Aman Kalirae
Tacoma,WA
Summary
Aviation professional with an administrative, leadership, and operations background that includes station, ramp, and customer care. Exhibits knowledge and proficiency of proprietary enterprise software such as Sabre, RTS, Airship, etc. Expert in DOT/FAA safety and compliance, training, and aviation operations. Excellent verbal and written communication with the ability to establish and maintain positive relationships with other work groups, employees, senior leadership, and business partners.
Overview
15
15
years of professional experience
Work History
Station Supervisor
Alaska Airlines
12.2022 - Current
- Oversees the execution of the timeline and regulatory compliance for arrivals and departures
- Maintain customer relations (e.g., passenger complaints, lost and found, special passenger arrangements) and ensure passenger service standards are met or exceeded
- Develop CSAs through effective performance management and ongoing feedback focusing on delegation, coaching, growing and developing the team for capacity and growth, managing the performance of individuals in executing tasks, and time management.
Guest Operations Specialist
Alaska Airlines
04.2022 - 12.2022
- Stay keyed into the operation with irregular ops, weather events, and out-of-service aircraft
- Execute EFI Program and craft apologies or operational messages to communicate with our guests
- Monitor Social listening tools for developing guest-facing events
- Communicate with crews during tarmac delays and document correctly to ensure FAA and DOT compliance
- Work with station or CCO regarding missed connections and providing recovery assistance like OAL or hotels and meal vouchers.
Customer Care Specialist
Alaska Airlines
12.2016 - 04.2022
- Provided superior customer service to Alaska Airlines' customers and mileage plan members by offering accurate information and creative resolutions to inquiries, complaints, and requests for assistance
- Responded to customer inquiries, escalated complaints, and requests for assistance by mail, email, social media, or telephone, and balanced customers' needs and expectations with preserving the company’s image, goodwill, and profitability
- Acted as a resource and mentor to Customer Care Representatives to help them resolve or find information to resolve customer issues.
Reservation Agent
Alaska Airlines
03.2015 - 12.2016
- Provided options to customers to accommodate their travel needs
- Relayed correct, complete, and updated information on flight schedules, fares, arrivals, and departures to customers
- Processed credit card and mileage plan redemptions for payments
- Made alternate arrangements for passengers owing to flight cancellation and processed refund as required
- Booked domestic and international flights for travelers.
Passenger Service Agent
Horizon Air
11.2009 - 03.2015
- Contributed to the safe and on-time arrival and departure of Horizon aircraft, passengers, bags and cargo
- Performed all aspects Ground Service and Passenger Service Agent duties
- Completed additional training to serve as a Com-Point Agent and Duty Desk.
Education
Bachelor of Arts: Political Science -
Guru Nanak University
04.2000
Skills
- Platform expertise
- Scheduling
- Analytics
- Communication
- Creativity
- Strategic thinking
- Incident Investigation
- Operational Efficiency
- Operating Procedures
- Staff Scheduling
- Budget Development
- Transportation Management
- Policy Implementation
- Operations Management
- Work Planning
- Talent Recruitment
- Team Oversight
- Effective Communication
- Team Development
- Excellent Communication
- Time Management
- Organizational Skills
Timeline
Station Supervisor
Alaska Airlines
12.2022 - Current
Guest Operations Specialist
Alaska Airlines
04.2022 - 12.2022
Customer Care Specialist
Alaska Airlines
12.2016 - 04.2022
Reservation Agent
Alaska Airlines
03.2015 - 12.2016
Passenger Service Agent
Horizon Air
11.2009 - 03.2015
Bachelor of Arts: Political Science -
Guru Nanak University