CHRISANNY CARTER
Queens,NY
Summary
To apply my combined my professional experiences in aviation and safety to providing an experience that exceeds expectations.
Overview
7
7
years of professional experience
Work History
Customer Service Associate
American Airlines
12.2024 - Current
- Greeting customers when they enter the airport or arrive in the ticket area
- Monitor the ticket counter area to ensure it is in compliance with safety policies and procedures
- Assisting customers with self-service kiosk check-in and kiosk baggage processing (e.g., printing boarding passes and receipts)
- Servicing and maintaining kiosk machines (e.g., load paper, clean surfaces)
- Troubleshooting kiosk technology issues to identify the source of issues or errors
- Communicating with IT about kiosk technology issues that require additional servicing
- Verifying that customers’ carry-on baggage complies with FAA/American Airlines polices (e.g., size, quantity)
- Verifying and clearing travel documents (e.g., passports, visas) for customers traveling internationally (e.g., using the Timatic database available in the kiosk)
- Assisting customers with checked baggage processing (e.g., completing credit card transaction, self-tagging, verifying weight)
- Queuing lines in ticket counter areas based on departure times or type of assistance needed (e.g., special assistance, to reduce volume of lines or wait time)
- Accepting and activating customers’ self-tagged baggage at the activation station
- Physically moving baggage throughout the ticket counter area (e.g., move checked baggage to belt, move oversized bags to designated oversized baggage location)
- Assisting customers with checking their assistive devices, sporting equipment, and other oversized items (e.g., verify adherence to appropriate policies)
- Refer customers to customer service agents when appropriate
- Performing clearance and verification of documents at kiosks
- Assisting with the physical movement of non-ambulatory customers as they board, deplane, or otherwise move throughout the gate and larger terminal area
- Assisting unaccompanied minors with boarding, deplaning, or other transportation
- Providing customers with gate information and directions
- Performing paging activities (e.g., to announce forgotten items, to ask customers to return to locked bags) (at some airports)
- Possibly performing additional related duties as deemed operationally necessary by management consistent with the collective bargaining agreement
- Reporting to position on time, as scheduled, and at your assigned station or location, including mandatory overtime requirements, varying shifts, weekends, and holidays Complete job-relevant trainings
- Adhere to government regulations (e.g., DOT, FAA, TSA)
- Adhere to company policies, procedures, and performance standards
- Wear uniforms as required by company policy
- Provide quality customer service in a professional manner in accordance with American’s guidelines
- Use multiple internal resources/systems, including during customer interactions
Home Care Coordinator
Human Care Services
11.2022 - 12.2024
- Maintained a high level of customer satisfaction by addressing concerns promptly and professionally.
- Enhanced patient care by coordinating and scheduling home healthcare services.
- Advocated for clients'' rights throughout their interactions with healthcare professionals; ensuring they receive the appropriate levels of service according to their unique needs.
- Assisted families in understanding available resources, insurance coverage options, and financial implications related to home-based health services.
- Developed personalized care plans to address individual patient needs and preferences.
- Evaluated caregiver performance through regular assessments, providing feedback for improvement when needed.
- Upheld strict confidentiality standards while handling sensitive personal information regarding patients'' health conditions.
- Established strong relationships with local healthcare providers to enhance referral networks and expand service offerings for clients in need of home-based care solutions.
- Proactively identified potential risks or issues in the provision of home-based care, implementing corrective actions as necessary.
- Facilitated smooth transitions from hospital discharges to in-home care by coordinating necessary resources and support systems.
- Successfully negotiated client contract renewals to create increased revenue.
- Conducted regular follow-ups with patients to ensure satisfaction with provided services and address any concerns or needs.
- Streamlined communication between patients, caregivers, and medical professionals for better overall care.
- Discussed medical histories with patients in effort to provide most effective medical advice.
- Communicated with patients, ensuring that medical information was kept private.
Customer Service Representative
JetBlue
05.2022 - 03.2024
- Verify customers’ personal identification
- Tag, lift, and handle customer luggage
- Announce flight arrivals, departures, and pre-boarding information via the public address system
- Communicate with our customers to keep them constantly informed
- Offer ancillary products to our customers such as “even more speed” and “even more space”
- Coordinate various duties with coworkers and other departments to ensure proper handling of customers
- Help prepare aircraft cabin for customer boarding and departure, which includes cleaning of seats, seat-pockets, gallies, lavatories and floor
- Operation of airport equipment, e.g. customer enplaning/deplaning equipment such a Jet bridge, Turbo way, airstairs, etc.
- Assist customers with special needs, e.g. customers who need assistance in boarding
- Perform and/ or rotate through all Airport Operations related functions (gate, ticket counter, etc.)
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Passenger Service Agent
Jetway Group LLC
06.2021 - 05.2022
- Greet customers and guide and assist them with the ticketing and baggage check-in process
- Manage the check-in process, ensuring that customers have the proper documentation for travel
- Use a computer to sell, print and reissue tickets
- Tag baggage and perform lifting tasks that involve transferring baggage from scales to conveyor belts
- Several other lifting tasks will involve handling items as floor level and as high as waist level
- Practices safety-conscious behaviors in all operational processes and procedures
- Liaised with vendors and crews, including building maintenance, carpenters, phone, IT, cable, shipping, water, etc
- Use computers to assist customers with seat availability, gate announcements regarding the boarding process, flight status, checking and handling baggage, managing, and initiating the boarding process
- Operate jet ways to place them in position prior to aircraft arrival and lifting, opening, closing, and securing aircraft doors
- Practices safety-conscious behaviors in all operational processes and procedures
- Contributed to the achievement of on-time departure goals through efficient gate management processes.
