CECILY BORJON
Deltona,FL
Summary
Experienced Passenger Service Supervisor adept at training, scheduling and leading team members to provide exceptional support. Investigates and resolves routine and complex passenger and service issues independently. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Well-qualified team lead familiar with skills and abilities needed to succeed. Possessing strengths in task prioritization and customer service. Ready to leverage training and experience to take on new professional challenges. Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
14
14
years of professional experience
Work History
Passenger Service Supervisor
Sanford Airport Authority
02.2024 - 08.2024
- Streamlined boarding processes for a smoother travel experience, reducing wait times and increasing customer satisfaction.
- Evaluated employee performance regularly, providing constructive feedback and growth opportunities as needed for continued development within the team.
- Assisted passengers with special needs or requests, providing personalized attention to ensure their comfort during travel.
- Maintained open communication channels between management and staff members to address concerns proactively before they impacted operations or customer experiences negatively.
- Managed team member schedules and work assignments.
- Hired, trained, and motivated employees to provide exceptional passenger care and support.
- Oversaw ticketing, gate and ramp services.
- Announced flight status updates and information about gate changes over PA system.
- Maintained and completed administrative records and documents to meet company requirements.
- Ensured compliance with airline policies and procedures, maintaining safety standards throughout the terminal.
- Conducted regular staff training sessions for continuous improvement in customer service skills and knowledge of airline procedures.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Collaborated with airline personnel to facilitate seamless coordination between departments.
Lead Passenger Service Agent
OSI
09.2019 - 02.2024
- Passenger service agent
- Check in, booking flights, reschedule reservations
- Current position lead passenger service agent
- Closing our flights making sure flights are closing on time
- Printing daily manifests, Daily tasks sheets
- Also a flight controller for two international airlines within the airport
- Mentored junior staff members on effective problem-solving techniques, fostering an atmosphere of continuous learning within the team.
- Tagged baggage and routed to appropriate location for loading and screening.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Assisted in recruiting top talent for the team, leading to increased productivity and enhanced customer satisfaction levels.
- Provided exceptional customer service by promptly resolving issues related to ticketing, baggage, and travel arrangements.
Assistant Store Manager
Subway
12.2017 - 07.2019
- Assistant Store manager
- Ran inventory, made team schedules, delivery orders, daily cash deposits
- Daily store reports
- Nightly and morning Store opening
- Key holders
- Training new hires
- Hiring processes
Sandwich Artist
Subway
09.2012 - 07.2017
- Main closing team lead
- Weekly inventory, key holder, 2nd assistant manager
- Closed out POS systems
Cashier Team Lead
Dollar General
02.2011 - 09.2012
- Team lead
- Ran cashier
- Stocked shelves
- Nightly closing routines
Education
High School Diploma -
Laporte high school
Laporte, InSkills
- Cash register operation
- Customer service
- Cash reconciliation
- Customer flow monitoring
- Drawer balancing
- Cashier assessment
- Cashier training
- Employee training
- Supply restocking
- POS systems
- Customer service excellence
- Retail operations
- Cash handling
- Microsoft Word
- Type 60 wpm
- Upselling
- Restock products
- Merchandise restocking
- Product recommendations
- Customer Service Management
- Staff Training and Development
- Team Management
- Departures management
- Strong leadership
- Motivating employees
Timeline
Passenger Service Supervisor
Sanford Airport Authority
02.2024 - 08.2024
Lead Passenger Service Agent
OSI
09.2019 - 02.2024
Assistant Store Manager
Subway
12.2017 - 07.2019
Sandwich Artist
Subway
09.2012 - 07.2017
Cashier Team Lead
Dollar General
02.2011 - 09.2012
High School Diploma -
Laporte high school
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