Jenny Gaspar
Kailua-Kona,HI
Summary
Results-oriented Manager with a background in customer service. Dedicated to pursuing effective team management and engagement. Passionate about providing customer-focused service. Accomplishments 2014 and 2015 Hawaiian Airlines KUPONO AWARD NOMINEE, Highlights Interpersonal skills Adherence to high customer service standards Strong organizational skills Conflict Resolution techniques Strong client relations GSC/CRO trained and experienced Exceptional communication skills Effective problem solver Adaptive team player Attention to detail Attentive listener Team management Follows procedures Customer focused Effective Instructor Team motivator
Overview
19
19
years of professional experience
Work History
General Manager
Hawaiian Airlines
07.2007 - 05.2022
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
Hawaiian Airlines Operations Manager
Hawaiian Airlines, San Jose Mineta International Airport
11.2015 - Current
- Responsible for managing and directing Customer Service agent team at SJC including contracted vendors
- Ensure safe practices are carried out during operation on daily basis and that company policies and procedures along with Federal and State procedures are followed
- Ensure that ground handling contract is being carried out as written and any contract violations are addressed immediately and properly
- Monitors daily performance of ramp and catering teams to ensure a safe and secure operation and corrects any actions that are averse to Hawaiian Airlines policy and procedure
- Ability to complete and submit monthly station reports in a timely manner
- Knowledge of PeopleSoft, Tap, Ultipro, Trax, SmartWorks, to carry out administrative and station management duties
- Ensures communication between SOC, airport, vendor teams and CSA during regular and irregular operations
- Ensures needs of Customer Service team are met.
Station Training Coordinator
Hawaiian Airlines, San Jose Mineta International Airport
06.2015 - Current
- Responsible for keeping track of training records for the SJC team as well as training records for the ground handling and porter vendors
- Ensures all agents and contracted ground handling vendors are certified and trained to work the Hawaiian Airlines operation.
Hawaiian Airlines Trainer
, Hawaiian Airlines, San Jose Mineta International Airport
02.2014 - Current
- Responsible for training new and current customer service agents and contracted vendor employees in Hawaiian
- Airlines regulatory material multiple times throughout year
- Ability to command and audience; effectively teach policy and regulations regarding
- Customer service skills and duties in, ACAA, Dangerous Goods Awareness, Hazard Communication, Human Factors,
- PSM/FARS, Customer Service and Security
- Responsible for detailed record keeping of student tests and rosters.
Customer Service Agent Supervisor
Hawaiian Airlines, International Airport
08.2011 - 11.2015
- Duties and abilities include but not limited to exceptional customer service; proficiency in SABRE NATIVE and
- SABRE INTERACT computing system; ability to multi task; execute effective team management; implement CRO and
- GSC training during operations; enforcement and adherence to company safety requirements; perform SAFETY RAMP
- AUDITS; compile daily operation reports; generate sales; effective team motivator; and implementation of company policy with fellow team members and customers.
Customer Service Agent
Hawaiian Airlines
11.2008 - 01.2011
- Responsibilities included knowledge of SABRE software; enforcement of company policy; ability to multi-task; ability to
- Provide exceptional customer service; ability to effectively communicate company policy and contract of carriage to customers; cash handling; and skillful time management.
Office Manager
GASPAC LLC
11.2004 - 12.2008
- Duties included conference scheduling; payroll; human resource management; accounting; billing preparation; material quotes; material pick up and drop off; project time line creation.
Education
Bachelors Degree - English Literature
Brigham Young University
2003
High School Diploma -
Mililani High School
Mililani Town, HI05.1996
Skills
- Supply Chain Distribution
- Workflow Planning
- Cost Containment
- High-Pressure Environments
- Team Leader with Focus on Team Concerns and Engagement
Timeline
Hawaiian Airlines Operations Manager
Hawaiian Airlines, San Jose Mineta International Airport
11.2015 - Current
Station Training Coordinator
Hawaiian Airlines, San Jose Mineta International Airport
06.2015 - Current
Hawaiian Airlines Trainer
, Hawaiian Airlines, San Jose Mineta International Airport
02.2014 - Current
Customer Service Agent Supervisor
Hawaiian Airlines, International Airport
08.2011 - 11.2015
Customer Service Agent
Hawaiian Airlines
11.2008 - 01.2011
General Manager
Hawaiian Airlines
07.2007 - 05.2022
Office Manager
GASPAC LLC
11.2004 - 12.2008
Bachelors Degree - English Literature
Brigham Young University
High School Diploma -
Mililani High School
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