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Skills

  • Customer Satisfaction Enhancement
  • Team Leadership
  • Team management
  • Travel reservations
  • Vendor relationship management
  • Conflict resolution
  • Process improvement
  • Employee Scheduling for Peak Efficiency
  • Security systems
  • Customer Feedback Process Implementation

Work Experiences

  • Provided excellent service and attention when dealing with customers face-to-face or over the phone.
  • Contributed to a 43% increase in customer wayfinding satisfaction.
  • Achieved results over one year.
  • Collaborated with external logistics teams to ensure timely delivery of goods and services, reducing supply chain disruptions by 25%.
  • Analyzed active passenger flow.
  • Collaborated with marketing team on station announcements and promotions, delivering a 50% increase in passenger traffic during off-peak hours.
  • Achieved results in 2021.
  • Achieved zero downtime during peak hours in Raleigh.
  • Assisted in the creation of process procedures.
  • Collaborated with regional teams to streamline operational procedures, enhancing cross-station communication and reducing miscommunication incidents by 65%.

Summaries

  • Ability to recognize category issues and integrate program solutions to achieve system.
  • Hardworking Reservation Agent with 16 years of experience in the Travel and Hospitality providing excellent service.
  • Lead Station Agent and team leader with 6 years of experience in initiative settings.
  • Process improvement Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • Expert in system with a strong aptitude for spearheaded and streamlined.
  • Multitasker and team player with exceptional Tableau skills.
  • Mandarin is a bilingual reservation agent with advanced fluency.
  • Achieved seamless results.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Achieved a 40% improvement in passenger interaction quality.

Accomplishments

  • Monitored and managed daily labor expenses, optimizing work schedules to reduce overtime costs by 76%.
  • Implemented a preventive maintenance process that decreased equipment downtime by 53%, ensuring smoother operations.
  • Orchestrated process improvements for delays and cancellations, reducing passenger compensation claims by 36%.
  • Led a cross-functional team to streamline boarding procedures, reducing boarding delays by 81% across 18 stations.
  • Orchestrated the deployment of safety drills for all station personnel, reducing incident response times by 8 minutes.
  • Negotiated and formalized vendor agreements that delivered 21% increased value while reducing costs in operations.
  • Managed daily station operations with a focus on cost control, resulting in a 68% reduction in monthly operating costs.
  • Facilitated 18 employee cross-training sessions, contributing to improved station flexibility and emergency preparedness.
  • Devised and implemented real-time station operation dashboards providing 59% more visibility into key station performance indicators for management.
  • Created customized training materials that enabled the promotion of 17 junior team members into senior roles within one year.

Affiliations

  • Certified in Cross-functional Team Leadership by category, specializing in large-scale transport projects and efficiency initiatives.
  • Certified in Urban Transportation Systems Planning by Vantage, promoting effective station layout for maximum efficiency.
  • Participated in the International Customer Service Association (ICSA) training sessions aligning ticketing systems with customer experience goals.
  • Affiliated with the Institute of Transportation Engineers (ITE), attending workshops on operational efficiency and incident reporting.
  • Affiliated with the ASME Rail Transportation Division (RTD) for ongoing education in transit management and operational safety.
  • Certification from the American Society for Quality (ASQ) in Quality Control, applying continuous improvement principles to station management.
  • Associated with the Passenger Terminal Conference and Expo since 2015, discussing leadership strategies for high-traffic transportation hubs.
  • Participant in the Annual Transit Operations Conference, focusing on risk management, logistical coordination, and continuous improvement.
  • Certified in Lean Six Sigma Green Belt by the Council for Six Sigma Certification, used in performance improvement initiatives.
  • Active participant in the National Association of Railroad Passengers (NARP), working on accessibility issues and rider satisfaction programs.

Certifications

  • CompTIA A+ Technician
  • Certified Revenue Management Specialist (RMS) - 2022
  • Leadership in Energy and Environmental Design (LEED) Accredited Professional - 2021, Vantage
  • Certified Vendor Contract Negotiator (CVCN) by Beacon Labs
  • Incident Management & Response Specialist (IMRS) - Harbor & Co.
  • Apple Certified Associate (ACA)
  • International Air Transport Association (IATA) Customer Service Fundamentals Certification
  • Certified Passenger Service Agent (CPSA) - Meridian
  • First Aid/CPR
  • Certified in Transportation Automation Solutions - 2019, Ironclad Systems

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