SABRE
Justine Duran
Magna,UT
Summary
Driven professional with extensive experience in customer service and operations management, notably with JetBlue. Excelled in complaint resolution and call management, enhancing customer retention and operational efficiency. Demonstrated exceptional ability to support client independence at Danville, showcasing strong interpersonal skills. Achieved significant improvements in service delivery by leveraging expertise in appointment scheduling and paperwork processing.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
JetBlue
01.2019 - Current
- Evaluates customer needs regarding loyalty accounts, company and Federal Regulations policies and procedures that govern the airline industry standards
- Assist customers with new bookings, changes to reservations, and resolved customer concerns using multiple programs such as: SABRE, Travel Bank, Blue Eye, Voucher Lookup, SNTE, and Flight Aware
- Digital chat representative on both mobile and desktop devices
- Sales with a range of hotel, car rental, and vendor partner products
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Operations Real Time Recovery
JetBlue
01.2019 - Current
- Responsible for daily operations, routing and scheduling, dispatch, and maintenance control. Monitor over 300 flights, regions and equipment
- Communicates delays, diversions, air returns, tarmac delays and other seasonal delays
- Coordinates with airports and customer support during disruptions and irregular operations
- Ability to populate reports utilizing various programs such as flight compensation manager tool, run audits, compensation matrix reports
- System Controller: Manage daily flight schedule for each fleet, make decisions on a tactical level for specific flight swaps, delays or cancelations
Direct Support Professional
Danville
08.2016 - 05.2024
- Assisted disabled clients to support independence and well-being.
- Maintained clean, safe, and well-organized patient environment.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Monitored progress and documented patient health status changes to keep care team updated.
- Worked directly with people with intellectual or developmental disabilities
- Assisted individuals to become independent and integrated into their community
- Collected behavioral data to assist with support strategies
Foster Care Provider
Chrysalis
01.2016 - 05.2024
- Build rapport, trust and communication with children and families
- Document data and keep case records up to date
Education
Associate of Arts - Graphic Design
Art Institute of California
Culver City, CA05.2009
High School Diploma -
West Valley High School
Hemet, CA08.2007
Skills
- Complaint resolution
- Call Management
- Appointment Scheduling
- Paperwork Processing
Software
Travel Bank
Blue Eye
Voucher Lookup
SNTE
Flight Aware
Gladly
Microsoft Office
Timeline
Customer Service Representative
JetBlue
01.2019 - Current
Operations Real Time Recovery
JetBlue
01.2019 - Current
Direct Support Professional
Danville
08.2016 - 05.2024
Foster Care Provider
Chrysalis
01.2016 - 05.2024
Associate of Arts - Graphic Design
Art Institute of California
High School Diploma -
West Valley High School