Aiza Mae Phillips
Charlotte,NC
Summary
Experienced aviation professional with a strong background in customer service supervision, flight operations, and coordination. Former Customer Service Supervisor with Hallmark Aviation Services of Emirates Airlines, complemented by hands-on experience as Flight Controller and Gate Lead. Demonstrates expertise in tower coordination and planning, ensuring seamless operations and superior passenger experiences. Skilled is operational planning, leadership, and managing high-pressure environments within the aviation industry.
Overview
3
3
years of professional experience
Work History
Tower Coordinator Planner
ABM
05.2024 - 12.2024
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Managed day-to-day operations including scheduling tasks and assigning duties.
- Ensured optimal dispatch utilization by monitoring and tracking aircraft status.
- Communicate effectively with ground crew, operation staff, and management to ensure timely and accurate planning.
- Relay critical information and updates regarding flight schedules, delays and other operational changes.
Customer Service Supervisor
Hallmark Aviation Services For Emirates Airlines
10.2021 - 03.2024
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Customer Service Agent
American Airlines
04.2022 - 12.2022
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
Education
High School Diploma -
Bunawan Agricultural High School ( H.S )
Philippines04-2018
High School Diploma -
Don Jose F. Yanez Memorial High School
Philippines04-2015
Skills
- Multitasking and organization
- Work Planning and Prioritization
- Aviation Operation Management
- Customer Service excellence
- Leadership and Team Collaboration
- Expertise in Ground Event Tracker ( GET )
- Knowledgeable in Essential Airport Operations and job requirements
Timeline
Tower Coordinator Planner
ABM
05.2024 - 12.2024
Customer Service Agent
American Airlines
04.2022 - 12.2022
Customer Service Supervisor
Hallmark Aviation Services For Emirates Airlines
10.2021 - 03.2024
High School Diploma -
Bunawan Agricultural High School ( H.S )
High School Diploma -
Don Jose F. Yanez Memorial High School
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