Juanita Horta
Chicago Heights,IL
Summary
To obtain a full time position where I can use my skills and experience to grow within a company; to pursue a long-term position that will enhance a company’s mission and goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Passenger Service Supervisor
Envoy Air
2017.01 - Current
- Supervise4-10 active arrival/departure gates and4-15 employees
- Assist employees with complicated departures
- Communicate and resolve issues with irate passengers
- Communicate with Operations, Crew, Maintenance, and other airline departments
- Oversee completion of all arrivals and departures
- Investigate Delays
- Prepare, process, and complete flights: SABRE Software/QIK Software
- Reroute passengers/Resolve ticket issues
- Arrange for special service assistance
- Communicate with other departments to ensure an on-time departure
- Supervise multiple arrival/departure gates
- Knowing how to de-escalate and handle situations with irate passengers
- Knowing how to communicate with passengers when dealing with delayed departure flights
- Oversee departures and arrivals completion
- Coordinate the day to day station operations by leading and organizing the activities of agents/clerks to ensure a safe working environment and on time dependability
- Conduct agent audits and observations
- Investigates and resolves operational issues as well as customer service issues
- Participants in observation conference calls, station audits and prepares various reports
- Monitored security and maintained operational protocols.
- Oversaw ticketing, gate and ramp services.
- Processed customer payments and enforced compliance with financial regulations.
- Monitored and processed ticket sales, refunds and upgrades to meet diverse passenger needs.
- Promoted a culture of teamwork among staff members by organizing team-building activities and encouraging open communication within the workplace.
Education
High School Diploma - undefined
Crete Monee High School
Crete, IL01.2013
Skills
- Team work, Leadership, Customer service, Time management, Problem solving, Communication, Computer proficient, Microsoft Office (Excel, Word), QIK over Sabre Software, Quickbooks
- Bilingual: English and Spanish (read, speak, write)
Certification
- Ground security coordinator
- Reviewing security- related functions to ensure compliance with the aircraft operators security program and applicable security directives
- Taking immediate action to address any noncompliance with security directives
- Providing information to the flight crew of connecting flights
- Acting as a field security liaison during emergency
Timeline
Passenger Service Supervisor
Envoy Air
2017.01 - Current
High School Diploma - undefined
Crete Monee High School