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Skills

  • Multilingual communication skills (Mandarin)
  • Emergency response management
  • Travel bookings
  • Business operations
  • Leading team briefings and debriefings
  • Coordination with ground services and teams
  • Customer feedback analysis
  • Transportation information
  • Project organization
  • Cross-flight coordination

Work Experiences

  • Engaged customers and used active listening and effective interpersonal skills to provide high levels of customer service to each individual.
  • Saved $15 by putting in place cost-cutting measures that addressed long-standing issues.
  • Boosted productivity.
  • Achieved a 51% reduction in boarding delays.
  • Achieved 44% compliance with service-level agreements.
  • Collaborated with airport management.
  • Looked for industry trends on social media and through online sources.
  • Collaborated with airport management to improve the deployment of resources during peak seasons, leading to a 13% increase in staff productivity.
  • Achieved a 69% reduction in missed connections.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.

Summaries

  • Collaborative leader with extensive experience.
  • Aligned deplaning operations under tight scheduling constraints.
  • Recognized on a regular basis for outstanding performance and contributions to the Transportation industry's success.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Dedicated to learning, growing, and succeeding in Transportation.
  • Addressed weather delays.
  • Achieved reductions of wait times by 83%.
  • Lead Passenger Service Agent with 17 years of successful stakeholder engagement and project management experience.
  • Strengths in cross-functional collaboration and data analysis backed up by Transportation training.
  • Customer-focused Lead Passenger Service Agent known for top-level efficiency in terminal management, handling 4 delayed flights per day with minimal disruption.

Accomplishments

  • Handled VIP and high-profile passenger logistics for 2 elite passengers, consistently exceeding client expectations and maintaining a 61% satisfaction rate.
  • Spearheaded operational improvements that led to a 34% increase in on-time flight departures and contributed to Top Performer in 2023.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Streamlined gate change communications by implementing a new internal messaging system, which resulted in a 27% reduction in missed gate announcements.
  • Collaborated with team of 6 in the development of process.
  • Recognized for exemplary customer service efforts, winning Innovation Award in 2024 for consistently high passenger satisfaction ratings.
  • Implemented a new technology-driven boarding procedure, resulting in a smoother boarding process and a time savings of 14 minutes per flight.
  • Trained new hires in airline protocols and safety procedures, improving the onboarding efficiency by 70% and reducing training time by 8 weeks.
  • Led a cross-functional team in operational audits, identifying 40% of inefficiencies, and executing process improvements that garnered President's Club in 2020.
  • Developed and delivered customer service training sessions for 18 agents, positively impacting customer satisfaction scores by 47% at Austin.

Affiliations

  • Society of Human Resource Management
  • Certified, Passenger Conflict De-escalation Techniques 2021
  • Volunteer, Aviation Special Assistance Program for Passengers with Disabilities 2019
  • Member, Global Aviation Security Professionals Association initiative
  • Lions Club
  • Speaker, Enhancing Passenger Experiences at metric 2016
  • National Association of Social Workers
  • Association of Information Technology Professionals
  • Project Management Institute
  • Jaycees

Certifications

  • Conflict Resolution Certification procedure
  • Certified International Travel Agent Specialist - Phoenix
  • Certified Public Accountant (CPA)
  • Apple Certified Associate (ACA)
  • Microsoft Certified Systems Engineer (MCSE)
  • PRM (Persons with Reduced Mobility) Handling Certification
  • Project Management Professional (PMP)
  • Emergency Management for Airport Professionals - Beacon Labs
  • Airport Ground Support Safety Training - Atlanta
  • Airport Emergency Response Certification - Boston

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