Kapali Kiaha
Salt Lake City,UT
Summary
Experienced in the Airline Industry for over 10 years. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
General Aviation Terminal
06.2023 - Current
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Streamlined check-in processes for faster service, resulting in reduced wait times.
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
Warehouse Picker
Ascend Staffing
02.2022 - 06.2023
- Improved order accuracy by diligently picking products according to pick lists and packing slips.
- Enhanced warehouse efficiency by maintaining a clean and organized work area, adhering to safety regulations.
- Streamlined order processing with the effective use of barcode scanners and warehouse management software.
- Reduced product damage, carefully inspecting items for defects before packaging and reporting any issues promptly.
CSA
American Airlines
09.2021 - 02.2022
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined check-in processes for faster service, resulting in reduced wait times.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- Processed ticket sales accurately, ensuring correct fare calculations and efficient booking procedures were followed.
Reservation Agent
JetBlue Airlines
04.2021 - 09.2021
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
- Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
- Collaborated with team members to streamline reservation processes, ensuring a seamless guest experience from booking to checkout.
Customer Service
DoTerra International
09.2020 - 09.2021
- Provide exceptional customer service to members from US market with product information, availability, and providing answers to customer's concerns.
Registered Nurse
Timpanogos Hospital
08.2019 - 03.2020
- Provide patient care to surgical patients in the operating room
- Administration of scheduled medications
- Utilizing nursing process in lieu of caring for patients of various backgrounds.
Airport Ramp Agent
Skywest Airlines
06.2018 - 05.2019
- Provide customer service to passengers on and off aircraft
- Unloading and loading regional aircrafts with luggage and catering.
- Enhanced airport safety by conducting thorough inspections of aircraft and equipment prior to loading and unloading.
- Reduced flight delays by consistently maintaining punctual baggage handling and cargo loading processes.
Registered Nurse
Intermountain Healthcare IR
07.2017 - 05.2018
- Provide extraordinary care to patients from various backgrounds and disease processes
- Maintain aseptic and sterile technique when performing PICC line placements
- Performing PICC line placements
- (PICC RN Certification)
- Provide conscious sedation to patients, and actively assist in interventional procedures
- Actively listen to patient concerns, and chart patient information in electronic medical records
- Performing schedule modifications and planning as a pre-screen RN, by calling patients and scheduling exams, and interventions over phone, and computer.
Customer Service Agent
US Airways/American Airlines
09.2012 - 11.2017
- Provide Excellent Customer Service assistants to revenue and Non-revenue passengers at the ticket counter and departure gate
- Managing daily security operations within the terminal for every departing flight
- Customer care at Baggage Service Office
- Making sure customers received their luggage, and resolving any concerns associated with lost, or delay baggage
- Working at departure gates, boarding, and providing seat options and safety measures to all customers.
Imaging Critical Care Technician
Intermountain Healthcare
01.2010 - 07.2017
- Providing exemplary Customer service and extraordinary, first-hand patient care
- Assist Radiologist, Physician Assistants, and Registered Nurses in invasive procedures as well as preparing and recovering patients by performing screening tests, starting Intravenous lines, evaluating vitals, making sure proper aseptic techniques are exercised, providing efficient patient care using accurate procedural protocols.
Imaging Transporter
Intermountain Healthcare
07.2009 - 01.2010
- Providing exemplary Customer service to patients in imaging department
- Assist Radiology Technologists in transporting patients to and from diagnostic procedures and tests.
Education
RN certificate of Completion, ADN program -
Nightingale College of Nursing
Ogden, Utah08.2015
School of Applied Technology Certified Nursing Assistant Certificate -
Salt Lake Community College
Salt Lake City, Utah12.2009
Diploma -
Nanakuli High & Intermediate School
Nanakuli, Hawaii06.2005
Skills
- Critical thinker
- Energetic and organized
- Excellent communication skills
- Planning/coordinating
- Leadership abilities
- Quick learner, hard-worker, and great work
- Workflow Management
- Problem-Solving
- Airport Procedures
- Attention to Detail
- Conflict Resolution
Certification
- GSC
- CRO
References
Available upon request
Timeline
Customer Service Supervisor
General Aviation Terminal
06.2023 - Current
Warehouse Picker
Ascend Staffing
02.2022 - 06.2023
CSA
American Airlines
09.2021 - 02.2022
Reservation Agent
JetBlue Airlines
04.2021 - 09.2021
Customer Service
DoTerra International
09.2020 - 09.2021
Registered Nurse
Timpanogos Hospital
08.2019 - 03.2020
Airport Ramp Agent
Skywest Airlines
06.2018 - 05.2019
Registered Nurse
Intermountain Healthcare IR
07.2017 - 05.2018
Customer Service Agent
US Airways/American Airlines
09.2012 - 11.2017
Imaging Critical Care Technician
Intermountain Healthcare
01.2010 - 07.2017
Imaging Transporter
Intermountain Healthcare
07.2009 - 01.2010
RN certificate of Completion, ADN program -
Nightingale College of Nursing
School of Applied Technology Certified Nursing Assistant Certificate -
Salt Lake Community College
Diploma -
Nanakuli High & Intermediate School
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