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Skills

  • Student and parent relations
  • Empathy and compassion in service
  • Process improvement
  • Budgets
  • Emotional support
  • Customer satisfaction improvement
  • Stress management
  • Maintaining a welcoming atmosphere
  • Incident reporting and resolution
  • Gate coordination for last-minute changes

Work Experiences

  • Saved $5 by putting in place cost-cutting measures that addressed long-standing issues.
  • Collaborated with airline staff and security personnel to facilitate seamless passenger transfers while adhering to TSA guidelines.
  • Acted as the first point of contact for wheelchair-bound passengers, providing friendly assistance and making them feel comfortable.
  • Achieved a 50% positive feedback score.
  • Acted as the first point of contact for wheelchair-bound passengers.
  • Assisted passengers in navigating a large airport.
  • Assisted passengers with retrieving personal belongings from overhead compartments, ensuring safe access while reducing risk of injury.
  • Answered questions to reduce anxiety.
  • Assisted in managing lost and found items.
  • Consistently met tight deadlines.

Summaries

  • Collaborative team player.
  • Adapted to last-minute changes.
  • Alleviated travel anxiety for those with limited mobility.
  • Committed to maintaining high standards for passenger safety.
  • Achieved a 80% increase in positive feedback.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Consistently exceeded service expectations.
  • Consistently met demands and resolved issues.
  • Clear understanding of budget management and strategic planning as well as performance reporting training.
  • Accomplished in time management under pressure, skilled at safely assisting passengers during peak hours and successfully handling tight boarding schedules.

Accomplishments

  • Trained and mentored 14 new employees, covering topics like safety protocols, customer service, and conflict de-escalation techniques.
  • Utilized de-escalation techniques to resolve disputes between passengers and staff, ultimately enhancing the airport’s customer service ratings by 39%.
  • Maintained proper sanitation of all wheelchair assistance equipment in compliance with standard, ensuring 80% reduction in cross-contamination risks.
  • Implemented a quality control system for wheelchair assistance services, which resulted in a 30% improvement in passenger satisfaction.
  • Managed wheelchair and mobility aid inventory, ensuring all equipment was properly sanitized and maintained, contributing to 49% increase in overall efficiency.
  • Generated real-time reports on the performance of the wheelchair assistance team, helping management identify areas for operational improvement.
  • Collaborated with team of 7 in the development of program.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Communicated critical flight and boarding information to passengers with disabilities, helping improve their understanding and comfort during delays or flight changes.
  • Effectively communicated with passengers and airline staff to address 10 unique travel needs, ensuring a seamless travel experience.

Affiliations

  • National Association of Social Workers
  • Elder Transport and Caregiving Advocacy Group
  • American Red Cross Volunteer Certification
  • Association for Computing Machinery
  • American Marketing Association
  • Rotary International
  • National Passenger Assistance Association
  • National Alliance on Mental Illness (NAMI) - Collaborative Branch
  • Freemason
  • Lions Club

Certifications

  • Certified Mobility Assistance Provider program 2018
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Wheelchair Accessible Transport Certification category 2019
  • Microsoft Certified Systems Engineer (MCSE)
  • Disability Awareness & Compliance Training Brightline 2015
  • Certified Business Analysis Professional (CBAP)
  • Effective Communication with Cognitive-Challenged Individuals Harbor & Co. 2024
  • Cisco Certified Network Associate (CCNA)
  • Certified in Airport Operations and Passenger Assistance framework 2021
  • Certified Public Accountant

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