Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Certification
Timeline
Generic

Crystal Gray

Euless,TX

Summary

Detail-oriented Corporate Instructor with outstanding knowledge of curriculum design and a deep understanding of Airport Customer Service. Reliable, positive, and effective leader with valuable experience in training and mentoring employees to promote a culture of collaboration and continuous improvement. Expert in leadership and QIK use.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Instructor, Airport Customer Service Training

American Airlines
05.2017 - Current
  • Conducted Airport Customer Service, Ground Security Coordinator (GSC), Complaint Resolution Official (CRO), Baggage Service Agent, QIK Basic for Airport Leaders, Jetbridge, Transfer Assist, Customer Service Manager (CSM) Playbook, International Customer Service Agent, and Customer Assistance Representative classes.
  • Applied various teaching aids to minimize learning gaps and instruct and motivate students.
  • Created guides and course materials to reiterate lecture information and help students.
  • Collected, analyzed, and tracked data on learners progress using Microsoft Office tools such as Excel,Powerpoint, Word, and Outlook to update and enhance learning plans.
  • Used learning assessments to regularly monitor student understanding of class concepts and materials.
  • Tracked student progress, frequently checking in with struggling students and identifying root causes of problems.
  • Emphasized safe working and classroom conditions and practices.
  • Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.

Passenger Service System (PSS) Trainer

American Airlines
10.2015 - 05.2017
  • Collaborated with corporate training personnel in development and delivery of high profile PSS Training programs for front line customer service agents.
  • Provided consistent, energetic, and positive image while incorporating corporate policy and procedures as well as technical applications.
  • Managed classroom expectations, created learning aids and various training styles to meet needs of diverse audiences.

Airport Customer Service Agent

US Airways
09.2007 - 10.2015
  • Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
  • Resolved customer service problems, i.e, service failures, special needs.
  • Supervised customer service agents on ticket counter and gate functions.
  • Established and updated work schedules to account for changing staff levels and expected workloads.

Customer Service Agent

America West Airlines
02.2004 - 09.2007
  • Used airline computer system to create airline tickets and boarding passes.
  • Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Education

High School Diploma -

Mayfair High School
Bellflower, CA
06.1997

Skills

  • Classroom management
  • Student counseling
  • Curriculum Development
  • Verbal and writing communication
  • Leadership training
  • Virtual Learning Management
  • Critical thinking
  • Personnel training and development
  • Microsoft Outlook, Word and Excel
  • Excellent time management skills
  • Training and mentoring
  • Effective problem solver

Accomplishments

  • Created the Customer Care Return to Work course for airport customer service agents.

Affiliations

  • Member of Black Professional Network Employee Business Resource Group
  • Member of Professional Women in Aviation Employee Business Resource Group

Certification

  • Association for Talent Development: ACE Facilitator Certificate

Timeline

Instructor, Airport Customer Service Training

American Airlines
05.2017 - Current

Passenger Service System (PSS) Trainer

American Airlines
10.2015 - 05.2017

Airport Customer Service Agent

US Airways
09.2007 - 10.2015

Customer Service Agent

America West Airlines
02.2004 - 09.2007

High School Diploma -

Mayfair High School

Similar Profiles

CREATE PROFILE
Crystal Gray