Jean Serbantez-Reilly
Cypress
Summary
With over 35 years of airline experience, I have had the pleasure of doing many job functions. I have worked Lobby, Gates, Baggage Service, PPBM, AOD, CSP. While on the ramp, I worked all positions from Wide Body cargo loaders, Towing and Brake Riding to lavs and water. As a Station Training Coordinator, I trained in all aspects both above the wing and below. I have always adapted to new surroundings and positions and I am a quick learner. I work well with others; and being Bilingual, I have a sense of great satisfaction when I can help those where English is not their first language.
Overview
36
36
years of professional experience
Work History
Customer Service Team Lead
United Airlines
IAH
03.2025 - Current
- Led customer service team in delivering exceptional passenger support.
- Resolved escalated customer issues with professionalism and efficiency.
- Monitored service quality to ensure compliance with company standards.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
Customer Service Agent
United Airlines
IAH
03.1995 - Current
- Customer Service Agent
- Operations Agent
- Ramp Service Agent
- Station Training Coordinator
- Service Director/Lead
- Upgrade Supervisor
- Station Scheduler
Customer Service Standard Lead
United Airlines
IAH
05.2025 - 05.2026
- Mentor and coach Customer Service Agents while promoting United Airlines' operational and customer service metrics
- Provide leadership, guidance, and real-time support to ensure safe, efficient, and on-time departures
- Serve as a Customer Service Team Lead supporting routine and quick-turn flight operations
- Serve as a resource for agents by providing coaching,leadership and operational support
Customer Service Representative
United Airlines
AUS
09.1990 - 03.1995
- Managed all aspects and jobs of a Line Station Employee.
- Lobby
- Gates
- Baggage Service
- Ramp
Skills
- Aero
- Jet
- Shares
- Volare
- BART
- Map
- Kiosk
- Interpreter-Spanish
- Jet Bridge
- Unimatic
- Baggage Resolution
- PPBM
- Agent on Demand
- CSP
- Discovery
Languages
- English
- Spanish
Timeline
Customer Service Standard Lead
United Airlines
05.2025 - 05.2026
Customer Service Team Lead
United Airlines
03.2025 - Current
Customer Service Agent
United Airlines
03.1995 - Current
Customer Service Representative
United Airlines
09.1990 - 03.1995