Alanna Allison

Customer Service Lead

• Ensuring passengers who arrive on incorrect day or after flight final/close are accommodated

• Providing meal and hotel vouchers to guests on cancelled or delayed flight properly according to Passenger Protect progra

• Handling unruly passengers

• Coordinating above wing flight plans for agents

• Solving guests issues regarding interline / codeshare policies with each airline

• Ensuring each guests reservations accommodated in case of an IROP situation or flight

• Run up to 9 gates/flights per day - up to 53 flights a week during scheduled season

• Operating recovery and charter flights for the airline

• Understanding and performing ticket exchanges and rebooking for guests

• Staying in constant contact with Airline Operations and Load control with efficient communication regarding flight status

• Ensuring team morale is high regarding team/agents

• Ensuring uniform policies to agents and applying constructive criticism and correction in case of mistakes

• Participating in leadership meetings- discussing current flight performances and providing feedback for improvement

• Briefing shift agents regarding flight status, count and SSR information

• Communicating with ground handling team regarding inbound and outbound transfer bags

• Oversaw ticketing, gate and ramp services.
• Checked in luggage and confirmed all carry-on items met federal guidelines.
• Announced flight status updates and information about gate changes over PA system.
• Provided exceptional customer service to passengers, addressing concerns and resolving issues.

• Streamline check-in, ensure FAA compliance, enhance efficiency.
• Analyze flight data, optimize operations, improve team collaboration.
• Coordinate with departments, resolve customer issues, maintain satisfaction.
• Facilitate special assistance, implement conflict resolution, enhance experience.
• Streamline international passenger services by implementing efficient baggage handling protocols and developing solutions for complex travel scenarios
• Foster seamless communication between airline crews, customs officials, and ground staff to enhance operational efficiency and passenger satisfaction
• Manage comprehensive flight documentation and regulatory compliance while coordinating special assistance requests for international travelers
• Lead cross-functional team initiatives to resolve operational challenges and maintain high service standards during peak travel periods
• Assist passengers with check-in, ticketing, and boarding processes.
• Handle passenger inquiries and provide accurate information about flights and services.
• Resolve customer complaints and issues in a professional and timely manner.
• Coordinate with other airline staff to ensure smooth operations.
• Assist passengers with special needs, such as wheelchair assistance or unaccompanied minors.
• Process baggage claims and assist with lost or damaged luggage.
• Ensure compliance with airline policies and security regulations.
• Maintain a positive and professional demeanor at all times.

• Coordinate aircraft marshalling, ensuring safe and efficient operations.
• Managed comprehensive aircraft ground support, including load planning, equipment operation, and safety compliance while maintaining communication with flight crews.
• Facilitated seamless ground operations through effective team coordination, precise aircraft marshalling, and efficient baggage handling procedures.
• Led ramp operations including aircraft guidance, cargo handling, and safety compliance while maintaining clear communication channels with flight personnel.
• Streamlined aircraft turnaround processes through precise coordination of ground operations, enhancing operational efficiency and maintaining strict safety protocols.

• Welcomed customers, processed payments, operated scanners, resolved inquiries, ensured cash accuracy.
• Fostered positive shopping experiences by delivering attentive customer service, processing transactions efficiently, and addressing diverse customer needs
• Streamlined checkout processes while maintaining high accuracy in cash handling, multitasking during peak hours to reduce customer wait times
• Built strong relationships with customers and team members while ensuring smooth transaction processing and maintaining store operational standards
• Implemented efficient queue management techniques during high-traffic periods while maintaining exceptional customer service standards

• Managed take-out orders, ensuring accuracy and timely delivery.
• Welcomed and seated guests, enhancing customer satisfaction.
• Processed payments efficiently, maintaining cash accuracy.
• Collaborated with servers/hosts for tip distribution.
• Assisted in food running and table service, improving dining flow.
• Orchestrated multi-task restaurant operations including order accuracy, beverage service, and dietary accommodations while maintaining efficient service flow

• Managed client check-ins, enhancing service efficiency and satisfaction.
• Maintained clean facilities, ensuring a welcoming environment.
• Scheduled appointments, optimizing client flow and reducing wait times.
• Provided tailored product recommendations, boosting sales.
• Strengthened client relations, fostering repeat business.