Aiza Mae Phillips
Charlotte,NC
Summary
Meticulous professional with versatile background as a Customer Service Supervisor and Tower coordinator dispatcher. Follows office workflow to increase performance levels, maintain files, and records and support teams with various administrative tasks. My objective is to drive operational excellence and maintain high standards of customer care, contributing to airline's reputation for quality service.
Overview
3
3
years of professional experience
Work History
Tower Coordinator Dispatcher
ABM Industry
Charlotte, NC
05.2024 - Current
- Managed day-to-day operations of the department including scheduling tasks and assigning duties.
- Communicate effectively with ground crew, operation staff, and management to ensure timely and accurate dispatching.
- Ensured optimal dispatch utilization by monitoring and tracking aircraft status.
- Relay critical information and updates regarding flight schedules, delays, and other operational changes.
- Successfully documented and organized all communication and dispatch activities in a clear and concise manner.
Customer Service Supervisor
Hallmark Aviation Services For Emirates Airlines
Jamaica, NY
10.2021 - 03.2024
- Supervised and guided a customer service team. Streamlined operations through effective scheduling and comprehensive training techniques.
- Cultivate a collaborative work culture promoting teamwork and boosting staff morale.
- Monitor daily operations including check-in counter, flight controlling and at the gate to ensure smooth and efficient service delivery.
- Coordinate with other departments, such as baggage handling and flight operations, to address and resolve service-related issues.
- Implement and maintain quality control procedures to ensure service standards are met.
Customer Service Agent
American Airlines
Jamaica, NY
04.2022 - 12.2022
- Resolved customer complaints quickly and efficiently.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Processed ticket sales, exchanges, and refunds accurately and efficiently using QIK.
Education
Tec-Vocational Senior High School - NCII's Cookery,Bread and Pastry,Food and Beverages
Bunawan Agricultural High School
Philippines04-2018
High School Diploma -
DJFYM High School
Philippines04-2015
Skills
- Team Building and Leadership
- Administrative Leadership
- Schedule Coordination
- Strategic Planning
- MS Office
- Work Prioritization
- Problem-Solving
- Decision-Making
- Time Management
- Team Development
- Complaint resolution
- New Hire Training
Accomplishments
- Promoted from Flight Controller to Customer Service Supervisor.
- Promoted from Gate lead to Flight Controller.
- Promoted from Customer Service Agent to Gate lead.
Timeline
Tower Coordinator Dispatcher
ABM Industry
05.2024 - Current
Customer Service Agent
American Airlines
04.2022 - 12.2022
Customer Service Supervisor
Hallmark Aviation Services For Emirates Airlines
10.2021 - 03.2024
Tec-Vocational Senior High School - NCII's Cookery,Bread and Pastry,Food and Beverages
Bunawan Agricultural High School
High School Diploma -
DJFYM High School
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