Amy Hatfield
Thornton,CO
Summary
Dynamic Customer Service Representative with exceptional oral and written communication skills, strong active listening, and analytical problem-solving abilities. Committed to ensuring timely departures and enhancing customer experiences through a service-oriented approach that prioritizes understanding the needs of customer and crew members and delivering effective solutions. Proven track record in exceeding expectations and addressing concerns with empathy and efficiency. Eager to contribute to a team that values excellence in training the next group of pilots.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Representative
United Airlines
Denver, CO
02.2023 - Current
- Facilitates communication with flight crew. Assisted in updates on boarding progress, passenger counts, and baggage counts for a smooth boarding processes and timely departures.
- Guided new agents in navigating express airline differences in procedures such as seating and counts to assist the crew in determining weight and balance and the seating of standby passengers.
- Monitors flight statuses and communicated updates to customers proactively during disruptions sometimes using my own experience in aviation such as knowledge about instrument approaches.
- Assesses inbound aircraft schedules for potential disruptions and facilitated rebooking solutions for passengers experiencing delays or coordinating with upper management to get holds for tight connections.
- Demonstrated flexibility and accessibility in response to last-minute changes, including on-the-ground gate modifications.
- Self-motivated, with a strong sense of personal responsibility. If I see something that needs done I will offer to do so such as unmet arrivals.
Delivery Driver
Domino's Pizza
Castle Rock, CO
02.2016 - 04.2023
- Grouped and routed deliveries according to designated areas to maintain efficient delivery times.
- Handled merchandise in accordance with product handling standards.
- Handled customer service complaints with utmost professionalism and knowledgeable responses to maintain trust and company loyalty.
- Came up with a more efficient labeling system allowing personnel to work on other tasks.
- Trained multiple new hires on labeling, phone and front counter operations.
Assistant Manager
Dominos Pizza Inc.
Castle Rock, CO
08.2020 - 04.2023
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Enforced company policies and procedures to strengthen operational standards.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
- Worked with customers to fix discrepancies with orders and give them the best experience possible.
Operation Specialist
Navy
Norfolk, VA
11.2014 - 11.2022
- Analyzed data of the movement of vessels by radar and by input from lookouts to make recommendations to the bridge
- Skilled in the updating and management of the Global Command and Control System-Maritime (GCCS-M) database in order to maintain a complete picture of the ships operating area
- Ability to work under pressure and have systems up and running in a timely manner
- Designed multiple grids and overlays to assist in the organization of warships within the operating area
Security Officer
Navy
Norfolk, VA
11.2012 - 11.2014
- Assisted the ships security force in over 50 force protection drills
- Conducted multiple restriction musters to ensure the attendance of all personnel
- Stood multiple armed force protection watches overseas and state side in order to protect shipboard personnel.
- Observed over 100 drug tests in order to uphold the Navy's zero tolerance policy
Education
Bachelor of Science - Aeronautics
Metropolitan State University of Denver
Denver, CO05.2027
Commercial Pilot -
ATP Flight Academy
Centennial, CO11.2021
Skills
- Customer Service
- Airline Systems JET,AERO, Volare
- Airline Policy and Procedure
- Time management
- Effective Communication
- Sales Monitoring
- Product and Service Knowledge
- Team Building
- Training and Development
- Troubleshooting
- Security
Certification
- Single-engine and Multi-engine, Instrument, Commercial rating
Timeline
Customer Service Representative
United Airlines
02.2023 - Current
Assistant Manager
Dominos Pizza Inc.
08.2020 - 04.2023
Delivery Driver
Domino's Pizza
02.2016 - 04.2023
Operation Specialist
Navy
11.2014 - 11.2022
Security Officer
Navy
11.2012 - 11.2014
Bachelor of Science - Aeronautics
Metropolitan State University of Denver
Commercial Pilot -
ATP Flight Academy
FLIGHT TIME
- Total Time: 265.2
- Multi-engine: 113.8
- Pilot in command: 170.3
- Cross country: 108.8
- Single-engine: 149.4
- SIM instrument: 66.5
- Actual instrument: 4.3
- Night: 26.7