Andria Hernandez
Denver
Summary
Dedicated professional with a strong foundation in project management and data analysis. Committed to driving performance improvements and fostering a safe, efficient work environment, ensuring exceptional customer service at every interaction.
Overview
17
17
years of professional experience
1
1
year of post-secondary education
Work History
Manager of Customer Service
Southwest Airlines
Denver
01.2021 - Current
- Drive performance processes by setting goals and objectives, monitoring results against key metrics, and holding responsible parties accountable for results.
- Maintain a safe working environment and institute programs designated to help reduce accidents and injuries.
- Brief Sr. Leaders and other departments in understanding the assigned functional work and growth with system metrics.
- Host/ Organize Emergency Drills with other airlines and airport operations.
- Monitor staffing in all areas and verify that overtime is being used properly.
- Assure proper compliance of union labor contracts and company agreements, emphasizing minimal labor disputes.
- Coach and develop to establish a diverse talent pipeline.
- Work with Operational Analyst on staffing with a comprehensive breakdown of headcount and hours needed to fall within budgeting for the overall operation.
- Implemented process improvements to streamline customer service operations effectively.
- Conducted regular performance reviews of associates and used results to identify knowledge or skill gaps.
- Developed audit programs tailored to specific departmental needs and risks.
- Assisted in the implementation of corrective actions based on audit findings.
- Spearheaded planning of yearly audits and reviewed controls for departments to assess areas in need of improvement.
Customer Service Supervisor
Southwest Airlines
New Orleans
01.2018 - 01.2021
- Actively coordinate with all Departments to maintain the station's on-time performance, Employee morale, and Customer satisfaction.
- Respond to and resolve Customer questions, requests, or complaints.
- Oversee day-to-day airport operations to create a safe, secure, and legally compliant service-conscious environment, Meet or exceed performance goals through effective decisions.
- Assign and track Agents for training compliance.
- Coordinate actively with all Departments to maintain the Station's on-time performance. Report status updates to leaders and employees consistently.
- Drive performance processes by forecasting operational situations that may impact the operation, monitoring and achieving results against key metrics, and holding responsible parties accountable for results, review and ensure accurate delay coding.
- Work with staff planning to build bids that are in line with department's hourly goals.
- Perform administrative duties daily, such as building of shift bids, closing bids, daily work assignments, daily payroll, and attendance reports, monitoring staffing in all areas and verifying that overtime is used properly.
- Assure proper administration of labor contracts or agreements, emphasizing minimal labor disputes.
Customer Service Agent
Southwest Airlines
01.2017 - 01.2018
- Assisted customers with flight inquiries and reservations.
- Managed check-in processes using self-service kiosks and mobile apps.
- Provided information about baggage policies and fees.
- Collaborated with team members to ensure smooth boarding procedures.
- Handled ticketing issues using reservation systems efficiently.
- Trained new agents on customer service protocols and tools.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Attended training sessions regularly to stay current on new products or services.
- Developed strategies for handling difficult customers effectively while maintaining professionalism.
Customer Service Agent
Delta Airlines
Austin
01.2009 - 01.2017
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Provided product information to customers in a timely manner.
- Provided technical support over the phone when needed.
- Monitored customer feedback through surveys and other methods for quality assurance purposes.
- Performed administrative duties related to customer service such as filing documents or completing paperwork.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Managed check-in processes using self-service kiosks and mobile apps.
- Assisted customers with flight inquiries and reservations.
Education
Bachelors - Business Management
LIBERTY UNIVERSITY
09.2024 - 12.2025
High School Diploma -
ABEKA ACADEMY
Skills
- Project Management
- Human Resource Modeling
- Safety Business Planning
- Microsoft Office Applications Expert
- Event and Meeting Staging
- Altea
- Sabre
- Tableau
- SQL
- Data analysis
- Audit coordination
- Financial reporting
- Cross-functional team management
- Remote team management
- Expense tracking
- Recruiting and interviewing
- Salesforce management
- Regulatory compliance
- Vendor management
- Policy and procedure development
Languages
English, Fluent
Timeline
Bachelors - Business Management
LIBERTY UNIVERSITY
09.2024 - 12.2025
Manager of Customer Service
Southwest Airlines
01.2021 - Current
Customer Service Supervisor
Southwest Airlines
01.2018 - 01.2021
Customer Service Agent
Southwest Airlines
01.2017 - 01.2018
Customer Service Agent
Delta Airlines
01.2009 - 01.2017
High School Diploma -
ABEKA ACADEMY