Jhenyna Smith
Summary
Dynamic professional with extensive experience in customer interactions and issue resolution, adept at leveraging communication and empathy to cultivate strong relationships. Proven track record of maintaining high levels of customer satisfaction and loyalty through effective conflict resolution and problem-solving skills. Recognized for adaptability to evolving needs and a results-oriented mindset, consistently delivering efficient and compassionate service. Reliable team collaborator committed to achieving customer and organizational objectives through proactive engagement.
Overview
7
7
years of professional experience
Work History
Customer Service Representative/Ground Operations Agent
Sterling/Aleutian Airways
03.2025 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Greeted customers with enthusiasm, offered to take orders and fulfilled each quickly and correctly.
- Managed multiple tasks in high-volume environment.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
Ramp Service Agent
Alaska Airlines
11.2024 - 03.2025
- Loaded and unloaded luggage and freight and assisted crew and travelers with bags for over daily flights.
- Enhanced ramp safety by enforcing strict adherence to protocols and conducting regular inspections.
- Operated ground support equipment proficiently, ensuring timely completion of tasks.
- Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
- Coordinated with ramp agents to verify baggage was placed on correct outgoing flight.
- Coordinated ground crew activities to complete objectives on schedule.
- Minimized risk of damage to aircrafts by using protective measures during marshalling activities.
Ramp Supervisor
Unifi Aviation
03.2022 - 08.2024
- Leading and supervising ramp agents who are working flights for the operation; marshal in flights and pushing back flights by operating push back vehicles; in charge of making sure that the ramp agents are on time to their flights and stand by for any assistance needed by them; organizing teams to cater to inbounds and outbound of that particular shift; communicate with ops team on information of the flights coming in and out; worked closely with Alaska Airline time regarding on flight status etc.
Ticket Counter Agent
Air Canada
01.2019 - 02.2022
- Checking in passengers for Air Canada; making sure all documents meet the requirements; assist passengers with luggage when needed; handle any issues or concerns regarding their travel arrangements; relay important information on the intercom for passenger awareness.
Education
Associate of Science - Human Resources
University of Alaska Anchorage
Anchorage, Alaska01.2019
Diploma - undefined
Robert Service High School
Anchorage, Alaska01.2016
Skills
- Excellent in Microsoft Word, Excel, Power Point, Microsoft Suite Products Typing Skills: 60 wpm Bilingual:
- Fluent in Samoan And English
- Excellent customer service skills
- Public speaking, hardworking flexible, excellent problem solving skills
- Knowledgeable in office programs, file management, office procedures, group facilitation
- Excellent Business math and writing skills
Timeline
Customer Service Representative/Ground Operations Agent
Sterling/Aleutian Airways
03.2025 - Current
Ramp Service Agent
Alaska Airlines
11.2024 - 03.2025
Ramp Supervisor
Unifi Aviation
03.2022 - 08.2024
Ticket Counter Agent
Air Canada
01.2019 - 02.2022
Diploma - undefined
Robert Service High School
Associate of Science - Human Resources
University of Alaska Anchorage
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