Collaborative leader with over ten years of airline experience, committed to an exceptional level of customer service.
Experienced complex problem solver with a high degree of emotional intelligence, communication and conflict
Acting Supervisor, 10/2010 to Current San Francisco, CA
Maintain current certification as a Ground Security Coordinator (GSC) and Compliant Resolution Official (CRO) Conduct crewmember briefings and debriefings, reporting any information and/or issues to full leadership team Evaluate daily manpower needs and assign teams to ensure maximum coverage for operation.
Plan and coordinate crewmember shift schedules and work assignments during operational disruptions Full active management of the operation and customer experience during operational disruptions Identify operational improvements and collaborate with full leadership team for communication and implementation Conducts recordkeeping audits and reviews reports to ensure Airports Crewmembers and Business Partners have accurate and compliant training records Delivers training locally at the Airport and ensures the results are submitted to JetBlue University for accurate record keeping Participate in conference calls and training sessions in order to obtain and disseminate information on the latest training initiatives and changes to Airports policies and procedures Complete related administrative duties in preparation for the delivery of new hire on the job training sessions including competency checks, local airport safety and security procedures Establishes a relationship with our Business Partners and verifies compliance with their training records.
Leader and technical support for crew members Provides exceptional customer service Assists Customers with special needs Ensures and maintains a safe environment and operation.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Provided customer service and utilized sales experience to book, confirm, and treat clients in a medical spa Maintained a current Esthetician License and laser training certificate by meeting all continuing education requirements Pursed optional education courses in the field of esthetics.
Owned and operated a retail store front, managing all staff, training, retail ordering, and inventory management.
Account management and customer service for 300+ accounts.
Active member of the Pflugerville Chamber of Commerce.
Reviewed operational records and reports to project sales and determine profitability.
Outside Sales Account Executive, 09/2002 to 02/2003 Austin, TX
Top sales executive, 01/2003
Customer care and account management for new and existing accounts Prospected and conducted face-to-face sales calls with business executives and directors throughout assigned territory Met existing customers to review current services and expand sales opportunities.
Customer Service Supervisor, 01/1998 to 05/2002 United Airlines – San Francisco, CA
Two promotions in two years in Customer Service Department Direct supervisor to 30+ Customer Service Representatives Experience supervising union personnel, including understanding and upholding collective bargaining agreements Provided conflict resolution for internal and external customers Performed all customer service related functions at the ticket and gate areas of the operation.
Facilitated inter-departmental communication to provide customer support and achieve company objectives, such as on-time departure goals Investigated and resolved customer inquiries and complaints in an empathetic manner.