Seasoned airline customer service representative offering 12 years in customer service and a strong aptitude for working with little supervision in dynamic situations, fast paced, ever changing environment. Competent in listening to guests' diverse needs, meeting quality standards, problem solving and staying current with all company and industry standards, requirements and incentives. Highly focused, able to multitask with attention to detail and a supportive team player.
Skills
Customer service and attention to detail
Operational procedures
Project planning, organization and presentation
Multitask in dynamic environment
Conflict and problem resolution
Enthusiastic adaptive team player
Courteous demeanor
Special needs clients
Education and Training
University of Houston - Clear LakeHouston, Texas, Expected in 09/2019 – –Continuing Education:Spanish - GPA:
College of MainlandDickinson, Texas, Expected in 01/2020 – –Continuing Education:Spanish - GPA:
Manitoba Tourism Education CouncilWinnipeg, Manitoba, Canada, Expected in 06/2001 – –Community College:Tourism Industry Sectors - GPA:
Certifications
First Aid/CPR
Airline Specific Dangerous Goods
Restricted Area Aeronautical Operator License
SabreSonic Completion Certificate
Experience
Southwest Airlines - By Choice Columbus, OH, 06/2013 - 06/2020
My husband and I decided that I would become a housewife when I moved and immigrated into America in 2013 due to the fact that my Husband worked out of the country and had extensive travel obligations in the oil and gas industry.
Traveled from my home in Texas about every six to eight weeks.
After an extended period off of work; I'm anxious and excited to rejoin the workforce and be part of a team again.
Annual performance reviews met or exceeded customer service company standards; along with airport ticket sales, baggage, change/cancellation fee incentives set forth. Delivered efficient, friendly and knowledgeable customer service for routine checkin, questions and service inquiries or complaints.
Performed daily guest flight checkin, arrival and departure of multiple aircrafts daily, preparation of pilot flight plans and weather, flight attendant manifests, international flight paperwork; including required associated country documents, verified passenger identity cards and visas.
Technically strong using Open Skies and Sabre operating systems. Provided on site one on one systems training in a live environment to new agents returning from Headquarters ( Calgary, Alberta, Canada ) six week initial training program.
Regularly managed day to day irregular operations ( ie - acclimate weather, air traffic control ground stop, miscellaneous delays, mechanical maintenance cancellation, crew rest, etc. ) Including mass flight itinerary moves, food and taxi vouchers, high volume baggage irregularities and hotel / car rental procurement or purchase alternate airline, bus or ferry tickets with company credit card.
Chosen candidate to cover two maternity leave absences for the Emergency Response Coordinator and Trainer position. ( 2 one year temporary positions ) Completed light media training, grief seminar, sensitivity awareness an CPR. Updated manuals, managed paper and online company training records, held training classes and games, emergency response tabletops. Also participated in multiple full scale mock exercises with WestJet as the host airline in conjunction with the Winnipeg Airport Authority, Police, Fire, ambulance, Canadian Military, Red Cross and Transport Canada. One held live out in the airport field and one in the airports Emergency Operations Center. Occasionally encountering unruly guests coming off aircraft or in airport and consulting with or needing local airport police.
As a Special Assistant Team member and Caregiver I met scheduled and unscheduled arriving medical emergencies from the airplane as the airline representative with police, ambulance and airport authority . Documented all aspects and diverse needs of the situations, went to hospital with WestJet guest, contacted family members and provided long distance phone calls on company calling card, changed flight itinerary to met guests needs or sometimes fly family member into city to be in hospital with guest. Provide hotel, food and transportation from hospital.
Provided pilot air to ground support to multiple airplanes on the ground simultaneously. Verified weight and balance of male/female/child breakdown per flight. Managed baggage and cargo weight disbursement in pits of airplane. Ordered fuel and lavatory delivery to airplane position. Confirmed catering needs and delivery. Promptly input multiple weight data calculations and points of time to company flight monitoring system - flight speed.
Lifetouch Photography - Photo Technician City, STATE, 12/1996 - 11/1999
Retouched photographs in the art department to clarify specific image areas to meet customer needs and preferences.
Printed and packaged and performed quality control on photography packages.
Processed both photos and negatives for large organization
Successful in meeting adeptness use of time productivity daily, weekly, monthly goals.
Demonstrated ability to work alone with little or no supervision in printing dark room on high performance kodak machinery.
Assistant wedding photographer for Bill Harris Photography.
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