Heidi Ako
Envoy Air Inc an American Airlines Company Group
Kailua-Kona,HI
1
Certification
4
years of professional experience
Dynamic customer service professional with a proven track record at Envoy Air Inc, excelling in problem resolution and customer relations. Recognized for enhancing passenger experiences and effectively managing escalations, while training staff to uphold high service standards. Strong communicator with exceptional attention to detail, consistently achieving performance metrics.
Work History
Manager
3 Years 9 Months- Assisted passengers with check-in procedures, enhancing overall travel experience and satisfaction.
- Handled ticketing issues and rebooking processes efficiently, providing solutions to complex travel scenarios.
- Collaborated with team members to resolve customer complaints, maintaining a positive service environment.
- Monitored flight schedules and updates, proactively communicating changes to affected passengers.
- Trained new staff on customer service protocols and company policies, fostering team efficiency.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers and team members .
- Effectively managed escalations from dissatisfied customers, working closely to ensure timely resolutions that maintained brand reputation.
- Demonstrated high attention to detail, organization and management of multiple tasks simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues as well as any other issues.
- Maintained a high level of professionalism when interacting with customers and my team, ensuring positive experiences everyday.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
Customer Service Agent
1 Year 11 Months- Provided exceptional customer service by addressing inquiries and resolving issues efficiently.
- Assisted in managing passenger check-in processes, ensuring smooth operations at the airport.
- Collaborated with team members to maintain high standards of customer satisfaction and support services.
- Utilized airline reservation systems to manage bookings and reroute passengers as needed.
Education
High School Diploma
No Degree - Nutritional Science
Skills
Customer service
Data entry
Problem solver
Outstanding communication skills
Empathetic and genuine
Customer complaint resolution
Customer relations
Certification
Airline Operation Coordinator
Ground Security Coordinator
Timeline
Manager
Envoy Air Inc an American Airlines Company Group
10.2022 - CurrentRead More
Customer Service Agent
Envoy Air Inc an American Airlines Company Group
10.2022 - 09.2024Read More
Canada College
No Degree from Nutritional Science
Read More
Konawaena High School
High School Diploma
Read More