Karen Bravo
Queens Village,NY
Summary
Professional management expert with proven ability to oversee day-to-day operations and maintain high standards. Known for fostering team collaboration and driving results in diverse environments. Reliable and adaptable, with strong skills in conflict resolution and staff supervision.
Overview
16
16
years of professional experience
Work History
Inflight, Duty Manager
American Airlines/LGA
02.2020 - Current
- Working independently at the Crew Service Center, assisting flight attendants with inquiries and problems.
- Collaborating closely with Inflight Operations to resolve operational issues affecting flight attendants, including injuries and aircraft emergencies.
- Communicating effectively with flight attendants regarding rescheduled and reassigned duties.
- Ensure compliance with FAA regulations by leading EFB updates for flight attendants.
- Collect and process biweekly payroll for LGA base operations while maintaining employee records.
- Ensure that all inflight operations align with company standards for safety, service, and regulatory compliance.
- Proactively addressing and resolving issues related to inflight services, managing incidents, and facilitating communication between crews and ground support in cases of emergencies or schedule changes.
- Providing guidance and mentorship to flight attendants, ensuring they are equipped with the latest information regarding policies, procedures, and safety protocols.
- Fostering a culture of outstanding customer service among the cabin crew, ensuring that they can effectively meet passenger needs, and respond to inquiries or complaints.
- Maintaining accurate records of in-flight operations, incidents, and any deviations from established procedures, and providing feedback and reports to management as required.
- Working effectively with other departments, including Operations, Safety, Control Center, Catering, Crew Scheduling, and Customer Care, to enhance the overall customer experience and operational efficiency, including avoiding delays.
- Manage, report, and audit the Base Parking Reimbursement Program to maintain the base within its budget.
Coordinator, Flight Services
American Airlines/JFK
03.2019 - 02.2020
- Managed and coordinate the daily flight operations to ensure that all activities run smoothly and on schedule in accordance with airline and APFA.
- Acted as the primary point of contact between flight crews, ground staff, and other departments to facilitate effective communication and problem-solving.
- Assisted in the planning and scheduling of flight crews and resources, ensuring compliance with regulatory requirements and internal policies.
- Addressed and resolve operational issues that may arise, including delays, schedule changes, and staffing shortages, while minimizing impact on customers.
- Maintained accurate records and logs of flight operations, crew assignments, and other pertinent information for reporting purposes.
- Provided support to flight attendants and other airline personnel, assisting with inquiries, and resolving any issues affecting service delivery.
- Worked closely with other departments (such as crew scheduling, payroll, and customer care) to promote a seamless operational flow and enhance customer experience.
- Completed bi-weekly payroll for 27 employees.
Customer Service Agent
American Airlines/JFK
06.2018 - 03.2019
- Delivered exemplary customer service by efficiently assisting customers with check-in, ticketing, gate operations, and baggage services.
- Interpreted government regulations for domestic and international travel to ensure compliance.
- Ensured timely aircraft dispatch, and provided support to distressed passengers during travel disruptions.
Customer Assistance Representative
American Airlines/JFK
10.2017 - 06.2018
- Processed customer baggage check-in and tagging at kiosks, assisting with self-service check-in and baggage processing.
- Facilitated ticket counter operations, including queuing and document verification.
Special Services Officer
Etihad Airways/JFK
12.2013 - 10.2017
- Managed daily flight schedules, ensuring timely departures and arrivals for optimal passenger experience.
- Provided meet-and-greet services for passengers with special requests, and ensured they received the appropriate assistance throughout their travel experience.
- Coordinated arrival, departures, and transportation for high-end-profile guests who visited NY during United Nations week.
- Acted as the point of contact between the airline and third-party check-in staff, ensuring that all services provided adhere to the airline’s standards and policies.
- Managed operational activities, especially during delays and disruptions, to ensure that all guests are cared for appropriately.
- Compiled reports and maintained accurate records of services provided, ensuring compliance with company guidelines and reporting requirements.
- Coordinated with various departments (such as ticketing, baggage handling, and customer care) to resolve any issues affecting passengers, and enhance overall service delivery.
- Ensured that all procedures related to safety, security, and customer care are followed diligently.
Airline Ticketing Agent
Swissport USA/JFK
11.2012 - 12.2013
- Checked in passengers, answered inquiries on schedules and accommodations, and confirmed reservations.
- Processed ticket reissues, managed baggage fees, and maintained accurate records.
Travel Agent
Delgado Travel
06.2009 - 07.2012
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Booked tickets using Amadeus and WorldSpan systems, ensuring accurate formatting and timely processing.
- Acted as the lead in the Reservations Department to enhance customer service and accountability.
- Managed payments and documentation for the accounting department.
Education
Degree in Applied Science - Travel Tourism and Hospitality Management
LaGuardia Community College
Long Island City, New York09.2010
Skills
- Bilingual (Spanish/English), Inflight and passenger service experience, Reservations system Quik, RES/DECS, Excellent interpersonal skills, Analytical skills, Quick decisionmaker, Problem solving
- Payroll processing
- Inflight operations management
Timeline
Inflight, Duty Manager
American Airlines/LGA
02.2020 - Current
Coordinator, Flight Services
American Airlines/JFK
03.2019 - 02.2020
Customer Service Agent
American Airlines/JFK
06.2018 - 03.2019
Customer Assistance Representative
American Airlines/JFK
10.2017 - 06.2018
Special Services Officer
Etihad Airways/JFK
12.2013 - 10.2017
Airline Ticketing Agent
Swissport USA/JFK
11.2012 - 12.2013
Travel Agent
Delgado Travel
06.2009 - 07.2012
Degree in Applied Science - Travel Tourism and Hospitality Management
LaGuardia Community College