Alicia Frenda
Summary
Dedicated professional with extensive experience in passenger transportation and customer service. Known for exceptional communication skills and a commitment to passenger safety, consistently exceeding expectations and enhancing overall guest experiences.
Overview
26
26
years of professional experience
Work History
Premium Guest Service-VIP Driver
Envoy Air
JFK-New York
02.2026 - 03.2026
- Operated vehicles safely to transport high profile passenger.
- Assisted with loading and unloading luggage.
- Followed company policies and procedures to enhance operational efficiency.
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
- Conducted pre-trip inspections to ensure vehicle safety and compliance with regulations.
- Navigated routes effectively, adapting to traffic conditions for timely arrivals.
- Maintained accurate logs of mileage, fuel consumption, and service records.
Wheelchair Agent
Eulen Aviation
New York, NY
07.2024 - 02.2026
- Assisted passengers with mobility needs, ensuring safe and efficient wheelchair transport to and from aircraft.
- Collaborated with airline staff to coordinate timely boarding and deboarding for individuals requiring assistance.
- Maintained cleanliness and functionality of wheelchairs, performing regular inspections and minor repairs as needed.
- Provided exceptional customer service, addressing passenger inquiries regarding mobility services and airport navigation.
- Adapted to dynamic environments, responding promptly to last-minute changes in flight schedules or passenger requirements.
- Trained new team members on wheelchair handling protocols and customer interaction best practices for improved service delivery.
- Assisted unaccompanied minors and special needs passengers by transporting and claiming personal baggage and belongings.
- Collaborated with other wheelchair agents to ensure adequate coverage during high-demand periods, fostering a positive team dynamic.
Customer Service Agent
American Airlines
New York, NY
07.2022 - 06.2024
- Responded to customer inquiries, providing accurate information regarding flight schedules and services.
- Assisted customers with reservations, modifications, and cancellations using proprietary booking systems.
- Resolved customer complaints effectively, ensuring a high level of satisfaction and loyalty.
- Collaborated with team members to streamline check-in processes, enhancing overall efficiency.
- Jetbridge operator.
- Sida Badge.
- Delivered prompt service to prioritize customer needs.
- Rebooking.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
Wheelchair Agent
PrimeFlight
New York, NY
01.2021 - 06.2022
- Documented service logs accurately, ensuring compliance with organizational standards for passenger assistance records.
- Contributed to team efforts by sharing insights on process improvements related to passenger assistance workflows.
- Streamlined check-in processes for disabled passengers, effectively minimizing wait times and alleviating stress levels.
- Maximized efficiency through punctual attendance at assigned gates, preparedness for incoming flights, and rapid response to last-minute changes in plans or priorities.
- Read boarding paperwork to identify international and domestic flight information, special service requests, names and dates to help special needs passengers locate correct gate.
- Enhanced passenger comfort by efficiently assisting with wheelchair transfers and mobility support.
- Skillfully managed multiple wheelchair requests during peak travel times, guaranteeing prompt assistance for all passengers in need.
- Upheld strict compliance with security protocols while escorting passengers through secure areas of the airport.
Letter Carrier
USPS
New York, NY
05.2000 - 12.2020
- Delivered mail and packages efficiently across assigned routes.
- Sorted and organized mail to ensure timely deliveries.
- Operated delivery vehicles in accordance with safety regulations.
- Assisted customers with inquiries regarding services and postal rates.
- Trained new employees on operational procedures and route navigation.
- Managed time effectively to complete all scheduled deliveries within expected time frames, ensuring consistent service levels for customers.
- Altered routes to accommodate changing conditions or road closures in delivery areas.
- Greeted customers and answered questions regarding mail pick up times, postal regulations, and delivery costs.
- Communicated customer complaints, requests, and feedback to company management for swift resolution.
- Handled mail and packages with care to prevent damage during delivery.
Education
High School Diploma -
La Guardia University College
New York, NYSkills
- Time management
- Valid Driver's license
- Customer service
- Clean driving record
- Safe driving practices
- Punctual and reliable
- Flexible schedule
- Punctuality
- Loading and unloading
- Safety protocols
- Driving in adverse conditions
- Navigational systems and GPS
- Vehicle inspections
- Transportation
- Vehicle maintenance
- Passenger transportation
- Spanish fluency
- Attention to detail
- Friendly and outgoing
- Verbal and written communication
- Confidentiality
- Self motivation
- Excellent communication
- Passenger safety
- Task prioritization
Languages
Spanish
Native or Bilingual
English
Full Professional
Italian
Professional Working
Portuguese
Professional Working
Timeline
Premium Guest Service-VIP Driver
Envoy Air
02.2026 - 03.2026
Wheelchair Agent
Eulen Aviation
07.2024 - 02.2026
Customer Service Agent
American Airlines
07.2022 - 06.2024
Wheelchair Agent
PrimeFlight
01.2021 - 06.2022
Letter Carrier
USPS
05.2000 - 12.2020
High School Diploma -
La Guardia University College