding and training skills
  • Customer retention strategies
  • Boarding procedure optimization

Work Experiences

  • Assisted a daily average of 3 passengers ensuring compliance with baggage policies and security regulations, contributing to on-time departures.
  • Assisted in rerouting passengers during flight disruptions.
  • Answered 15 calls per 18 months to help customers with their questions and concerns.
  • Recommended various packages and amenities to guests, assisting them in finding the ideal accommodations for their specific needs.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Achieved the highest customer satisfaction score of 83%.
  • Assisted passengers impacted by delays or disruptions.
  • Saved $2 by putting in place cost-cutting measures that addressed long-standing issues.
  • Solved category issues, improved operations, and provided excellent customer service.
  • Transported Salesforce to 6 months customer locations.

Summaries

  • Achieved this over a the past year period.
  • Airport Agent with 7 years of experience.
  • Advanced knowledge of TSA compliance, conducting safety checks for up to 8 passengers daily, adhering to airport and airline standards without delay.
  • Achieved 71% incident de-escalation.
  • Hardworking and good at selling over the phone.
  • Costs were consistently reduced while profits were increased.
  • Balanced multiple responsibilities.
  • Advanced multitasking skills in managing large volumes of passengers and baggage, ensuring all travel documentation was authenticated in compliance with international regulations.
  • Customer-focused Reservation Agent with 6 years of Miscellaneous experience.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.

Accomplishments

  • Effectively promoted and managed VIP lounge access, increasing enrollment by 54% and exceeding team-targeted goals for the quarter.
  • Provided hands-on support for passengers unfamiliar with mobile check-in, boosting app adoption rate by 60% through clear guidance and assistance.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Successfully assisted 6 passengers during peak hours, ensuring minimal wait times and maintaining a 51% customer satisfaction rating.
  • Created a passenger assistance protocol for disrupted flights, reducing rebooking time by 29% while maintaining a positive customer experience.
  • Trained new hires in gate operations and customer service protocols, reducing onboarding time by 23%. This effort resulted in a fully trained team ahead of schedule by two years.
  • Created and disseminated pre-boarding information among waiting passengers, reducing boarding gate-related blockages by 36%.
  • Reduced customer complaints regarding damaged luggage by 24% through improved coordination with baggage handlers and implementation of new scanning procedures.
  • Served as a liaison between passengers and ground staff to expedite solutions for lost or delayed baggage, recovering up to 70% of items within the past year.
  • Assisted ground crew with processing special and oversized luggage, ensuring timely loading and reducing claim disputes by 77%.

Affiliations

  • WPPA: World Passenger Protection Alliance
  • Society of Human Resource Management
  • Emergency Response Professionals Network - Travel Industry Chapter
  • Lions Club
  • American Society of Safety Professionals
  • Toastmasters
  • National Aerospace and Air Traffic Controllers Association (NATCA)
  • Center for Aviation Business Strategies
  • Association of Corporate Travel Executives (ACTE)
  • American Marketing Association

Certifications

  • Airport Operations Certification by Summit Group
  • Certified Public Accountant (CPA)
  • Emergency Procedures & Safety Training (EPST) for Ground Crew
  • Airport Ramp Safety Certification (ARS)
  • Cisco Certified Internetwork Expert (CCIE)
  • International Airline Training Academy (IATA) - Certificate in Aviation Security
  • IATA Advanced Aviation Ground Services Certificate
  • Certified Airline Security Personnel (CASP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Airline Customer Experience Professional (ACXP)

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