Alicia Hines
Cleveland
Summary
passionate about everything i do. Very proud of the effort and dedication i put into my jobs
Overview
18
18
years of professional experience
1
1
Certification
Work History
Ticket Agent
Frontier Airlines
02.2025 - Current
- Assisted customers with ticket purchases and travel inquiries, ensuring a positive experience.
- Processed transactions using point-of-sale systems accurately and efficiently.
- Resolved customer issues promptly, facilitating smooth travel arrangements.
- Maintained knowledge of destinations and services to provide informed recommendations.
- Collaborated with team members to enhance service delivery and operational efficiency.
- Supported promotional initiatives by informing customers about special offers and discounts.
- Answered customer inquiries regarding ticket availability, pricing and event information.
- Resolved customer complaints promptly, maintaining a professional demeanor and positive company image.
- Responded to customer inquiries related to services or accommodations and promptly addressed issues or complaints.
- Assisted with development and implementation of new ticketing policies for enhanced service delivery.
- Researched and resolved customer ticketing issues to promote satisfaction.
- Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
- Used computerized ticketing systems to process ticket orders accurately and securely.
- Monitored inventory levels of tickets and supplies, ensuring timely restocking when needed.
- Trained new staff on customer service protocols and ticketing procedures, fostering teamwork.
- Processed cash and credit card transactions securely and promptly for customer payments.
- Supported customers with wheelchair access and special seating requirements to support continuous accessibility.
- Supported fellow agents during peak hours by taking on additional tasks without compromising quality of service.
- Monitored ticket sales and provided detailed reports to management.
Direct Support Professional
Sweet Home Healthcare
04.2023 - 12.2023
- Promote good hygiene and grooming for residents. Assist with personal care (bathing, showering, toileting, shaving, dental & nail care, etc.).
- Administer and supervise the residents in taking of medications and treatments and record those activities under the direction of a nurse.
- Willing to work a flexible schedule. Actual duties may vary according to the client’s needs, specific assignments, or work site.
- Maintain, record, and review required documentation regarding the personal progress and skill development of each resident and provide recommendations regarding the residents to the Program Coordinator.
- Implement and document interventions as prescribed by the Individual Services Plan (ISP), Program Coordinator.
- Transport residents to and from activities outside the home. May represent them at support services, including medical appointments, in coordination with the Project Manager.
- Responsible for the security, domestic chores, and light maintenance tasks; both inside and outside the home. Provide guidance and assistance to the residents in the completion of household chores.
- Advise maintenance staff of any needed repairs that cannot be done by the on-site staff.
- Maintain the facility food non – food inventories.
- Promptly report major unusual incidents to the Manager or member on the Administration Team, and accurately complete an Unusual Incident Report (UIR).
Direct Support Professional
Open Hands of Caring Penn Foundation
07.2018 - 02.2023
- Promote good hygiene and grooming for residents. Assist with personal care (bathing, showering, toileting, shaving, dental & nail care, etc.).
- Administer and supervise the residents in taking of medications and treatments and record those activities under the direction of a nurse.
- Willing to work a flexible schedule. Actual duties may vary according to the client’s needs, specific assignments, or work site.
- Maintain, record, and review required documentation regarding the personal progress and skill development of each resident and provide recommendations regarding the residents to the Program Coordinator.
- Implement and document interventions as prescribed by the Individual Services Plan (ISP), Program Coordinator.
- Transport residents to and from activities outside the home. May represent them at support services, including medical appointments, in coordination with the Project Manager.
- Responsible for the security, domestic chores, and light maintenance tasks; both inside and outside the home. Provide guidance and assistance to the residents in the completion of household chores.
- Advise maintenance staff of any needed repairs that cannot be done by the on-site staff.
- Maintain the facility food non – food inventories.
- Promptly report major unusual incidents to the Manager or member on the Administration Team, and accurately complete an Unusual Incident Report (UIR).
- Will become and remain aware of Open Hands of Caring Penn Foundation Policies and Procedures; as well as federal, state, and local rules, regulations, and ordinances.
Direct Support Professional
Help Foundation, Inc
01.2021 - 08.2022
- Promote good hygiene and grooming for residents. Assist with personal care (bathing, showering, toileting, shaving, dental & nail care, etc.).
