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Skills

Supervision
Empathy and compassion in service
Emotional support
Business operations
Assistive device handling and maintenance
Customer satisfaction improvement
Stress management
New team member training and mentoring
First Aid/CPR
Incident reporting and resolution

Work Experiences

Addressed physical needs of passengers using wheelchairs.
Assisted passengers through complex procedures.
Collaborated with on-site medical personnel to assist passengers with medical emergencies, ensuring their prompt and safe transport for further care.
Assisted up to 8 passengers per day.
Advocated for improved infrastructure.
Collaborated with framework customers to determine their needs and deliver program service.
Pushed for operational changes that resulted in cost savings and higher profit margins.
Assisted non-verbal or cognitive-challenged passengers with patience and compassion, working with caregivers to meet their unique needs.
Cleaned wheelchairs between uses.
Looked for industry trends on social media and through online sources.

Summaries

Adapted to last-minute changes.
Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
Award-winning Wheelchair Attendant.
Clear understanding of budget management and strategic planning as well as performance reporting training.
Achieved over 15 years of service.
Wheelchair Attendant with 15 years of successful budget management and quality assurance experience.
Achieved 43% positive feedback from customers.
Certified in airport safety protocols.
Strengths in workflow optimization and performance reporting backed up by Miscellaneous training.
Collaborative team player with a history of working alongside airline and security teams to ensure smooth, hassle-free transfers for wheelchair-bound passengers.

Accomplishments

Safely transported passengers through airport congestion, meeting tight schedules during framework or high-traffic travel times without incident.
Communicated critical flight and boarding information to passengers with disabilities, helping improve their understanding and comfort during delays or flight changes.
Collaborated with airport and airline staff to prioritize passengers with special needs, reducing wait times by 44% and enhancing overall efficiency.
Resolved product issue through consumer testing.
Resolved conflicts between passengers and airline personnel by using de-escalation techniques, improving customer satisfaction scores by 52%.
Recognized for outstanding customer service by receiving a Innovation Award for providing exemplary assistance to passengers needing additional care.
Proactively identified and reported potential safety hazards encountered during wheelchair transport, contributing to a 30% reduction in incidents.
Generated real-time reports on the performance of the wheelchair assistance team, helping management identify areas for operational improvement.
Followed strict safety protocols and lifting techniques while assisting passengers, reducing the risk of injury for both staff and travelers.
Played an instrumental role in adapting wheelchair services to new health guidelines during 2023, ensuring the safety of both passengers and staff.

Affiliations

Freemason
National Association of Social Workers
Disabled Passenger Transportation Advocacy Group
Assistive Technology Industry Association (ATIA)
Healthcare Transport Accreditation Certification
Association for World-Class Customer Service Professionals
Disability:IN - Transportation and Accessibility Sector
Society of Women Engineers
Airport Customer Service Professionals Network
Toastmasters

Certifications

Certified Disability Standards Specialist Beacon Labs 2022
SHRM Certified Professional (SHRM-CP)
Apple Certified Associate (ACA)
Certified Culturally Responsive Assistance Professional Brightline 2015
Certified Transportation Professional system 2023
Salesforce
First Aid, CPR, and AED Certification process 2022
Certified Mobility Assistance Provider program 2018
Google Certified Professional Cloud Architect
Certified Special Needs Travel Agent Beacon Labs 2020

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