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Skills

  • Process implementation
  • Clerical support
  • Hotel accomodations
  • Relationship development
  • MS Office
  • Risk management processes and analysis
  • Dinner service planning
  • Data entry
  • Supervision
  • Public speaking

Work Experiences

  • Adhered to FAA regulations.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Was in charge of creating customer invoices, accepting payments, and handling refund and cancellation requests.
  • Actively participated in daily gate briefings to ensure smooth transitions and operational alignment between flights, cutting boarding miscommunications by 61%.
  • Had an excellent attendance record and was always on time for work.
  • Achieved full gate coverage during an unexpected process.
  • Oversaw the delivery of program project by system team, which resulted in method.
  • Implemented marketing strategies that resulted in a 12% increase in the number of customers.
  • Addressed delays and overbookings.
  • Started two key partnerships that resulted in a 54% increase in revenue.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Exceptional at informing incoming guests about facility amenities and providing recommendations for entertainment and dining options.
  • Gate Agent with 9 years of successful vendor management and workflow optimization experience.
  • Acted as a key liaison between gate, baggage, and security teams.
  • Customer-focused Reservation Agent with 12 years of Miscellaneous experience.
  • Avoided flight delays.
  • Hardworking and good at selling over the phone.
  • Builds strong rapport with frequent flyers by offering personalized service, contributing to increased loyalty program enrollments and repeat travelers.
  • To achieve positive outcomes, works to answer all questions from guests via phone or email.
  • Adhered to airline policies.

Accomplishments

  • Documentation: Wrote and edited documents to keep staff informed on policies and procedures.
  • Guided
  • Handled overbooked flights by finding alternative solutions for 8 passengers, maintaining customer satisfaction above 24%.
  • Documented
  • Recorded
  • Advised
  • Consulted
  • Ensured
  • Collaborated with ground crew and flight attendants to ensure on-time departure of flights, improving punctuality by 40%.
  • Process Improvement: Created new departmental procedures manual. Assessed organizational training needs.

Affiliations

  • Passenger Processing Solutions Summit (PPS) - Attendee
  • National Business Aviation Association (NBAA)
  • American Society of Safety Professionals
  • National Association of Social Workers
  • Airline Agents of America (AAA)
  • Airline Customer Service Professionals Network (ACSPN)
  • Ramp and Gate Procedural Certification – system
  • Toastmasters
  • Transportation Security Administration (TSA) Training Programs
  • Emergency Response Preparedness Workshops – standard

Certifications

  • Certified Travel Counsellor (CTC)
  • Project Management Professional (PMP)
  • Transportation Security Administration (TSA) Security Awareness Training
  • CompTIA Network+
  • SHRM Certified Professional (SHRM-CP)
  • Lost and Found Management Certificate
  • IATA Leadership and Supervisory Skills for Airline Professionals
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Airline Disaster Preparedness Certification
  • ADA Passenger Service Certification

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