Catherine .Bossi
Decatur ,Illinois
Summary
More than twenty years of customer service and customer support services. Managed and coordinated employee service standards in a fast paced and dynamic ever changing environment. Extensive travel to foreign and domestic locales while obtaining extensive knowledge of a variety of cultures, customs, and countries.
Accomplished Flight Attendant offering over 40 years in domestic and international commercial airline industry. Highly skilled in responding to emergency situations and remaining cool under pressure. Dedicated to exceptional customer service.40
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
48
48
years of professional experience
Work History
Licensed International Flight Attendant
USAirways
Los Angeles, San Francisco, Boston, Charlotte
01.1983 - Current
- Supervised up to fourteen crew members
- Coordinated In-Flight service
- Responsible for carrying out and enforcing Federal Aviation Regulations and European Union compliance.
- Extensive training in emergency evacuation, hijacking procedures, bomb threats and bomb relocation, Homeland Security customer threat control, emergency first aid trained, extensively trained on defusing and maintaining control of disruptive and/or dangerous customers.
- Delivered exceptional customer service to diverse international passengers throughout flight duration.
- Ensured compliance with safety protocols and regulations during pre-flight, in-flight, and post-flight operations.
- Collaborated with crew members to optimize cabin service efficiency and enhance passenger experience.
- Resolved passenger concerns promptly, fostering a positive travel atmosphere and promoting brand loyalty.
- Implemented feedback mechanisms to improve in-flight services based on passenger insights and experiences.
- Resolved passenger conflicts and medical emergencies during flights.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Collaborated with fellow crew members to create a welcoming atmosphere for passengers while upholding high standards of professionalism.
- Handled emergency situations calmly and effectively, ensuring the safety of all onboard.
- Improved overall passenger satisfaction by staying alert and responsive to their needs throughout the duration of the flight.
- Elevated the overall travel experience for first-class passengers through attentive service and anticipating individual needs.
- Regularly participated in ongoing training programs to stay updated on safety procedures, customer service techniques, and airline policies.
- Maintained a clean and comfortable cabin environment throughout flights, resulting in positive feedback from passengers.
- Responded to passenger emergencies to provide first aid.
- Used excellent customer service skills in addressing passengers' needs.
Union President
American Airlines
Charlotte NC
04.2014 - 04.2021
- Led negotiations to establish fair labor agreements, enhancing employee relations and workplace satisfaction.
- Facilitated communication between union members and management, fostering transparency and collaboration.
- Advocated for employee benefits improvements, ensuring alignment with industry standards and member needs.
- Developed training programs to educate members on rights and responsibilities within the union framework.
- Collaborated with other unions on joint initiatives and shared resources, strengthening collective efforts to advance worker rights and benefits.
- Ensured compliance with relevant laws and regulations, maintaining the integrity of the union''s operations.
- Cultivated strong and transparent relationship with workplace to promote open communication about problematic issues against stated milestones and goals.
- Negotiated favorable contracts for union members, resulting in increased job security and improved working conditions.
- Directed lobbying efforts on behalf of the union to influence legislation that positively impacted workers'' rights and interests.
- Resolved grievances efficiently through mediation, arbitration, or other conflict resolution methods as needed.
- Advocated for worker rights, leading to the implementation of fair labor practices within the organization.
- Enhanced union member satisfaction by addressing concerns and implementing solutions in a timely manner.
- Presided over union meetings and promoted agendas with transparent information for union workers.
- Managed finances responsibly to ensure the long-term financial stability of the union organization.
- Prepared annual budget forecasts and monitored performance to meet organizational objectives.
Station Manager
Air Illinois
Decatur, Illinois
01.1980 - 01.1983
- Responsible for day to day airline operations in the Decatur, Illinois Station.
- Supervised, trained, and scheduled employees.
- Developed relationships with local businesses and travel agencies
- Responsible for budget and payroll for the Decatur station.
- Oversaw daily airport operations, ensuring compliance with safety regulations and company policies.
- Coordinated special events at the station location to increase brand visibility in the local community.
Tire builder, Fork Lift Operator
Firestone Tire Company
Decatur, Illinois
01.1978 - 01.1980
- Built passenger and truck tires exceeding daily building quotas.
- Operated and maintained fork lift equipment.
- Operated machinery to assemble tires efficiently and consistently.
- Mastered multiple types of equipment used in the tire-building process, increasing versatility and ability to support various stages of production as needed.
- Consistently met or exceeded tire production quotas by maintaining a strong work ethic and excellent time management skills.
- Spearheaded efforts to improve communication between shifts, resulting in seamless handoffs and enhanced overall productivity.
Education
Bachelor of Science -
Concord Law School
Los Angeles, CaliforniaB.S. - Paralegal Studies
Kaplan University
Ft. Lauderdale, FloridaA.A. Degree - Psychology
Mira Costa College
Oceanside, CaliforniaSkills
- Verbal and written communication
- Cleanliness and sanitation
- Passenger safety
- Safety procedures
- Emergency situations management
- Professional etiquette
- Schedule management
- Cross-cultural communication
- Emergency response
- Cultural sensitivity
- Medical emergency response
- Business class service
- Security awareness
- FAA regulations
- Administrative tasks
- Equipment oversight
- Social perceptiveness
- Brand promotion
- Menu presentation
- Conflict mediation
- Personal grooming
- Alcohol service
- In-flight entertainment
- Foreign currency exchange
- VIP services
- Adult AED and CPR
- Public interaction
- Company culture and values
- Strong work ethic
- Teamwork and cooperation
- Customer service
- Problem-solving
- Passenger assistance
- Hospitality service expertise
- Conflict resolution
- Emergency care
- First aid
- Flight safety
- Cultural awareness
- Stress management
Accomplishments
lobbiest and advocate for Foster Children, American Heart Association and Family Medical leave
Timeline
Union President
American Airlines
04.2014 - 04.2021
Licensed International Flight Attendant
USAirways
01.1983 - Current
Station Manager
Air Illinois
01.1980 - 01.1983
Tire builder, Fork Lift Operator
Firestone Tire Company
01.1978 - 01.1980
B.S. - Paralegal Studies
Kaplan University
A.A. Degree - Psychology
Mira Costa College
Bachelor of Science -
Concord Law School