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Skills

  • Weight/balance loading
  • Lost and found procedures
  • Brand management
  • Food and beverage services
  • Process improvement
  • Company policies
  • Maintenance reports
  • Operational improvement
  • Business operations
  • Reservation management

Work Experiences

  • Established
  • Worked with passengers and travel agents to resolve booking issues, correct fares, and clarify rules.
  • Invented
  • Hired and mentored all new employees, as well as demonstrating the most effective ways to serve clients and guests.
  • Enter relevant data into the Tableau system, such as customer reservations, payment sources, and contact information.
  • Engaged customers and used active listening and effective interpersonal skills to provide high levels of customer service to each individual.
  • Used proper salutations and telephone etiquette to answer department phone calls within 9 rings.
  • Checked, handled, assembled, and removed furnishings in the passenger cabin to ensure that all debris had been removed and that the areas had been thoroughly cleaned.
  • Processed payments for room, food and beverage, and phone charges for guests.
  • Directed passengers to the appropriate airport terminals.

Summaries

  • Optimistic and outgoing individual who enjoys meeting new people.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.
  • In the framework industry, an outgoing Reservation Agent was recognized for using up-selling techniques to maximize revenue.
  • Expert communicator dedicated to creating a positive, results-oriented team culture.
  • Tour guide who is passionate about creating unforgettable experiences.
  • Front desk agent who is well-organized and has excellent interpersonal and computer skills.
  • Well-versed in marketing and skilled at writing entertaining scripts.
  • Looking for a fast-paced job with a growing team.
  • The accommodating hotel concierge is proactive in assisting guests in selecting the best dining and entertainment options available in Columbus.
  • Looking for a job as a tour guide at a major city's art museum.

Accomplishments

  • Enhanced customer satisfaction metrics by 53% through focused resolution strategies and improved first-contact resolution rates.
  • Enhanced booking efficiency by integrating Power BI, cutting average ticketing time by 13 seconds and reducing customer wait times.
  • Won
  • Earned “Employee of the Month” at framework in program.
  • Recorded
  • Improved
  • Recommended
  • Drove user adoption of new self-service ticketing systems by 41% by creating a comprehensive multimedia onboarding experience.
  • Established
  • Implemented a new cleaning approach for guest bathrooms which ensured better overall cleanliness and decreased time spent in each room by more than 13%.

Affiliations

  • Rotary International
  • User Conference on Microsoft Excel Ticketing System - Presented strategies for error-free data management
  • Association for Computing Machinery
  • Certified Revenue Manager for Ticketing Systems (CRMS) - Completed certification focused on sales improvement and tracking 2019
  • Lions Club
  • Society of Women Engineers
  • Association for Supply Chain Management (APICS)
  • Toastmasters
  • Project Management Institute
  • National Passenger Service Association - Member since 2024; participated in conferences on customer issue resolution

Certifications

  • Apple Certified Associate (ACA)
  • Certified Business Analysis Professional (CBAP)
  • Customer Service Manager Certification by system
  • ServSafe
  • AED and CPR
  • Certified Protection Officer (CPO)
  • Level 1 IATA BSP Certification
  • Airline Customer Service Training by Meridian
  • CPR and AED
  • Certified Travel Associate (CTA) by The Travel Institute

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