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Skills

  • Problem resolution
  • Team building
  • Enhanced communication during irregular operations (IROPs)
  • Project organization
  • Fast-track boarding implementations
  • Metric equipment
  • Transportation information
  • Handling last-minute itinerary changes
  • Knowledge of airline fare rules and policies
  • Adapting to fast-paced work environments

Work Experiences

  • Checked in passengers efficiently.
  • Bolstered daily check-in efficiency by 23%.
  • Achieved this over a the past year period.
  • Achieved reunification within 7 hours.
  • Achieved a 43% reduction in negative passenger experiences.
  • Achieved bookings over three years.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Transported Workday to the past year customer locations.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout the booking cycle.
  • Solved initiative issues, improved operations, and provided excellent customer service.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Awarded for excellence in customer interactions.
  • Clear understanding of strategic planning and process improvement as well as risk assessment training.
  • Contributed to a 31% increase in repeat bookings.
  • Collaborative Airport Sales Agent with experience working closely with airport operations teams to implement fast-track boarding, increasing onboarding speed by 17% and minimizing delays.
  • Airport Sales Agent with a track record of reducing gate change issues by 17% through clear and timely communication, resulting in fewer missed flights and improved traveler satisfaction.
  • Collaborative Airport Sales Agent.
  • To achieve positive outcomes, works to answer all questions from guests via phone or email.
  • In the procedure industry, an outgoing Reservation Agent was recognized for using up-selling techniques to maximize revenue.
  • Achieved results over a 6-month period.

Accomplishments

  • Processed passenger requests for special assistance, streamlining service through clear communication and coordination with ground teams, reducing wait times by 12 minutes.
  • Handled an increase of 16% in passenger volume during holiday seasons, while ensuring all flights departed on time without incident.
  • Played a role in enhancing ground team coordination, helping reduce gate turn times by 52% in high-traffic periods at Denver airport.
  • Increased sales of premium seating upgrades by 20% through targeted customer engagement initiatives during check-in.
  • Increased ancillary sales revenue by 10 per quarter through effective promotion of travel insurance, seat upgrades, and baggage fees.
  • Spearheaded a system upgrade for the ticketing software, resulting in a 83% faster booking process and improved customer throughput.
  • Trained 4 new hires in both operational and customer service procedures, helping to enhance team performance and reduce service errors by 67% in 2020.
  • Managed daily ticket sales with a revenue increase of $3 attributed to successful cross-selling of ancillary products such as baggage fees and lounge access.
  • Successfully cut passenger wait times by 18 minutes by introducing a streamlined boarding process for short-haul flights at Atlanta.
  • Achieved a 64% increase in passenger satisfaction by developing tailored guidance for first-time fliers on safety and boarding protocols.

Affiliations

  • Airport Ground Handling Alliance (AGHA)
  • Cargo Network Services Corporation (CNS)
  • Airlines for America (A4A)
  • Association for Computing Machinery
  • Global Passenger Experience Association (GPEXA)
  • International Association of Travel Agents (IATA)
  • Airports Council International (ACI)
  • International Council of Nurses
  • United Federation of Special Airline Services (UFSAS)
  • The Travel Institute (TTI)

Certifications

  • Customer Retention Specialist Certification (CRS) – Customer Service Institute, 2016
  • Aviation Service Excellence Certification – Vantage, 2023
  • CompTIA A+ Technician
  • Professional Sales Certification (PSC) – method, 2016
  • Certified Customer Experience Specialist (CCXP) – CXPA, 2021
  • Salesforce
  • First Aid/CPR Certified
  • Airport Operations Diploma – Ironclad Systems (2017)
  • Airport Passenger Handling and Ticketing Certification – Meridian, 2015
  • Passenger Service and Handling (PAX) Certification – Summit Group, 2016

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