Kayli Smetzer
Ontario
Summary
Customer-centric and growth-focused professional with substantial experience in cultivating strong relationships with new/existing clients and building strong customer base. Demonstrated exceptional communication and problem-solving skills to provide top-notch customer service and ensure client satisfaction. Proven success in using proactive approaches to resolve customer issues efficiently and effectively. Stellar record of streamlining customer service processes by implementing innovative strategies. Well-versed in developing and executing innovative customer engagement strategies, leveraging data-driven insights to drive customer loyalty and satisfaction. Proficient at utilizing active listening techniques to understand customer needs and tailor solutions accordingly. Articulate communicator with interpersonal, strategic planning, organizational, and leadership skills.
Overview
12
12
years of professional experience
Work History
Supervisor / Crew Cheif
Airport Terminal Services/ Alliance Ground Inc.
01.2018 - Current
- Implement and enforce robust safety protocols to mitigate hazards associated with actions, materials, and items to reduce incident rate in workplace and maintain safe working environment.
- Facilitate procurement of replacement luggage, car seats, and RON kits to minimize disruptions and maximize customer satisfaction
- Implement robust scheduling system to establish weekly timetables, optimize resource allocation, and enhance operational efficiency.
- Perform comprehensive audits on claims and inventory to ensure consistency and accuracy.
- Identify and mitigate discrepancies leading to improved inventory accuracy rate.
- Increased professional skills of new team members through training regarding policies and procedures.
- Implemented rigorous verification procedures to validate claims and ensure accuracy of information provided while minimizing errors and enhancing overall data integrity.
- Streamlined processes and enhanced team collaboration and performance through effective team building.
- Displayed professional etiquette while responding to all inquiries of customers related to baggage services to improve service quality and increase customer satisfaction.
Customer Service Agent
Airport Terminal Services
01.2014 - Current
- Execute order transactions and delivered comprehensive itineraries, tickets, and receipts.
- Coordinate smooth navigation of passengers to designated loading gates and departure areas with keen focus on improving efficiency and reducing instances of delays and missed connections
- Enable customers to make well-informed ticket purchases by providing comprehensive schedule, routing, and fare information.
- Collect requisite supporting documents to finalize end-of-shift reporting while proficiently identifying and addressing discrepancies encountered.
- Tag and transfer baggage from scales to designated conveyor belts while ensuring accurate and efficient handling of luggage.
- Facilitate sale, printing, and reissuing of available tickets to customers during check-in process.
- Serve passengers by greeting within claim area as well as provide assistance in retrieving luggage.
- Achieved high customer satisfaction rates through accurate information dissemination and smooth navigation.
- Executed accurate data entry of customer reservations, payment sources, and contact details into Sabre system, ensuring seamless transaction processing and effective customer communication.
- Enhanced boarding efficiency by providing customers with prompt assistance regarding seat availability, announcements, and flight status updates with focus on streamlining boarding procedures and maximizing customer satisfaction.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
Ramp Agent
Airport Terminal Services
01.2017 - 01.2018
- Established connections between electrical power units and aircraft, while expertly handling hoses.
- Facilitated loading and unloading of luggage and freight while providing invaluable assistance to both crew members and travelers in handling bags for daily flights.
- Performed aircraft cleaning duties between flights while adhering to company specifications by thoroughly sanitizing lavatories and seat trays.
- Stocked aircraft cabins with vital equipment and supplies to ensure optimal readiness for each flight.
- Demonstrated proficiency in safe operation of diverse equipment, including conveyor belts, push-back tractors, and tugs.
- Reported equipment malfunctions to supervisors, ensuring prompt attention to repairs and preventing potential flight departure delays.
Education
Complaint Resolutions Officer
American Airlines
Coding Expert
American Airlines
Skills
- Customer Service & Success
- Customer Satisfaction & Retention
- Customer Relationship Management
- Customer Needs Assessment
- Issue & Complaint Resolution
- Complex Administrative Support
- Continuous Process Improvement
- Quality & Compliance Control
- Training & Development
- Risk Assessment & Mitigation
- Strategic Planning & Execution
- Reporting & Documentation
- Training and mentoring
- Goal oriented
- Attention to detail
Timeline
Supervisor / Crew Cheif
Airport Terminal Services/ Alliance Ground Inc.
01.2018 - Current
Ramp Agent
Airport Terminal Services
01.2017 - 01.2018
Customer Service Agent
Airport Terminal Services
01.2014 - Current
Coding Expert
American Airlines
Complaint Resolutions Officer
American Airlines
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