Heather Kopenec
The Colony
Summary
Dynamic professional with a proven track record at Southwest Airlines, excelling in performance assessment and relationship building. Recognized for enhancing passenger satisfaction through exceptional service and adaptability. Skilled in multitasking and critical thinking, consistently achieving high performance ratings while maintaining confidentiality and compliance in sensitive environments.
Overview
18
18
years of professional experience
Work History
OE Evaluator
Southwest Airlines
02.2025 - Current
- Maintains a high degree of professionalism when dealing with sensitive information or challenging situations during the course of an evaluation.
- Provides quality feedback to OE candidates and OE Evaluator administrators.
Flight Attendant
Southwest Airlines
12.2017 - Current
- Demonstrates flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
- Maintains a safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations.
- Handles medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
- Enhances passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
- Contributes to company success by consistently achieving high performance ratings for customer service, teamwork, and punctuality.
- Increases customer loyalty through personalized interactions, promptly attending to concerns, and resolving issues professionally.
- Train new flight attendants, equipping them with skills needed to maintain high service standards.
Patient Care Specialists
Price Family Orthodontic
09.2017 - 11.2018
- Implemented safety protocols within the workplace to minimize risks for both patients and staff members alike.
- Enhanced patient satisfaction by providing timely and compassionate care.
- Ensured compliance with HIPAA regulations by safeguarding confidential patient information at all times.
- Provided emotional support to patients and their families during challenging moments, fostering trusting relationships throughout their healthcare journey.
- Facilitated patient education, ensuring they have a thorough understanding of their diagnoses and treatment plans.
- Developed strong rapport with both internal team members and external partners such as referring physicians or other healthcare professionals involved in a patient''s care plan.
- Reduced patient wait times by efficiently managing schedules and appointments.
- Assisted in the development of individualized care plans to address each patient''s unique needs and goals.
Office Manager and Treatment Coordinator
Wylie Orthodontics
01.2007 - 05.2015
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Implemented comprehensive training program for new hires, improving their integration into team and productivity.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
Education
Bachelor of Science - Multidisciplinary Studies
Texas Tech University
Lubbock, TX05-2002
Skills
- Performance assessment
- Teamwork and collaboration
- Feedback delivery
- Relationship building
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Critical thinking
- Organizational skills
Timeline
OE Evaluator
Southwest Airlines
02.2025 - Current
Flight Attendant
Southwest Airlines
12.2017 - Current
Patient Care Specialists
Price Family Orthodontic
09.2017 - 11.2018
Office Manager and Treatment Coordinator
Wylie Orthodontics
01.2007 - 05.2015
Bachelor of Science - Multidisciplinary Studies
Texas Tech University
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