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Skills

  • Team building
  • Complaint tracking and trend identification
  • Emergency response procedures
  • Friendly service mentality
  • Multi-tasking in high-pressure environments
  • Handling overbooked flights diplomatically
  • Adherence to safety and security standards
  • Operational improvement
  • Time management
  • Compliance with industry regulations

Work Experiences

  • Used Tableau to enter all of the necessary information into the hotel's database system.
  • Conducted frequent gate-area audits to ensure all boarding and pre-boarding procedures adhered to safety and security standards.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Answered 18 calls per 18 months to help customers with their questions and concerns.
  • Contributed to team projects aimed at implementing self-service kiosks, reducing wait times by 24% for busy airport branches.
  • Acted as liaison between flight operations team and ground control to manage timely boarding during adverse weather.
  • Assisted with check-ins, accurately processing 18 passengers per shift during peak travel periods using Jira.
  • Coordinated group hotel bookings for weddings and special events with the sales department.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Addressed overbooked flights.

Summaries

  • Achieved high levels of passenger satisfaction in 2017.
  • Hardworking and good at selling over the phone.
  • Collaborative team player.
  • Achieved resolution without escalation.
  • Airport Customer Service Agent adept at de-escalating conflicts and finding amicable solutions to complex customer issues, which reduced complaint escalations by 84% over two years.
  • To achieve positive outcomes, works to answer all questions from guests via phone or email.
  • Consistently recognized for reducing passenger wait times by 52% through the implementation of streamlined luggage handling procedures, leading to a stronger customer experience at Seattle.
  • Adept at managing passenger feedback and driving over 51% improvement in customer service processes and satisfaction through data-based adjustments and insights.
  • Achieved a 49% reduction in passenger wait times.
  • Recognized on a regular basis for outstanding performance and contributions to the Travel and Hospitality industry's success.

Accomplishments

  • Organized and controlled flow of passengers to minimize congestion during peak travel times, increasing operational throughput by 28%.
  • Resolved product issue through consumer testing.
  • Cross-trained 3 other employees in customer service tasks, increasing the department's flexibility and reducing staff shortages’ impact by 32%.
  • Conducted regular audits on all check-in and boarding procedures, ensuring over 8 passengers per shift adhered to Phoenix TSA and aviation safety laws.
  • Conducted gate-area inspections at intervals, ensuring compliance with category safety protocols, minimizing boarding delays by 57% during peak hours.
  • Led a team of 5 to exceed customer satisfaction targets, reducing wait times in high-traffic areas by 72% through resource reallocation.
  • Led customer service training sessions for 17 new hires, enhancing overall team proficiency and improving passenger satisfaction scores by 55% in 2015.
  • Executed comprehensive customer service programs tailored to VIP and frequent flyers, driving an increase in customer loyalty by 79%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Enhanced conflict resolution strategies during challenging situations, leading to a 71% decrease in escalated incidents and complaints at the customer service desk.

Affiliations

  • The National Business Aviation Association (NBAA)
  • Airline Passenger Experience Association (APEX)
  • Association of Information Technology Professionals
  • Project Management Institute
  • Airport Council International (ACI)
  • Safety Professionals and Supporters League
  • National Agents Alliance
  • Jaycees
  • Lions Club
  • International Association of Airport Executives (IAAE)

Certifications

  • Certified Passenger Service Agent (CPSA) - Vantage
  • Certified Travel Professional (CTP) Beacon Labs
  • Emergency Passenger Evacuation Protocols 2021 Certification
  • Certified Public Accountant
  • ServSafe
  • Airline Industry Introduction Professional from IATA
  • IATA Travel and Tourism Foundation Diploma
  • CompTIA Security+
  • Certified Airline Passenger Service Agent (CAPSA)
  • Cisco Certified Internetwork Expert (CCIE)

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