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Skills

  • Regulatory compliance
  • Organization
  • Compliance with aviation safety standards
  • Customer service
  • Customer service excellence
  • Project organization
  • Passenger deboarding process improvement
  • Collaborative problem-solving
  • Passenger query handling
  • Passenger satisfaction improvement strategies

Work Experiences

  • Was in charge of creating customer invoices, accepting payments, and handling refund and cancellation requests.
  • Solved initiative issues, improved operations, and provided excellent customer service.
  • Awarded Excellence Award for excellence in customer service in 2016, based on feedback from surveys conducted with international travelers.
  • Achieved 85% reduction in passenger wait times.
  • Coordinated to ensure timely information for transit passengers.
  • Achieved a 84% drop in passenger complaints.
  • Oversaw the delivery of system project by program team, which resulted in category.
  • Collaborated with airport lounge representatives.
  • Assisted passengers with special needs.
  • Collaborated with airlines’ ground teams.

Summaries

  • Addressed delayed flights and transport shortages.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Collaborative in ensuring VIP passengers receive exemplary service by closely working with airline and airport lounge representatives.
  • Assisted first-time travelers.
  • Exceptional at informing incoming guests about facility amenities and providing recommendations for entertainment and dining options.
  • Assisted visitors from Boston.
  • Achieved a 30% decrease in service-related incidents.
  • Actively managed the baggage handling process.
  • Collaborated on partnerships.
  • Airport Representative is a multi-talented Airport Representative who is consistently rewarded for planning and operational improvements.

Accomplishments

  • Reduced wait times by streamlining check-in processes for passengers with connecting flights, leading to a 73% increase in on-time departures.
  • Facilitated communication of delayed flight information to over 5 passengers per day, resulting in a smoother and more organized travel experience.
  • Collaborated with airline security teams to ensure compliance with TSA standards, significantly reducing passenger screening delays.
  • Trained new hires on customer service standards, leading to a 44% improvement in first-contact resolution outcomes.
  • Successfully handled VIP and celebrity arrivals by coordinating with security and managing media interactions, ensuring discreet and efficient service delivery.
  • Generated real-time service schedules for ground transportation, improving transfer times for 18 transit passengers per day.
  • Customized travel solutions for passengers impacted by flight cancellations, leading to a 52% increase in customer loyalty.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Guided 12 international travelers through customs and immigration processes daily, reducing wait times by 83%.
  • Led cross-department communication efforts to preemptively address travel disruptions caused by weather delays, maintaining a 59% success rate in safeguarding passenger satisfaction.

Affiliations

  • American Society for Industrial Security (ASIS) International
  • International Aviation Women's Association (IAWA)
  • National Business Aviation Association (NBAA)
  • Freemason
  • Institute of Customer Service
  • Rotary International
  • American Marketing Association
  • Airport Consultants Council (ACC)
  • Transportation Safety Administration (TSA) Certified Partnership Program
  • International Council of Nurses

Certifications

  • Airside Safety Awareness Certification
  • Certified Passenger Service Agent (CPSA)
  • Aviation Security Manager Certificate
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Public Accountant (CPA)
  • Global Aviation Management Certification
  • IATA Advanced Leadership Program
  • Google Certified Professional Cloud Architect
  • CompTIA Network+
  • First Aid/CPR Certified

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