Alyssa Laidlaw
Farmington,Minnesota
Overview
6
6
years of professional experience
Work History
Passenger Engagement Assistant
Metropolitan Airports Commission
12.2024 - Current
- Serve as the primary intake point for public, guest, and internal department inquiries across phone, email, text, and web chat, delivering clear, accurate, and customer-focused communication while gathering essential information for proper routing.
- Record and deliver 10+ live public announcements per shift, ensuring accuracy, clarity, and timely dissemination of operational updates.
- Provide real-time flight information, wayfinding support, and answers to airport-related questions while maintaining a professional, customer-focused approach.
- Maintain situational awareness by actively monitoring 5–7 operational screens and navigating multiple systems simultaneously in a fast-paced environment.
- Assess, prioritize, and triage incoming operational issues based on urgency and impact, ensuring accurate documentation and timely resolution while following established SOPs and escalating critical or time-sensitive matters to ECC or leadership to maintain safety and operational continuity.
- Collaborate with terminal operations, airside and landside teams, facilities, concessions, vendors, public safety, reliever airports, and other critical departments to resolve issues, coordinate responses, and ensure smooth, efficient airport operations.
- Serve as the first point of contact for all office visitors, greeting guests, gathering initial information, answering inquiries, validating parking for MAC-related meetings, and providing administrative support to ensure a professional and welcoming experience.
Customer Service Agent
Sun Country Airlines
11.2022 - Current
- Process passenger check-ins, check baggage, verify carry-on size, and assign or adjust seating while efficiently scanning up to 186 boarding passes per flight and maintaining high accuracy under time-sensitive gate operations.
- Use paging and intercom systems to communicate timely announcements and relay important information to passengers.
- Deliver high-quality customer service throughout the terminal by providing flight updates, directions, and general airport guidance at ticketing, baggage, and gate areas.
- Enforce safety and security procedures and ensure compliance with FAA, Sun Country Airlines, and airport regulations.
- Re-accommodate passengers during delays or disruptions and issue hotel, meal, and transportation vouchers when appropriate.
- Handle challenging situations such as denied boarding or itinerary changes while maintaining professionalism and customer-focused service.
Sales Associate
Bed Bath & Beyond
07.2020 - 10.2022
- Held multiple roles including Sales Associate, Cashier, and Customer Service Representative, delivering strong customer service and engagement across the sales floor and front end.
- Assisted customers with purchases, returns, and product inquiries while accurately operating POS systems.
- Built strong communication, multitasking, and problem-solving skills in a fast-paced, customer-focused environment.
Education
Highschool - undefined
Farmington Highschool
01.2022
Timeline
Passenger Engagement Assistant
Metropolitan Airports Commission
12.2024 - Current
Customer Service Agent
Sun Country Airlines
11.2022 - Current
Sales Associate
Bed Bath & Beyond
07.2020 - 10.2022
Highschool - undefined
Farmington Highschool