Andrea Luna
Roselle,IL
Summary
Customer-focused professional willing to go extra mile to meet customer needs, increase satisfaction and promote loyalty. Expertly handles diverse concerns with solution-focused mindset and attention to detail. Excels in research, documentation and problem-solving.
Overview
4
4
years of professional experience
Work History
Assistant Manager
Key Lime Air
Chicago, IL
11.2024 - Current
- Recruited, trained, supervised, evaluated, coached and disciplined staff members.
- Monitored staff operations to comply with administrative policies and procedures, safety rules, contracts and government regulations.
- Developed successful team-building initiatives to motivate team members.
- Adhered to company guidelines regarding safety measures for employees working in hazardous environments.
- Responded quickly to emergency situations involving aircrafts on the tarmac or runway areas.
- Created and maintained detailed records of all incoming and outgoing flights, including cargo manifests and manifests for passenger luggage.
Passenger Service Supervisor
AGI Group
Chicago, IL
03.2021 - 11.2024
- Checked documents of passengers against airline policies prior to boarding flights or entering restricted areas of the airport terminal.
- 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.
- Trained new employees on proper ticketing and baggage handling procedures.
- Conducted regular inspections of terminals and equipment to ensure safe working conditions for staff members.
- Resolved customer complaints in a timely manner, providing satisfactory solutions to address their concerns.
- Greeted passengers and provided boarding instructions.
- Worked with personnel in gate area by verifying passenger documents before boarding aircraft.
- Assisted special needs passengers and unaccompanied minors, driving seamless airport experience.
- Trained team in proper operational procedures and company policies.
- Evaluated customer feedback to implement service-improvement initiatives.
Education
Associate's Degree - Management of Airlines And Travel Agencies
Unitec University Corporation
Bogota09.2015
Skills
- Strong leadership
- Motivating employees
- Customer Service Management
- Staff Training and Development
- Airline Policies
- TSA Collaboration
- Passenger Assistance
Timeline
Assistant Manager
Key Lime Air
11.2024 - Current
Passenger Service Supervisor
AGI Group
03.2021 - 11.2024
Associate's Degree - Management of Airlines And Travel Agencies
Unitec University Corporation
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