BRIANNA MORAN PENA
Brooklyn,NY
Summary
Currently pursuing FAA Airframe and Powerplant certification, strengthening technical knowledge to support materials and logistics operations. Frontline leadership experience in high volume airport environments. Acts as an extension of supervisory teams, serving as one of the point of contact for escalated operational issues. Trusted to make real time decisions, coordinate across departments, and maintain compliance, efficiency, and service standards.
Overview
8
8
years of professional experience
Work History
Customer Experience Coordinator
JetBlue Airlines
10.2024 - Current
- Act as an extension of station leadership, independently managing operational disruptions and prioritizing resources during active flight operations.
- Serve as the first point of contact for escalated operational and customer issues to resolve problems in alignment with policy and safety standards.
- Make real time decisions to support workflow continuity, minimize delays, and reduce supervisory workload.
- Coordinate across airport operations, ground services, and flight crews to maintain operational efficiency and on time performance.
- Communicate operational updates and constraints clearly to different teams and leadership in fast paced environments.
Airport Operations
JetBlue Airlines
09.2021 - 10.2024
- Supported daily airport operations through accurate system transactions, documentation, and coordination with operational teams.
- Utilized airline systems
- Managed crisis situations effectively, leading to minimal disruptions in airport operations.
- Maintained compliance with safety, operational procedures, and regulatory requirements in a highly regulated aviation environment.
Call Center Representative
CDR Maguire
01.2021 - 09.2021
- Resolved customer inquiries efficiently, enhancing overall satisfaction and retention.
- Managed high volume calls while maintaining quality and performance standards.
- Met customer call guidelines for service levels, handle time and productivity.
Lifeguard
Elite Pools and Fitness Management
06.2018 - 08.2019
- Monitored pool activities to ensure safety and compliance with regulations.
- Administered first aid and CPR in emergency situations, maintaining calm under pressure.
- Collaborated with management to develop operational guidelines for lifeguard performance.
- Monitored pools and surrounding areas for adherence to safety protocols.
Education
Associate of Applied Science - Aviation (FAA Airframe & Powerplant)
Vaughn College of Aeronautics and Technology
Flushing, NY05.2026
High School Diploma -
Urban Assembly School For Collaborative Healthcare
Brooklyn, NY07-2019
Skills
- Operational Coordination
- Decision Making & Prioritization
- Documentation & Compliance
- Systems Accuracy
- Communication
- Issue Resolution
- Safety awareness
- Multitasking
- Computer skills
- Problem resolution
Timeline
Customer Experience Coordinator
JetBlue Airlines
10.2024 - Current
Airport Operations
JetBlue Airlines
09.2021 - 10.2024
Call Center Representative
CDR Maguire
01.2021 - 09.2021
Lifeguard
Elite Pools and Fitness Management
06.2018 - 08.2019
Associate of Applied Science - Aviation (FAA Airframe & Powerplant)
Vaughn College of Aeronautics and Technology
High School Diploma -
Urban Assembly School For Collaborative Healthcare