Felicia Centracchio
United Airlines - Lead Ramp Service Trainer
Strasburg,CO
Summary
- Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
34
34
years of professional experience
5
5
years of post-secondary education
Work History
Denver Station Trainer
United Airlines
Denver, CO
12.2018 - Present
- Delivered robust training courses via variety of methods, including classroom, e-learning programs and extensive on the job training.
- Trained and mentored new personnel hired to fulfill various roles.
- Verified long-term staff excellence by implementing updated and continuous training initiatives such as online modules, interactive programs and on the job training.
- Developed and implemented updating training programs for over 1500 employees.
Lead Ramp Serviceman
United Airlines
Denver, CO
10.1994 - Present
- Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
- Loaded and unloaded all cargo, including luggage and freight, and assisted crew and travelers with bags for over 400 daily flights.
- Coordinated with ramp agents to verify baggage was placed on correct outgoing flight.
- Coordinated all ground crew activities to complete objectives on schedule.
- Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency.
- Performed mathematical functions to interpret aircraft weight and balance loading instructions.
- Worked flexible hours; night, weekend, and holiday shifts.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Reservations Sales Agent
United Airlines
Denver, CO
10.1987 - 10.1994
- Provided customers with information about availability and pricing.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Resolved various issues and discrepancies for customers.
- Assisted customers with making reservations and entered reservation details into computer system.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Handled billing information over phone.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Helped customers make accommodations to fit needs by suggesting different amenities and packages for individual circumstances.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
Education
Airline Associates Degree in Travel And Tourism - Airline Occupations
01.1986 - 06.1987
- Job-related courses: Airline travel management, tourism,reservations and sales and all departments within airline operation.
Airline Occupation Degree - Airline Occupations
09.1984 - 06.1985
High School Diploma -
06.1982 - 06.1985
Skills
Assignment Delegation
Group Discussion Facilitation
Class Scheduling
Decision Making
Problem Solving
Relationship Building
Individualized Instruction
Coaching and Development
Critical Thinking
Microsoft Office
Group Instruction
Compliance Training
Employee Relations
Timeline
Denver Station Trainer - United Airlines
12.2018 - Present
Lead Ramp Serviceman - United Airlines
10.1994 - Present
Reservations Sales Agent - United Airlines
10.1987 - 10.1994
Boyd School - Airline Associates Degree in Travel And Tourism, Airline Occupations
01.1986 - 06.1987
Parkway West Technical School - Airline Occupation Degree, Airline Occupations
09.1984 - 06.1985
Chartiers Valley High School - High School Diploma,
06.1982 - 06.1985