JAMIE KORANDO
Costa Mesa,CA
Summary
Motivated airport operations supervisor and multitasking expert with high attention to detail and customer driven focus. Effective communicator and leader. Offering 10 years of progressive experience in the aviation industry.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Supervisor Customer Service
Southwest Airlines
07.2022 - Current
- Works in a fast-paced environment across multiple departments to ensure station goals of EMOs, turn compliance and MBR are achieved.
- Drives overall performance by forecasting the daily operation.
- Fosters positive employee morale with open and honest communication, feedback and coaching.
- Manages employees' daily assignments, keeping in mind departmental work hour goals and fiscal impact to the station, union contracts and overall operational needs.
- Write a monthly DOT newsletter which includes company and station metrics and friendly reminders on fostering positive customer engagement.
Customer Service Agent
Southwest Airlines
05.2022 - 06.2023
- Fosters positive relationships with internal and external customers. Handles all aspects of airport navigation from point of entry to point of exit.
- Manages challenging issues related to flight oversells, denied boarding, IROPS and lost luggage.
- Works in a cooperative spirit to ensure station goals of EMO's, turn compliance and MBR are achieved.
- Strong desire to learn all aspect so local operation. Completed multiple DITF to better understand the overall operation at my station.
Passenger Services Supervisor
Airport Terminal Services, ATS
09.2017 - 05.2022
- Manage team member work assignments. Coordinating across multiple teams, multiple airlines in fast paced environment to ensure safety of passengers and employees.
- 95% of flights depart on-time which exceeds industry average.
- Complaint Resolution Officer confident in resolving escalated passenger concerns related to airport navigation, ADA compliance and in-flight operations, exercising strengths in conflict negotiation in event of non-compliance.
- Complete daily logs, reports and files to maintain Federal Secure Flight and airport policies and procedures.
- Ground Security Coordinator knowledgeable of all airline policies to instill customer confidence and safety throughout airport.
- Participates in airport focus group to improve airport amenities and services offend to employees, passengers and airport guests.
- Supports VIP and high-profile passengers as a member of the Airport Butler Concierge team. Demonstrating excellence in customer service by identifying proactive, innovative solutions to unique guest concerns.
Education
Bachelor of Arts - Communication, Interpersonal/Organizational Communications
Eastern Illinois University
Charleston, IL05.2000
Associate of Science - Business Administration
LAKE LAND COMMUNITY COLLEGE
Mattoon, IL05.1993
Skills
- Goals and performance
- Leadership
- Operations management
- Verbal and written communication
- Multitasking abilities
- Customer Service
- Customer relations specialist
Affiliations
- Civil Air Patrol – 2017 – Present 2nd Lieutenant Member of Women in Aviation - Ronald McDonald House of Orange County & Los Angeles
Additional Information
Kronos, QuickBase, SmartSuite, OpsSuite, UltiPro, SAP Concur, When2Work, ADP Workforce, Nova Time, Go Now, Skyspeed, Net Tracer, Navataire, UltiPro, ADP, Zoom, Canvas, Microsoft Teams, Excel, Word, PowerPoint.
Certification
- Business Administration Certification - June 2021
Timeline
Supervisor Customer Service
Southwest Airlines
07.2022 - Current
Customer Service Agent
Southwest Airlines
05.2022 - 06.2023
Passenger Services Supervisor
Airport Terminal Services, ATS
09.2017 - 05.2022
Bachelor of Arts - Communication, Interpersonal/Organizational Communications
Eastern Illinois University
Associate of Science - Business Administration
LAKE LAND COMMUNITY COLLEGE