Heidi Tavares Serrao

• Maintain then highest standards of safety and security at all times
• Greeting arriving passengers to provide assistance and facilitate check-ins
• Inspect and verify passengers documentation
• Manage passenger baggage processing including handling and fees if applicable
• Issue boarding passes and reschedule passengers affected by flight interruptions or cancellations
• Assist passengers with self-service check-in kiosks
• Assist passengers as needed through arrival of the airport and check-in processes including support for passengers with special requirements such as unaccompanied minors (umnr), VIP passengers, Elite members (Platinum, Gold, Corporate, Premier), and passengers needed wheelchair assistance
• Make public address announcements at the boarding/holding areas as required
• Boarding Inter Island and Transpacific flights at assigned boarding gates
• Assist my fellow employees in other areas of the airport to ensure wheelchair's, strollers and gate checked bags (which are cleared through security) are made available for loading upon departure and delivery to passengers upon arrival
• Comply with all rules and regulations as well as airport authority and carrier security requirements
• Comply with Hawaiian Air Passenger Service Manual (PSM)
• Correct passenger issues in a timely and professional manner with knowledgeable and friendly service
• Maintained passenger satisfaction, developed lasting relationships with passengers that built loyalty to fly on Hawaiian Air
• Promoting positive work environment through effective communication, active engagement and hands-on assistance
• Answering passengers inquiries regarding airline offerings and services
• Applying other duties as assigned

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• Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
• Maintained consistent positive customer feedback.
• Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
• Streamlined check-in process to decrease wait times and increase customer satisfaction.
• Assisted guests with check-ins, account inquiries and any additional services needed.

• Demonstrated and clearly explained safety and emergency procedures to passengers before takeoff
• Politely greeted incoming passengers and provided direction to seat locations to facilitate boarding process
• Comforted and provided reassurance to passengers during unforeseen or stressful events, such as flight turbulence and flight delays
• Inspected interior of aircraft prior to, during, and after flights to ensure proper stowing of emergency equipment
• Promoted efficient use of storage space by instructing passengers on best methods for stowing luggage in overhead compartments and under seats
• Ensured that prompt communications were distributed between the flight deck and the cabin crew
• Served beverages, provided key information about offerings to passengers during flights.
• Promoted passenger and crew safety by maintaining airline and federal aviation regulations at all times.
• Helped guests locate seats and stow luggage in the appropriate locations.

• Provide all necessary help and support to passengers as required by our customer airlines which include check-in, baggage processing, reservations and ticketing, boarding of flights, jetway/jet bridge operations, greeting arriving passengers, handling of VIP's, provide special passenger assistance, boarding flights, with utmost courtesy, respect and friendliness to our passengers, maintaining the highest standards of safety, rule and regulations for the airline and airport

Started with the company as a Customer Service Agent from January to March, than become a Flight Attendant from March till the closure of the airlines. Performed all duties as a Customer Service Agent as well as a Flight Attendant