Alyse Clayton
Schaumburg,IL
Summary
Highly proficient in developing and enhancing training programs tailored to various roles, including new hires, professionals, supervisors, and management positions. Possess excellent communication, multitasking, and problem-solving skills. A seasoned individual with 7 years of experience in customer service roles, demonstrating adaptability and a strong commitment to delivering exceptional results. Motivated and skilled in task prioritization, with a proven ability to lead and support teams effectively.
Overview
7
7
years of professional experience
Work History
Passenger Service Supervisor
Swissport
Chicago, IL
09.2021 - Current
- Coordinated with other departments such as security, maintenance, and catering to ensure smooth flow of operations during peak hours.
- Provided guidance and support to junior staff members when needed, helping them develop their skillsets over time.
- Maintained detailed records of passenger transactions including ticket sales, refunds, upgrades.
- Checked documents of passengers against airline policies prior to boarding flights or entering restricted areas of the airport terminal.
- Investigated discrepancies in tickets or baggage claims reported by customers or airlines personnel.
- Interfaced with external stakeholders such as government authorities regarding immigration issues or customs clearance matters.
- Analyzed data from various sources such as surveys, feedback forms., in order to track trends in passenger satisfaction levels.
- Managed emergency situations such as medical emergencies or flight delays and cancellations according to established protocols.
- Supervised daily operations of passenger services staff, ensuring compliance with safety regulations and customer service standards.
- Ensured that all passengers were provided with accurate information regarding flight schedules and boarding procedures.
- Assessed staffing needs for each shift to ensure adequate coverage of the check-in counter and gate area.
- Trained new employees on proper ticketing and baggage handling procedures.
- Monitored operational performance metrics to identify areas for improvement in efficiency and customer satisfaction.
- Resolved customer complaints in a timely manner, providing satisfactory solutions to address their concerns.
- Oversaw employee work schedules and delegated daily assignments.
- Recruited, trained and guided team members to offer every passenger top-notch service and support.
- Managed gate, ramp and cabin services for each flight.
- Greeted passengers and provided boarding instructions.
- Worked with personnel in gate area by verifying passenger documents before boarding aircraft.
- Operated computerized system to handle ticketing and check-ins.
- Assisted special needs passengers and unaccompanied minors, driving seamless airport experience.
- Furnished customers with information on routes, gates and terminals to assuage baggage and boarding concerns.
- Kept passengers informed by announcing important information about itineraries, flights and luggage.
- Assisted passengers with reservations, ticketing and adjustments to itinerary.
- Upheld uniform and conduct guidelines to maintain professional appearance.
- Collected baggage charges and accepted baggage for check-in.
- Keyed passenger information into ticketing reservation system to process boarding passes.
- Boarded passengers, closed aircraft doors and pulled jet bridge to prepare for departure.
- Coordinated with internal resources to process passenger information and dispatch flights on time.
- Carried and operated radio or pager to communicate with airport personnel.
- Utilized PA system to announce departures and changes to landings.
- Protected passengers' baggage from loss, theft and damage through proper handling and oversight.
- Liaised with ramp agents to load and unload wheelchairs, strollers and gate-checked bags.
- Assessed passenger's needs and abilities to deploy correct mobility equipment.
- Trained team in proper operational procedures and company policies.
- Oversaw team performance to verify quality service and compliance with specifications.
- Coordinated workflow and delegated tasks for team members.
- Allocated resources to properly staff shifts and compensate for unscheduled team absences.
Assistant Manger
Culver's Restaurant
Carol Strea, IL
02.2017 - 09.2021
- Developed a system for tracking inventory and ordering supplies as needed.
- Ensured compliance with safety regulations and company policies.
- Managed customer service inquiries and complaints in a timely manner.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Delegated daily tasks to team members to optimize group productivity.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Coached team members and delivered constructive feedback to promote better productivity and build confidence.
- Completed inventory audits to identify losses and project demand.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assigned work and monitored performance of project personnel.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
Education
Associate of Applied Science - Forensic Science
Elgina Community College
ELGIN02-2021
Timeline
Passenger Service Supervisor
Swissport
09.2021 - Current
Assistant Manger
Culver's Restaurant
02.2017 - 09.2021
Associate of Applied Science - Forensic Science
Elgina Community College