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Skills

  • Empathy-driven customer service
  • Recordkeeping strengths
  • Conflict resolution and mediation
  • CRM
  • Emergency Response and Crisis Management
  • Aviation security regulations compliance
  • Service standard compliance
  • Customer Relationship Management (CRM)
  • Sales expertise
  • Training development aptitude

Work Experiences

  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Taught new employees about the company's operations, policies, and services.
  • Used a POS system to itemize and total the purchases of 5 customers.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Increased the team's revenue by over $4 in sales.
  • Double-checked order data on a three years basis to ensure that transactions and shipping dates were correct.

Summaries

  • Dedicated to meeting and exceeding method objectives through effective communication and category abilities.
  • Offering 14 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Motivated to keep customers happy and contribute to the company's success.
  • Passenger Service Officer with 3 years of successful data analysis and cross-functional collaboration experience.
  • Under duress, personable and professional.
  • With extensive knowledge of project management and proven multitasking abilities, I am well-versed in project and time management.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Asana expert with 12 years of experience in related roles.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.

Accomplishments

  • Assisted 8 passengers per shift with ticketing issues, ensuring compliance with TSA regulations for domestic and international travel.
  • Created detailed reports for management on daily passenger incidents, resulting in the optimization of future operations.
  • Created and maintained comprehensive records of all passenger issues and escalations, leading to a 16% improvement in future case resolutions.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Assisted in the development of a new customer appreciation program that boosted returning passenger rates by 69%.
  • Balanced multiple responsibilities during peak travel seasons, including check-in assistance for 9 passengers per hour, driving a smooth operation.
  • Reduced processing errors in passenger data entry by 29% through rigorous verification systems.
  • Identified and assisted with passenger mobility needs, improving accessibility and reducing disruption by 75% during the boarding process.
  • Resolved product issue through consumer testing.
  • Organized daily scheduling for over 12 flights, mitigating potential delays and ensuring seamless flight operations.

Affiliations

  • Freemason
  • International Board for Certification of Aviation Personnel (IBCAP)
  • Airport Operations Planning and Control Association (AOPCA)
  • Society of Aerospace Airlines Management (SAAM)
  • National Aviation Safety Council (NASC)
  • Airports Council International (ACI)
  • Society of Human Resource Management
  • Airport Services Quality (ASQ) Program Member
  • Jaycees
  • The International Civil Aviation Organization (ICAO)

Certifications

  • Certified Passenger Service Specialist (CPSS) - standard
  • Cisco Certified Network Associate (CCNA)
  • Certified Airport Security Coordinator (CASC) - metric
  • Airline Baggage Handling and Procedures Certification - Cedar Works
  • Certified Business Analysis Professional (CBAP)
  • Aviation Security Professional Certification (ASPC) - Summit Group
  • Certified Ground Services Coordinator - metric
  • CompTIA A+ Technician
  • Certified Public Accountant
  • Fundamentals of Airport & Ground Operations Program - 2018 - metric

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