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Skills

  • Ground transportation scheduling
  • Payment processing
  • Transportation information
  • Proficient in SAP
  • Process improvement
  • Problem resolution
  • Ground handling coordination
  • Data-driven decision making for operations
  • Flight information coordination
  • Customer service

Work Experiences

  • Coordinated to ensure timely information for transit passengers.
  • Contributed to pre-travel communication efforts.
  • Collaborated with airlines’ ground teams.
  • Contributed to 32% increase in airline satisfaction ratings.
  • Collaborated with airlines’ ground teams on special accommodation requests, contributing to 51% increase in overall airline satisfaction ratings.
  • Was in charge of creating customer invoices, accepting payments, and handling refund and cancellation requests.
  • Achieved a 84% drop in passenger complaints.
  • Collaborated with process customers to determine their needs and deliver system service.
  • Assessed causes of missed flights.
  • Assisted VIP clients with documentation.

Summaries

  • Collaborative in ensuring VIP passengers receive exemplary service by closely working with airline and airport lounge representatives.
  • Assisted tourists.
  • Coordinated between airport teams and passengers.
  • Achieved a 65% reduction in negative passenger feedback.
  • Achieved a 80% reduction in errors.
  • Airport Representative with 11 years of successful team leadership and process improvement experience.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.
  • Consistently recognized for exemplary customer service, including resolving escalated issues while maintaining a calm and professional demeanor.
  • Collaborated on partnerships.
  • Achieved tangible service quality improvements.

Accomplishments

  • Collaborated with airline security teams to ensure compliance with TSA standards, significantly reducing passenger screening delays.
  • Reduced wait times by streamlining check-in processes for passengers with connecting flights, leading to a 73% increase in on-time departures.
  • Successfully coordinated the arrival of large sporting teams, ensuring special accommodations, security detail, and high-priority luggage delivery.
  • Regularly analyzed customer satisfaction data to identify areas for service improvement, leading to a 33% increase in overall passenger satisfaction.
  • Guided 12 international travelers through customs and immigration processes daily, reducing wait times by 83%.
  • Designed key initiatives to improve in-terminal signage and wayfinding, reducing the number of lost passengers by 77%.
  • Directed a hospitality-focused team in managing inbound calls and resolving 16 travel complications per shift, achieving a 85% positive feedback increase.
  • Improved passenger satisfaction ratings by 25% after resolving escalated boarding issues in collaboration with the airport operations team.
  • Managed arrival logistics for flights carrying 8 passengers, ensuring special needs and first-class travelers received timely, tailored services.
  • Developed and led conflict resolution training sessions for up to 13 new airport staff, improving de-escalation techniques by 85%.

Affiliations

  • American Marketing Association
  • International Aviation Club (IAC)
  • International Aviation Women's Association (IAWA)
  • Freemason
  • Toastmasters
  • Global Business Travel Association (GBTA)
  • American Medical Informatics Association
  • Association for Supply Chain Management (APICS)
  • Transportation Safety Administration (TSA) Certified Partnership Program
  • National Business Aviation Association (NBAA)

Certifications

  • Passenger Special Assistance Training Certification
  • Certified Business Analysis Professional (CBAP)
  • Global Aviation Management Certification
  • Google Certified Professional Cloud Architect
  • Microsoft Certified Systems Engineer (MCSE)
  • CompTIA A+ Technician
  • Conflict Management for Passenger Handling Professionals
  • Airport Environmental Management Certification
  • IATA Airline Customer Service
  • Airport Operations Specialist Certification (AOSC)

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