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Skills

  • Professional telephone demeanor
  • Retail materials management
  • CRM
  • Customer service orientation
  • Receiving support
  • Frequent flyer program knowledge
  • Duty-free product sales achievement
  • Emergency response training facilitation
  • International sales support
  • Hands-on experience with framework

Work Experiences

  • Increased the team's revenue by over $12 in sales.
  • Customer service training processes were implemented and developed by me.
  • Created and maintained a detailed database to develop promotional sales.
  • Averaged 13 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Welcomed, greeted, and assisted customers, generating $17 in three years revenue in a high-traffic store.
  • Provided clients with basic technical support for a variety of standard company products.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Provided ongoing guest service, which included Power BI recommendations.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.
  • Adobe Creative Suite expert with experience in strategic planning services.
  • Passenger Service Representative is a service-oriented Passenger Service Representative with unrivaled customer service, task prioritization, and time management skills.
  • Committed to providing world-class customer service while remaining professional.
  • Fluent in Portuguese. Personable and professional communicator.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Costs were consistently reduced while profits were increased.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.

Accomplishments

  • Ensured compliance with TSA regulations by facilitating training sessions on restricted item policies, reducing prohibited item incidents by 18 per week.
  • Implemented new loss-mitigation protocols that successfully reduced lost baggage incidents by 54%.
  • Coordinated between passengers and on-ground staff to ensure seamless handling of overbooked flights, resulting in procedure in missed connections.
  • Documented and resolved process which led to procedure.
  • Awarded Innovation Award in 2020 for excellence in service and dedication to improving airport passenger handling processes.
  • Managed last-minute seating reallocations with a 40% improvement in passenger satisfaction related to seating adjustments on overbooked flights.
  • Utilized airline reservation systems, including ServiceNow, to quickly modify passenger bookings during flight disruptions, contributing to a Salesforce performance award in 2016.
  • Assisted passengers with mobile check-ins, increasing self-service check-in rates by 39% and reducing wait times at physical kiosks.
  • Led efforts in minimizing boarding delays through optimized gate assignments, resulting in quarterly performance increases of 42% on-time departures.
  • De-escalated high-pressure situations with irate passengers due to travel delays, maintaining a 41% retention rate and contributing to higher overall passenger satisfaction scores.

Affiliations

  • International Institute of Air & Space Law
  • Airports and Ground Handling Certificate Program
  • Ground Handling International (GHI)
  • International Council of Nurses
  • Jaycees
  • National Business Aviation Association (NBAA)
  • Certified Airport Ground Support Equipment Specialist
  • Certified Bilingual Passenger Services Specialist
  • International Federation of Airline Dispatchers' Associations (IFALDA)
  • National Aviation Association (NAA)

Certifications

  • Recognized Lost & Found Professional Certification (RLFP)
  • Customer Service Excellence Certification (CSE) by Summit Group
  • Apple Certified Associate (ACA)
  • Effective Airport Communication Skills Certification
  • Certified Queue Management Professional (CQMP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Aviation Security Awareness Training (In compliance with program Civil Aviation Authority)
  • CompTIA Network+
  • ICAO Annex 17 Aviation Security Training
  • ServSafe

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