Organized and efficient International Service Manager focused on putting passengers at ease and creating a positive travel experience. Exceptional problem solving and conflict resolution skills. Coordinated international documentation and regulatory compliance, onboard and Duty Free Sales, flight deck and cabin crew issues.
Customer service specialist- Supervised In-flight Crew & Coordinated Cabin Service
Calm under pressure
Expert problem solver
Natural leader-International Service Manager of the Year
Energetic and enthusiastic
Active listening skills
Passion for travel- 2 Semesters on Semester at Sea
Trained in CRM
Trained in Xerox PSS III
Federal Aviation Administration (FAA) regulations
International Service Manager, 06/1973 to 11/2013 Continental/United Airlines – Houston, Texas
Promoted the safety, comfort and welfare of passengers by supervising cabin crew and coordinating the service. Liaison between cabin crew and flight deck. Liaison between crew and company.
Solicited customer feedback and resolved any problems through trouble shooting.
Reduced company costs through communication regarding waste.
Trained and coached new International Service Managers
Upsell products such as Duty Free Sales during flights, resulting in record in-flight sales.
Maintained a friendly, positive attitude when dealing with distressed passengers.
Legislative Aide/Committee Clerk, 01/1990 to 06/1992 Hawaii State Senate – Honolulu, Hawaii Assisted State Senator Dennis Nakasato who chaired the Tourism. Recreation and Transportation Committees. Liaison to the travel industry. Coordinated Federal, State and public documentation for committee hearings. Attended State Senate sessions to assist Senator Nakasato.
Commercial Real Estate, 06/2004 to 06/2006 Independent Contractor/ REMM-CHINA GROUP – Anaheim, California Accompanied the REMM-CHINA delegation to China several times to assist with their commercial real estate business. New Mexico Real Estate Broker.
Certificate in Jewelry/Metal Arts (currently fulfilling): Jewelry/Metal Arts, Santa Fe Community College -
Member of Phi Theta Kappa Honor Society
Bachelor of Science: Business, 1992 Hawaii Pacific University - Honolulu, Hawaii
Coursework in Business Administration and Management