Gloria Baskerville
Lake Balboa,CA
Summary
#readytowork Authorized to work in the US for any employer
Overview
18
18
years of professional experience
1
1
Certification
Work History
Premium Services Representative
American Airlines
07.2021 - Current
- Serves as an ambassador of American Airlines to provide superior hospitality, excellent customer service, extensive ticketing and problem resolution for the airline’s most valuable customers in all areas covered by the Premium Customer Services organization. Provides enhanced, extraordinary services in a positive, enthusiastic, courteous and friendly manner to all customers and guests.
Expeditor Agent
Envoy Air
01.2021 - 07.2021
- Ensured contact was maintained with the Bagroom Supervisor regarding operational items. Rerouted and/or re-tagged misconnected bags, investigated untagged bags and identified bags that were not sorted or not loaded. Processed Baggage Change Orders in a timely manner, monitored bag belts for unauthorized items. Communicated with Passenger Services and Crew Chiefs regarding re-routed bags. Followed up with other stations to locate delayed baggage.
Customer Service Supervisor-American Airlines
GAT Airline Ground Support
11.2018 - 01.2020
- Was responsible for supervising all functions of the airline customer service operations, which included, but were not limited to auditing flight paperwork to ensure compliance, completed personnel evaluations on leads and trainers.
- Assigned vacant shifts to new hires, participates in employee disciplinary measures and ensured counseling was documented.
- Provided general information to passengers, gave directions and flight information.
- Provided monitoring of the local baggage claim areas (carousels) as assigned, removed unclaimed baggage from carousel and assisted agents in securing bags.
- Scanned all bags in the claim area within 15 mins from carousel removal
- Assisted customers with their baggage in any airport area.
- Able to recognize and enforce in the hazmat/dangerous goods program of the customer airline(s) concerning checked baggage.
- Carried out other duties as assigned.
- Attended safety meetings, team meetings, etc., and other airport forums.
- Handled all location personnel functions, ensuring proper personnel coverage on a daily basis.
- Served as the liaison with airline customers as well as local airport authorities.
Production Assistant
Bounce/AEG
11.2010 - 10.2018
- Provided administrative and backup support to the production team by composing and preparing documents, maintaining calendars, and placing orders.
- Researched and gathered materials and information necessary for the preparation and execution of the production process.
- Developed and maintained planning systems and project tracking systems for daily, weekly, and monthly project management.
- Assisted with the day to day running of various departments and managed established schedules.
- Provided pre and post production assistance to production staff by preparing proposals and conducting business development.
- Escorted Talent and guests to and from events/performances.
- Assisted in crowd control during events/performances.
Clinic Manager
Massage Envy
09.2017 - 02.2018
- Oversaw and managed daily operations of the franchised location.
- Ensured that excellent service was consistently delivered to members and guests.
- Assisted franchise owners in setting and achieving membership and retail sales and profitability goals and partnered with franchise owners to regularly monitor progress against goals.
- Managed staff, trained, monitored, and coached the performance of Sales Associates.
- Established and monitored staff work schedules and managed human resource functions, where assigned including: interviewing, hiring, training, performance evaluations, conducted staff meetings, resolved concerns and disputes, payroll processing, disciplining and terminating employees as well as all associated record keeping.
- Managed key business operations including: inventory, bank deposits and marketing. Maintained a professional, clean, and safe environment for employees, members and guests, and developed a culture in the franchised location that embraced and reflected the Massage Envy brand's core values of optimism, gratitude, excellence, consistency and empathy.
Center Manager
European Wax Center
02.2016 - 03.2017
- Maintained the center's organization, appearance and cleanliness
- Communicated with Franchisee and members of the Regional and Corporate Teams
- Recruited, hired, and developed associate team and tracks performance of each team member
- Monitored and maintained inventory of center
- Ensured that the guests remained the top priority through service and sales
- Organized, delegated, prioritized, met deadlines and followed up on all store activities and staff evaluations.
