ANNA-KAY BLACK
Loganville,USA
Summary
Aviation and customer experience professional with progressive experience in airport passenger services, team leadership, and fast-paced operations. Currently serving as a Passenger Service Supervisor with Menzies Aviation, with hands-on experience supporting check-in, boarding, flight information, and passenger needs. Skilled in delivering exceptional service while maintaining safety, security, professionalism, and operational standards. Known for remaining calm under pressure, resolving concerns with empathy, and collaborating effectively with diverse teams.
Overview
14
14
years of professional experience
Work History
Passenger Service Supervisor
MENZIES AVIATION
USA
08.2025 - Current
- Lead passenger service operations with a focus on safety, security, customer care, and efficient flight operations.
- Supervise employees supporting check-in, ticketing, boarding, jet bridge operations, and other customer-facing functions.
- Coach and train team members on professionalism, communication, service standards, safety, security, and company procedures.
- Coordinate with airline, airport, and internal teams to support safe, timely, and efficient operations.
- Manage assignments, schedules, performance, and accountability while adapting to changing operational needs.
- Resolve passenger concerns and operational challenges with patience, empathy, sound judgment, and professionalism.
- Communicate time-sensitive flight and operational information accurately across departments.
- Remain composed and solution-focused during delays, changing flight conditions, and other high-pressure situations.
Patient Service Representative
NORTH AMERICAN DENTAL GROUP
USA
03.2024 - Current
- Provide welcoming, personalized service to patients and families in a fast-paced healthcare environment.
- Use active listening, empathy, and clear communication to address questions, concerns, and service needs.
- Explain insurance, financial, and treatment information accurately and respectfully.
- Coordinate appointments, maintain accurate records, and manage multiple priorities while protecting confidentiality.
- Communicate effectively with patients, parents, doctors, and healthcare team members to support efficient daily operations.
Passenger Service Agent
MENZIES AVIATION
USA
04.2023 - 08.2025
- Provided direct passenger assistance with check-in, boarding, flight information, and travel-related needs.
- Verified passenger information and communicated schedules, boarding locations, and operational updates accurately.
- Assisted customers with questions and concerns while demonstrating patience, empathy, and effective problem-solving.
- Worked with airline, airport, and Menzies personnel to support safe and efficient flight operations.
- Followed airport safety, security, customer service, and operational procedures during time-sensitive conditions.
- Supported passengers with varying needs and maintained professionalism during delays, changes, and other operational challenges.
Customer Service Supervisor
COMCAST
USA
09.2016 - 01.2024
- Led and supported customer service teams while maintaining high standards of service, professionalism, and performance.
- Trained and coached employees in communication, problem-solving, customer service, and performance expectations.
- Handled escalated concerns and helped resolve difficult customer situations through active listening and sound judgment.
- Collaborated across departments to address customer and operational issues.
- Managed competing priorities in a high-volume environment while maintaining accuracy and professionalism.
- Maintained operational documentation and supported team accountability through feedback and performance follow-up.
Mathematics Teacher
CHARLIE SMITH HIGH SCHOOL
Jamaica
09.2012 - 08.2015
- Created a structured, positive, and inclusive environment for students with diverse needs.
- Communicated effectively with students, parents, colleagues, and school leadership.
- Used patience, empathy, organization, and problem-solving to address concerns and manage competing responsibilities.
- Maintained accurate records and collaborated with colleagues on school initiatives and activities.
Education
Bachelor’s Degree - Human Resource Management
University of Arizona Global Campus
09.2026
Bachelor’s Degree - Mathematics, Secondary Education
The Mico University College
Jamaica05.2012
High School Diploma - undefined
Clarendon College High School
Jamaica07.2006
Skills
- Passenger Service
- Customer Experience
- Safety & Security Awareness
- Airport Operations
- Team Leadership
- Training & Coaching
- Conflict Resolution
- De-escalation
- Professional Communication
- Active Listening
- Problem Solving
- Operational Coordination
- Multitasking
- Customer Service: Passenger Assistance
- Hospitality
- Customer Concerns
- Empathy
- Safety & Operations: Airport Operations
- Safety Awareness
- Security Procedures
- Boarding Support
- Time-Sensitive Operations
- Leadership & Communication: Team Supervision
- Training
- Coaching
- Cross-Functional Collaboration
- Technology: Microsoft Office Suite
- Computer Systems
- Data Entry
- Digital Documentation
Timeline
Passenger Service Supervisor
MENZIES AVIATION
08.2025 - Current
Patient Service Representative
NORTH AMERICAN DENTAL GROUP
03.2024 - Current
Passenger Service Agent
MENZIES AVIATION
04.2023 - 08.2025
Customer Service Supervisor
COMCAST
09.2016 - 01.2024
Mathematics Teacher
CHARLIE SMITH HIGH SCHOOL
09.2012 - 08.2015
High School Diploma - undefined
Clarendon College High School
Bachelor’s Degree - Mathematics, Secondary Education
The Mico University College
Bachelor’s Degree - Human Resource Management
University of Arizona Global Campus