- Demonstrated adaptability by adjusting quickly to changes in flight schedules or gate assignments.
- Managed ticket sales and reservation inquiries, utilizing thorough knowledge of fare structures and pricing strategies.
Passenger Service Agent
Pacific Atlantic Handling (PAH)
03.2020 - 05.2022
- Greet customers and guide and assist them with the ticketing and baggage check-in process
- Manage the check-in process, ensuring that customers have the proper documentation for travel
- Use a computer to sell, print and reissue tickets
- Tag baggage and perform lifting tasks that involve transferring baggage from scales to conveyor belts
- Several other lifting tasks will involve handling items as floor level and as high as waist level
- Practices safety-conscious behaviors in all operational processes and procedures
- Liaised with vendors and crews, including building maintenance, carpenters, phone, IT, cable, shipping, water, etc
- Use computers to assist customers with seat availability, gate announcements regarding the boarding process, flight status, checking and handling baggage, managing, and initiating the boarding process
- Operate jet ways to place them in position prior to aircraft arrival and lifting, opening, closing, and securing aircraft doors
- Practices safety-conscious behaviors in all operational processes and procedures
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Contributed to the achievement of on-time departure goals through efficient gate management processes.
- Demonstrated adaptability by adjusting quickly to changes in flight schedules or gate assignments.
- Increased overall efficiency by cross-training in various roles within the airport terminal operations team.
Passenger Service Agent
Global Aircraft Dispatch
02.2019 - 07.2021
- Greet customers and guide and assist them with the ticketing and baggage check-in process
- Manage the check-in process, ensuring that customers have the proper documentation for travel
- Use a computer to sell, print and reissue tickets
- Tag baggage and perform lifting tasks that involve transferring baggage from scales to conveyor belts
- Several other lifting tasks will involve handling items as floor level and as high as waist level
- Practices safety-conscious behaviors in all operational processes and procedures
- Liaised with vendors and crews, including building maintenance, carpenters, phone, IT, cable, shipping, water, etc
- Use computers to assist customers with seat availability, gate announcements regarding the boarding process, flight status, checking and handling baggage, managing, and initiating the boarding process
- Operate jet ways to place them in position prior to aircraft arrival and lifting, opening, closing, and securing aircraft doors
- Practices safety-conscious behaviors in all operational processes and procedures
- Contributed to the achievement of on-time departure goals through efficient gate management processes.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Demonstrated adaptability by adjusting quickly to changes in flight schedules or gate assignments.
- Increased overall efficiency by cross-training in various roles within the airport terminal operations team.
- Improved language interpretation support for international travelers by leveraging multilingual abilities when necessary.
Home Health Aide
Signature Care
10.2018 - 07.2021
- Improved patient well-being by providing compassionate and attentive personal care services.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Assisted patients in maintaining mental wellness through engaging conversation and social interaction during visits.
- Supported patients'' daily living activities such as bathing, dressing, grooming, and meal preparation to promote independence.
- Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
- Built strong relationships with patients and their families through open communication and empathetic listening skills.
- Maintained a clean, safe home environment for patients through regular housekeeping tasks and adhering to hygiene protocols.
- Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
- Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
- Maintained a clean and safe home environment for patients, reducing falls and accidents.
- Assisted clients with daily living activities, enhancing their independence and quality of life.
JFK Passenger Service Representative
Alstate Maintenance
05.2018 - 02.2020
- Ensure passengers head to the right area of inspections upon arrival
- Sort passengers according passport variation
- Ensure passengers embark and disembark aircraft safely
- Assist passengers in using the kiosk
- Assist passenger with kids and toddlers
- Assist passengers with disabilities
- Developed and implemented strategies to minimize customer wait times.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
Education
Nursing -
Fordham Institute Nursing School
Queens, NY05.2018
Liberal Arts Studies -
Knox Community College
Spalding Jamaica09.2017
Advance Regents Diploma -
Spalding High School
Spalding Jamaica09.2015
Skills
- Exceptional Customer Service
- Communication
- Organization
- Managerial Skills
- Aviation
- Airport Codes
- Airport Terminology
- Federal Aviation Regulation
- Safety Orientation
- General Airport Systems
- Personalized Airport Systems
- Saber
- Amadeus
- Native Screens
- Turkish Airline Systems
- Eastern Airline Systems
- DNata
- Organizational Skills
- Analytical Skills
- Interpersonal Skills
- Windows
- MAC
- Expert Typing Skills
- Microsoft Office Suite
- Google Suite
- Leadership
- Process Improvement
- Cross-Functional Collaboration
- Time Management
- Internet Research
- Social Media Savvy
- Customer service
Timeline
Customer Service Associate
American Airlines
12.2024 - Current
Home Care Coordinator
Human Care Services
11.2022 - 12.2024
Customer Service Representative
JetBlue
05.2022 - 03.2024
Passenger Service Agent
Jetway Group LLC
06.2021 - 05.2022
Passenger Service Agent
Pacific Atlantic Handling (PAH)
03.2020 - 05.2022
Passenger Service Agent
Global Aircraft Dispatch
02.2019 - 07.2021
Home Health Aide
Signature Care
10.2018 - 07.2021
JFK Passenger Service Representative
Alstate Maintenance
05.2018 - 02.2020
Nursing -
Fordham Institute Nursing School
Liberal Arts Studies -
Knox Community College
Advance Regents Diploma -
Spalding High School
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