- Challenged and motivated team, while building a strong and positive culture.
Clinic Manager
Massage Envy Spa
08.2014 - 02.2016
- Oversaw and managed daily operations of the franchised location.
- Ensured that excellent service was consistently delivered to members and guests.
- Assisted franchise owners in setting and achieving membership and retail sales and profitability goals and partnered with franchise owners to regularly monitor progress against goals.
- Managed staff, trained, monitored, and coached the performance of Sales Associates.
- Established and monitored staff work schedules and managed human resource functions, where assigned including: interviewing, hiring, training, performance evaluations, conducted staff meetings, resolved concerns and disputes, payroll processing, disciplining and terminating employees as well as all associated record keeping.
- Managed key business operations including: inventory, bank deposits and marketing. Maintained a professional, clean, and safe environment for employees, members and guests, and developed a culture in the franchised location that embraced and reflected the Massage Envy brand's core values of optimism, gratitude, excellence, consistency and empathy.
Airport Customer Service Agent
JetBlue Airways
01.2008 - 01.2009
- Maintained, prepared and cleaned aircraft for daily departures.
- Assisted in security procedures for the TSA (Transportation Security Administration).
- Provided customer service by checking and handling baggage for passengers.
- Performed security check of aircraft prior to departure.
- Delivered gate announcements and boarded passengers onto aircraft.
- Prepared daily flight reports and assured delivery of mishandled baggage to passengers.
Education
Certified Massage Therapist - undefined
California Healing Arts College
Los Angeles, CAAssociate - Music
Santa Monica College
Santa Monica, CA06.1987
High school or equivalent - Music
Beverly Hills High School
Beverly Hills, CA06.1985
Skills
- Customer service (10 years)
- Microsoft Word (10 years)
- Microsoft Office (10 years)
- Executive administrative support
- Negotiation (10 years)
- Sales (10 years)
- MacOS
- Spanish Microsoft Office
- SharePoint
- Guest services
- Call center
- Front desk
- Aviation (10 years)
- Team management
- Communication skills (10 years)
- Computer skills (10 years)
- Spanish (10 years)
- Public speaking (10 years)
- Filing (10 years)
- Event coordination
- Computer operation
- Windows
- Outdoor work
- DOT (Department of Transportation) regulations
- Grammar Experience
- Managerial strategic planning
- Supervising experience (10 years)
- Microsoft Excel (10 years)
- Math
- Time management (10 years)
- Facebook, LinkedIn, Twitter, BlogSpot; Brand Marketing; and Business Development
- Bilingual
- Phone etiquette (10 years)
- Typing (10 years)
- Climbing
- Contracts
- Word processing
- Technical Proficiency
- Data entry (10 years)
- Process improvement
- Computer literacy (10 years)
- Organizational skills (10 years)
- Word, Excel, PowerPoint, Outlook, Outlook Calendar; Adobe PDF; Social Media
- English (10 years)
- Hotel experience
- Employee relationship building
Certification
- Driver's License May 2023 to June 2028
- Passenger Endorsement
Languages
Spanish - Intermediate
Timeline
Premium Services Representative
American Airlines
07.2021 - Current
Expeditor Agent
Envoy Air
01.2021 - 07.2021
Customer Service Supervisor-American Airlines
GAT Airline Ground Support
11.2018 - 01.2020
Clinic Manager
Massage Envy
09.2017 - 02.2018
Center Manager
European Wax Center
02.2016 - 03.2017
Clinic Manager
Massage Envy Spa
08.2014 - 02.2016
Production Assistant
Bounce/AEG
11.2010 - 10.2018
Airport Customer Service Agent
JetBlue Airways
01.2008 - 01.2009
Certified Massage Therapist - undefined
California Healing Arts College
Associate - Music
Santa Monica College
High school or equivalent - Music
Beverly Hills High School