Joy Davis
Henderson,TX
Summary
Guest-oriented Reservation Agent with advanced-level reservation and customer service skills. Proficient in effectively managing daily correspondences and operational tasks to exceed customers' expectations and expand customer base. Friendly, organized and hardworking with strong motivation for success.
Overview
19
19
years of professional experience
Work History
Airline Experience
Southwest Airlines
01.2002 - 10.2020
- Addressed passengers with warm and friendly to Southwest Airlines.
- Verified passengers ID's and all required travel documents as displayed in reservation system.
- Tag luggage within airline luggage requirements, and process charges as requirements, with passenger receiving "bag tags".
- Reliable with on time as scheduled.
- Verified that passengers had all necessary documents for a clean and easy boarding.
- Answer all passenger questions or concerns before giving directions to TSA and boarding gates areas.
- When needed, reroute passengers in inclement weather or aircraft changes. At this point, also assist with luggage move.
- Assist with booking and payment with passenger travel requests.
- Accommodate all standby travel to ensure on time departure.
- Assure all passengers are on board flight and reconcile flight numbers for appropriate passenger count on board.
- Greet and assist Pilots and Flight Attendants with standby travel or must ride travel.
- Make public announcements via PA system within airport grounds for any information pertaining to flights and or passengers.
- Assist passengers within Southwest Airline Policies, with bags, tickets, cancellation or rebooking at the gate area.
- Update passengers in boarding area of events, upgrades or incentives currently available.
- Resolve all passengers complaints within job description, and then sent complaint up to immediate supervisor.
- Deal with unhappy and aggressive passengers, to work with them to mitigate their concerns.
- Work effectively with all departments within the airport to maintain effective communication.
- Works independently and able to think quickly to resolve any problems with no to minimal supervision.
- Willingness to accept new responsibilities and additional task.
Customer Service Agent
Southwest Airlines
01.2002 - 10.2019
- Provided mental health care by administering psychotropic medications and teaching breathing exercises for anxiety issues.
- Monitored vital signs during medication administration to quickly identify complications.
- Monitored and tracked medication of patients and maintained medical equipment.
- Planned optimal meals based on established nutritional plans.
- Assessed patient needs in response to medications.
- Safely and accurately prepared all medications and sterilized products by using proper techniques.
- Documented patient intake and dietary requirements and aided with feeding and monitoring.
- Documented activities and recorded information in EMR system.
- Documented information in patient charts and communicated status updates to interdisciplinary care team.
- Monitored expiration of medications and medical supplies by checking them.
- Examined and addressed lacerations, contusions and physical symptoms to assess and prioritize need for further attention.
- Maintained medication stock and performed cleaning of patient rooms and equipment.
- Observed patient vital signs and medication reactions and reported health concerns or behavioral changes.
- Organized and administered medications on schedules to alleviate symptoms and improve quality of life.
- Prepared high-quality nutritious meals for patients to promote better overall health and improve eating habits.
- Monitored medications for patients with various conditions and kept watchful eye for side effects.
- Collected biological specimens and packaged for laboratory transport to complete diagnostic tests.
- Operated medical equipment to diagnose and treat conditions.
- Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.
Certified Nursing Assistant
Mary Bird Perkins Cancer Center
01.2010 - 12.2012
- Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
- Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
- Conducted routine checks on patient vitals, blood pressure, and heart rate.
- Managed and maintained patient rooms, shared-living areas and nursing stations.
- Rendered hands-on nursing care under direct RN supervision, adhering to medical center policies and procedures.
- Collected specimens, monitored vitals and maximized patient comfort to maintain optimal environment.
- Provided basic patient care by bathing and grooming patients, changing bedding and assisting in feeding activities.
- Collected and documented vital signs to track current patient conditions.
- Recognized and reported abnormalities or changes in patients' health status to nursing staff for immediate assessment.
- Communicated concerns regarding clients' status, care and environment to nursing supervisors, clinical care supervisors and case managers.
- Answered signal lights, bells and requests-for-service to assist patient services fulfillment.
Certified Nursing Assistant
Mary Bird Perkins Cancer Center
01.2005 - 12.2009
- Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
- Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
- Responded to patient alarms and needs-assessment requests to identify course of treatment.
- Collected specimens, monitored vitals and maximized patient comfort to maintain optimal environment.
- Provided basic patient care by bathing and grooming patients, changing bedding and assisting in feeding activities.
- Recognized and reported abnormalities or changes in patients' health status to nursing staff for immediate assessment.
Education
High School Diploma -
Fiji
2020
Certification Nursing Assistant
Lodi Career Center
Lodi, CASkills
- SIDA badge Eligible
- Customer Service-ON Site at Dallas Love Field, Dallas, Texas
- Problem Solving
- Strong Verbal Communication
- CPR certified
- Passenger rerouting during irregular operations
- Addressing and validating appropriate travel documents
- Current knowledge of TSA or FAA policies and procedures as updated as related to passenger travel
Timeline
Certified Nursing Assistant
Mary Bird Perkins Cancer Center
01.2010 - 12.2012
Certified Nursing Assistant
Mary Bird Perkins Cancer Center
01.2005 - 12.2009
Airline Experience
Southwest Airlines
01.2002 - 10.2020
Customer Service Agent
Southwest Airlines
01.2002 - 10.2019
High School Diploma -
Fiji
Certification Nursing Assistant
Lodi Career Center