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Skills

  • On-time departure management
  • Luggage tracking system usage
  • Customer complaint resolution
  • Initiative equipment
  • Cross-functional team collaboration
  • Travel bookings
  • Compliance with industry regulations
  • Emergency response procedures
  • Handling overbooked flights diplomatically
  • Communications

Work Experiences

  • Collaborated with framework customers to determine their needs and deliver process service.
  • Engaged customers and used active listening and effective interpersonal skills to provide high levels of customer service to each individual.
  • Oversaw the delivery of method project by category team, which resulted in method.
  • Coordinated group hotel bookings for weddings and special events with the sales department.
  • Achieved high passenger satisfaction rates.
  • Boosted category's reach.
  • Assisted passengers with documentation.
  • Acted as liaison between flight operations team and ground control to manage timely boarding during adverse weather.
  • Transported Microsoft Excel to two years customer locations.
  • Conducted frequent gate-area audits to ensure all boarding and pre-boarding procedures adhered to safety and security standards.

Summaries

  • Balanced high passenger volumes.
  • Collaborated with flight crews for safe passenger boarding.
  • Recognized on a regular basis for outstanding performance and contributions to the Travel and Hospitality industry's success.
  • Customer-focused Reservation Agent with 14 years of Travel and Hospitality experience.
  • Hardworking and good at selling over the phone.
  • Balanced check-in, boarding, and customer-facing responsibilities.
  • Offering 7 years of Travel and Hospitality experience.
  • Dedicated to learning, growing, and succeeding in Travel and Hospitality.
  • Adept at managing passenger feedback.
  • Committed to fostering an excellent airport customer service environment.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Conducted regular audits on all check-in and boarding procedures, ensuring over 8 passengers per shift adhered to Phoenix TSA and aviation safety laws.
  • Developed a mentorship program for new hires, allowing the team to meet the quarterly performance targets consistently by 83% over 2017.
  • Facilitated the processing of travel documents for 11 international passengers daily, significantly cutting down on security bottlenecks.
  • Trained and coached new team members on customer service practices and FAA regulations, increasing team performance efficiency by 18%.
  • Collaborated with airport operations team to streamline self-check-in processes at Columbus, reducing passenger wait times by 19% during holiday seasons.
  • Collaborated with team of 3 in the development of process.
  • Achieved Employee of the Year for excellence in customer service by resolving 6 escalated passenger complaints in under several months, improving customer retention by 23%.
  • Managed customer feedback program and analyzed data to identify improvement opportunities, raising passenger satisfaction by 66% over 18 months.
  • Resolved customer service escalations through effective conflict resolution techniques, achieving a 24% reduction in negative feedback over 10 months.

Affiliations

  • TripAdvisor Reviewer Member
  • Crisis Management and Emergency Response Association
  • International Association of Airport Executives (IAAE)
  • American Society for Quality (ASQ)
  • International Customer Service Association (ICSA)
  • Global Business Travel Association (GBTA)
  • Safety Professionals and Supporters League
  • International SOS Membership
  • Airline Passenger Experience Association (APEX)
  • International Association of Administrative Professionals

Certifications

  • Airline Customer Service Specialist Certification Ironclad Systems
  • Project Management Professional (PMP)
  • Safety Management Systems (SMS) for Airline Industry Professionals Vantage
  • Emergency Passenger Evacuation Protocols 2021 Certification
  • Microsoft Certified Systems Engineer (MCSE)
  • Salesforce
  • Airline Customer Agent Training by Ironclad Systems
  • ACI Airport Customer Experience Specialist Certification
  • ServSafe
  • Certified Public Accountant (CPA)

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