Heidi Hernandez
Miami,FL
Summary
Accomplished Passenger Service Agent at Envoy Air in customer service operations and documentation verification. Enhanced on-time departures through efficient gate management. Proven ability to adapt quickly to changes, ensuring seamless operations. Experienced with passenger service processes, including check-in, boarding, and customer assistance. Utilizes effective communication and problem-solving skills to address passenger needs and ensure smooth operations. Knowledge of airline regulations and procedures to maintain compliance and safety.
Overview
7
7
years of professional experience
Work History
Passenger Service Agent
Envoy Air Inc.
07.2022 - Current
- Monitored security and maintained operational protocols.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Announced flight status updates and information about gate changes over PA system.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Contributed to the achievement of on-time departure goals through efficient gate management processes.
- Enhanced customer satisfaction by providing efficient check-in and boarding services.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
Cashier Assistant Manager
Total Foods
12.2019 - 06.2022
- Quickly and accurately counted drawers at start and end of each shift.
- Improved overall store cleanliness and presentation, resulting in a more welcoming atmosphere for customers.
- Restocked and organized merchandise in front lanes.
- Mentored new sales associates to contribute to store's positive culture.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Greeted customers entering store and responded promptly to customer needs.
Retail Sales Associate
Worth It
11.2018 - 07.2019
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Enhanced visual merchandising displays by arranging products strategically, attracting more customers to the store.
Education
High School Diploma -
Miami Central Senior High School
Miami, FL06-2021
Skills
- Customer service management
- Strong organization
- Passenger assistance
- Reservations
- Airline policies
- Passenger check-in
- Boarding gate procedures
- Customer service
- Problem-solving
- Active listening
- Adaptability and flexibility
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Passenger Service Agent
Envoy Air Inc.
07.2022 - Current
Cashier Assistant Manager
Total Foods
12.2019 - 06.2022
Retail Sales Associate
Worth It
11.2018 - 07.2019
High School Diploma -
Miami Central Senior High School