Ayanna Kinard

• Examined claims forms and other records to determine insurance coverage.
• Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
• Prepared summaries of damage, payments, and policy coverage.
• Researched and analyzed policy contracts to verify proper payment of claims.
• Answered customer questions regarding deductibles.

• Provided exceptional customer service to passengers throughout their travel journey.
• Informed passengers of essential travel information such as travel time, connection information and gate information
• Assisted passengers with special needs including customers traveling with medical equipment, customers with disabilities and unaccompanied minors
• Processed passenger tickets and handled complaints
• Relayed information through electronic communication about flight arrival and departures
• Collected ticket payment: cash, credit cards, checks, coupons, and travel vouchers
• Answered telephone calls and emails for ticket fare, reservations, arrival and departure, and general inquiries

Oversaw 60 customer service agents daily

• Ran ticket counter and gate operation with a total of 10 gates
• Ran daily staffing reports and Air Craft Damage reports and identify areas of opportunity
• Provided coaching to agents to improve agent performance
• Fostered relationships among agents and leadership and facilitate collaborations around solutions to reports, policies and challenges within the team
• Cultivated productive relationships with key decision-makers to achieve corporate objectives

Communicated flight status changes to passengers

• Serviced standby and non-revenue passengers
• Handled and resolved passenger complaints and inquiries in a professional and timely manner, maintaining a positive customer experience.
• Supervised subordinate airport agents and coordinated inbound and outbound flights
• Assisted in training newly hired employees using various systems
• Collaborate with flight crew and ground staff to ensure smooth operations, including timely departure and arrival of flights.