- Administer and supervise the residents in taking of medications and treatments and record those activities under the direction of a nurse.
- Willing to work a flexible schedule. Actual duties may vary according to the client’s needs, specific assignments, or work site.
- Maintain, record, and review required documentation regarding the personal progress and skill development of each resident and provide recommendations regarding the residents to the Program Coordinator.
- Implement and document interventions as prescribed by the Individual Services Plan (ISP), Program Coordinator.
- Transport residents to and from activities outside the home. May represent them at support services, including medical appointments, in coordination with the Project Manager.
- Responsible for the security, domestic chores, and light maintenance tasks; both inside and outside the home. Provide guidance and assistance to the residents in the completion of household chores.
- Advise maintenance staff of any needed repairs that cannot be done by the on-site staff.
- Maintain the facility food non – food inventories.
- Promptly report major unusual incidents to the Manager or member on the Administration Team, and accurately complete an Unusual Incident Report (UIR).
Director of Food and Nutrition Services
Cleveland Clinic
09.2013 - 05.2016
- Call Center
- Regulate Patients Diet
- Prepare meals
Animal Care Technician
Case Western Reserve University
02.2016 - 04.2016
- Responsibilities
- Animal Care of various of animals
- Inventory
- Janitorial work
Cashier/Sales Associate
Walmart
12.2015 - 02.2016
- Responsibilities
- Cashier
- Sales Associate
- Retail Skills Used
- Customer service, Cash Handling, and etc.
Dietary Aide
Nutritional Services
09.2014 - 04.2015
- Nutritional Services
- Cleveland Clinic Hospital
- Lorain, OH
- Current Employer
Perishables Clerk
Giant Eagle Grocery Store
09.2013 - 09.2014
- Responsibilities
- Cook prepare food. Customer service. Cashier
Food Host, /Cashier
Geauga Lake Wild Water Kingdom
05.2007 - 09.2007
- Cashier
- Save A lot Grocery Store
Education
High School Diploma -
Hope High School
Cleveland, OH06.2008
Skills
- Computer Skills: Word (2 years), Customer Service (3 years), Communication Skills (5 years) Organizational/Management
- Handled guest sales in a prompt, friendly, courteous manner using suggestive selling techniques
- Rung up sales on a cash register, handled money, and counted out correct change
- Kept a clean and orderly area including the preparation area, guest's areas and all equipment
- Knowledge of accurate cash handling
- Ability to work in groups at a hectic pace
- Ability to follow instructions
- Able to deal effectively with the public in a fast -paced environment
- Learned menu items, portions and prices
- Knowledge of patient information
- Conduct patient calls
- Ability too cook and prep food
- Ability to learn and do task when told correctly
- Dietary Aide Experience
- Animal Care
- Laundry
- Medication Administration
- Cleaning Experience
- Meal Preparation
- Kennel Experience
- Custodial Experience
- Caregiving
- Cashiering
- Pet Care
- Time Management
- Developmental Disabilities Experience
- Autism Experience
- Commercial Cleaning
- Veterinary Technician Experience
- Windows
- Hospital Experience
- Medical Records
- Home Care
Certification
- CPR Certification
- First Aid Certification
Timeline
Ticket Agent
Frontier Airlines
02.2025 - Current
Direct Support Professional
Sweet Home Healthcare
04.2023 - 12.2023
Direct Support Professional
Help Foundation, Inc
01.2021 - 08.2022
Direct Support Professional
Open Hands of Caring Penn Foundation
07.2018 - 02.2023
Animal Care Technician
Case Western Reserve University
02.2016 - 04.2016
Cashier/Sales Associate
Walmart
12.2015 - 02.2016
Dietary Aide
Nutritional Services
09.2014 - 04.2015
Director of Food and Nutrition Services
Cleveland Clinic
09.2013 - 05.2016
Perishables Clerk
Giant Eagle Grocery Store
09.2013 - 09.2014
Food Host, /Cashier
Geauga Lake Wild Water Kingdom
05.2007 - 09.2007
High School Diploma -
Hope High School