Award-winning leader seeking a challenging customer service position with a leading airline.

  Managed a team that was honored with an Airport Service Outstanding Award in 2014 and again in 2016.

  Experience leading a team of up to 35 customer service agents from check-in at the gate to the lounge area.

  Consistently met the expectations of passengers, including proactively identifying and resolving problems.

  Outstanding listening, verbal communication and interpersonal skills.

  Solid time management, attention to detail and organizational skills, including prioritizing tasks.

  Proficient with Microsoft Office and Altea Amadeus Customer Management and Reservation systems.

Worldwide Flight Services Xxxxxx, HI 1989-Present

Manager of Passenger Services, China Airlines, and previously, Continental Airlines (1998-Present)

  Lead a team of up to 35 agents, including training colleagues on best practices of operations, for this contract service company that provides as cargo, ramp and passenger services to airlines.

  Support the China Airlines account since 2005, with nine flights each week; previously, led a team of 100 agents while supporting Continental Airlines with 36 weekly flights.

  Ensure passenger services are provided to client expectations, from check-in at the gate to lounge, international customs and immigrations handling, and baggage lost and found services.

  Build and maintain positive communications with customers and co-workers in a fast-paced environment.

  Schedule employees for shifts and assist with monthly billing procedures to meet budget and resources needs.

  Complete monthly reports in a timely, accurate and efficient manner. 

  Ensure compliance with company standards and contractual agreements, as well as all state and Federal regulations, including FAA, TSA and OSHA.

Achievements:

  Led a team that was honored with an Airport Service Outstanding Award in 2014 and again in 2016.

Supervisor of Passenger Services, Continental Airlines, and previously, Philippine Airlines (1990-1998)

  Managed nearly 100 agents for Continental Airlines starting in 1995; previously led 35 agents for Philippine Airlines with 14 weekly flights. 

  Met or exceeded performance expectations while supervising, coordinating and controlling airport passenger service functions, including the quality and quantity of work performance.

  Trained and coach employees to ensure customer satisfaction, safety and security standards were achieved.

  Assisted colleagues with line cargo, cabin services, ground equipment, facilities maintenance and fueling.

Passenger Service Agent and Station Trainer, Philippine Airlines (1989-1990)

  Performed training of employees in San Francisco, CA and Xxxxxx, HI.

  Excelled while supporting passengers in the departure lounges or at the boarding gate.

  Assisted passengers holding reservations, standbys and with their luggage, including for lost articles.

  Processed claims for damaged or lost baggage and personal articles.