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Skills

  • Process improvement
  • Team Leadership
  • 3PL knowledge
  • Fluent in Portuguese
  • Shipment consolidations planning
  • Employee training
  • Inventory control procedures
  • Travel bookings
  • Passenger assistance
  • Over-the-road transportation

Work Experiences

  • Material flow, storage, and global order fulfillment were all under my supervision.
  • Achieved a 35% reduction in missed flight connections.
  • Achieved a 84% reduction in gate-related technical delays.
  • Achieved a 17% reduction in boarding incidents.
  • Coordinated group hotel bookings for weddings and special events with the sales department.
  • Tagged baggage and directed it to the proper loading and screening location.
  • Achieved 4 zero violations.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout the booking cycle.
  • Achieved high customer satisfaction targets.
  • Kept track of how much time I spent on each assignment each day for productivity reporting.

Summaries

  • Ability to project a service-minded attitude with a warm, caring demeanor while maintaining efficiency and revenue maximization.
  • Ticketing, ramp, and gate procedures are all things I'm familiar with.
  • Stakeholder engagement and project management are two specialties.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Strengths in workflow optimization and stakeholder engagement backed up by Transportation training.
  • Collaborative and friendly, with a reputation for going above and beyond to ensure customer satisfaction.
  • Passenger Service Agent is a highly motivated individual who excels at customs compliance, inventory control, customer service, and transportation logistics.
  • Knowledgable in a variety of design and testing methodologies.
  • Dynamic communicator who consistently outperforms company goals and expectations.
  • Passenger Service Agent with 2 years of successful process improvement and risk assessment experience.

Accomplishments

  • Resolved product issue through consumer testing.
  • Exceeded sales targets by 76% through promotional initiatives for ancillary services such as extra baggage, WiFi, and in-flight meal upgrades.
  • Achieved a 64% decrease in self-check-in kiosk errors by troubleshooting common passenger issues and optimizing the user interface.
  • Recommended software upgrades to internal processes that reduced passenger check-in time in high-traffic locations by 13 minutes per interaction.
  • Upsold 30% of passengers to premium services, including priority boarding, resulting in an additional $4 in monthly revenue.
  • Collaborated with ground handling crew and airline operations to streamline baggage handoff, reducing instance of late check-in baggage by 27%.
  • Assisted over 11 passengers during a initiative event, ensuring clear communication and timely rebooking for 46% improved customer satisfaction scores.
  • Oversaw operations for an on-site distribution center processing approximately 16 shipments per day.
  • Minimized delays by proactively navigating unforeseen situations such as weather disruptions, leading to a 58% improvement in on-time flight departure rates.
  • Leveraged cultural sensitivity skills to assist non-English speaking passengers, reducing communication barriers and enhancing overall travel experience within a diverse passenger base.

Affiliations

  • International Association of Baggage System Companies (IABSC)
  • Online Flight Attendants Association (OFAA)
  • Association for Supply Chain Management (APICS)
  • Customer Service Professionals Network (CSPN)
  • Jaycees
  • Project Management Institute
  • American Medical Informatics Association
  • International Ground Services Council (IGSC)
  • Society of Transportation and Logistics (STL)
  • Customer Experience Professionals Association (CXPA)

Certifications

  • IATA Aviation Security Awareness Certificate
  • Certificate in Crisis Management for Airport and Airline Personnel
  • SHRM Certified Professional (SHRM-CP)
  • Certified Passenger Service Coordinator (CPSC)
  • Airline Cabin Crew Safety and Emergency Procedure Certification
  • Certified Safety Professional (CSP) in aviation safety regulations
  • IATA Digital Transformation in Aviation Program Certification
  • Certified Protection Officer (CPO)
  • IATA Aviation Cybersecurity Fundamentals Certificate
  • Certified Airline Passenger Services Professional (CAPSP)

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