Holly Ehlinger
Manhattan
Summary
Dynamic customer service professional with a proven track record at Envoy, excelling in passenger assistance and conflict resolution. Known for exceptional communication and strong empathy, I effectively enhanced customer loyalty. Detail-oriented and adaptable, I thrive in fast-paced environments, ensuring seamless travel experiences while adhering to airport procedures.
Experienced with handling passenger inquiries, ticketing, and baggage issues. Utilizes communication and problem-solving skills to ensure seamless travel experiences. Track record of maintaining composure and professionalism in high-pressure environments.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Service Agent
Envoy
08.2023 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
- Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
- Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.
- Ensured passenger safety by strictly adhering to all airport security protocols and procedures.
- Enhanced customer satisfaction by providing timely and accurate flight information.
- Handled disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
- Resolved customer complaints and concerns professionally, resulting in increased customer loyalty.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Paraprofessional
Manhattan-Ogden Unified School District 383
01.2023 - 06.2023
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Improved classroom management by assisting teachers with behavioral interventions and monitoring student progress.
- Supervised students during non-instructional periods such as lunch, recess, or field trips, ensuring safety at all times.
- Enhanced student support by delivering one-on-one and small group assistance in various subjects.
- Supported special education teachers in implementing accommodations and modifications for students with diverse learning needs.
- Implemented behavior management techniques effectively to maintain a structured learning environment conducive to student success.
- Assisted classroom teacher in supervising snack time and indoor and outdoor play.
- Provided one-on-one support to students with special needs, fostering supportive learning environment.
Referral Specialist
Associated Urological Specialists
07.2022 - 01.2023
- Called insurance companies to get precertification and other benefits information on behalf of patients.
- Collaborated with healthcare providers to ensure accurate and complete referral information, improving patient care coordination.
- Streamlined referral processes for increased efficiency, resulting in timely appointments for patients.
- Verified insurance benefits and eligibility for [Type] procedures before referring clients.
- Coordinated with medical staff and patients to find cost-effective options for services.
- Scheduled appointments with specialists on behalf of clients.
- Managed high-volume referral requests by prioritizing tasks and maintaining organized records.
Paraprofessional
Shawnee Heights USD 450
09.2019 - 07.2022
- Developed strong rapport with students by demonstrating empathy, patience, and understanding during daily interactions both inside and outside the classroom setting.
- Managed challenging behaviors using de-escalation techniques to maintain a safe and productive learning environment for all students involved.
- Assisted in the implementation of effective behavior management techniques, resulting in a more focused and positive classroom environment.
- Collaborated with teacher to create customized classroom environment integral to students' needs.
- Monitored student classroom and outdoors activities to promote student safety.
- Maintained positive attitude and affirmatively communicated with each student.
- Interacted physically and verbally with students throughout each day.
- Offered student support through special accommodations, extra assistance, and assessments.
- Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
- Participated in ongoing professional development opportunities to stay current on best practices in special education instruction and support services.
- Supported students with various disabilities through one-on-one tutoring sessions, improving their understanding of course materials and concepts.
- Documented student behaviors, interventions, and outcomes to enable lead teacher to address pertinent issues.
- Encouraged students to participate in school activities and programs to promote well-roundedness and increase confidence.
- Facilitated social skills development through targeted group activities, promoting positive peer relationships and increased self-confidence among special education students.
Medical Assistant
Topeka ENT
06.2020 - 08.2021
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
Home Health Aide
Caregivers Home Health Care
05.2012 - 09.2019
- Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
- Maintained a clean and safe home environment for patients, reducing falls and accidents.
- Assisted clients with daily living activities, enhancing their independence and quality of life.
- Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Improved patient well-being by providing compassionate and attentive personal care.
- Assisted with meal planning and preparation according to dietary restrictions, meeting nutritional needs while adhering to personal preferences.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Monitored client health by performing routine pulse, temperature and blood pressure checks.
- Completed thorough documentation of patient care activities, maintaining accurate records for effective communication amongst the healthcare team.
Certified Nursing Assistant
St Francis Hospital
09.2005 - 09.2011
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
Education
No Degree - Pre Nursing
Kansas State University
Manhattan, KSNo Degree - Pre Nursing
Crowder College
Neosho, MONo Degree - Pre Nursing
Washburn University of Topeka
Topeka, KSNo Degree - Nursing
Allen County Community College
Burlingame, KSNo Degree - Nursing
Highland County Community College
Wamego, KSHigh School Diploma -
Manhattan High School
Manhattan, KS05-1994
Skills
- Customer relations
- Baggage handling
- Airport procedures
- Strong empathy
- Stress tolerance
- Exceptional communication
- Travel documentation
- Ticketing systems
- Customer service
- Critical thinking
- Decision-making
- Creative thinking
- Passenger assistance
- Problem-solving
- Special needs assistance
- Group travel
- Boarding pass assignment
- Baggage handling procedures
- Detail-oriented
- Flexible schedule
Certification
- HHA - Home Health Aide
- CNA - Certified Nurse Assistant
Languages
English
Full Professional
Timeline
Customer Service Agent
Envoy
08.2023 - Current
Paraprofessional
Manhattan-Ogden Unified School District 383
01.2023 - 06.2023
Referral Specialist
Associated Urological Specialists
07.2022 - 01.2023
Medical Assistant
Topeka ENT
06.2020 - 08.2021
Paraprofessional
Shawnee Heights USD 450
09.2019 - 07.2022
Home Health Aide
Caregivers Home Health Care
05.2012 - 09.2019
Certified Nursing Assistant
St Francis Hospital
09.2005 - 09.2011
No Degree - Pre Nursing
Kansas State University
No Degree - Pre Nursing
Crowder College
No Degree - Pre Nursing
Washburn University of Topeka
No Degree - Nursing
Allen County Community College
No Degree - Nursing
Highland County Community College
High School Diploma -
Manhattan High School