Kendra Hernandez
Summary
Compassionate Passenger Assistant known for maintaining high productivity and efficiently completing tasks. Possess specialized skills in effective communication, crisis management, and safety protocol adherence. Excel in empathy, patience, and problem-solving to ensure passenger satisfaction and safety.
Overview
2
2
Languages
17
17
years of professional experience
Work History
Passenger Assistant Agent
Direct Airline Services
Miami
09.2016 - 07.2026
- Assisted passengers with boarding and disembarking procedures.
- Provided information regarding flight schedules and gate changes.
- Supported passengers with special needs throughout their travel experience.
- Coordinated wheelchair availability for arriving and departing flights.
- Communicated with airline staff to ensure timely service for passengers.
- Trained new staff on proper handling and transportation of passengers.
- Conducted routine checks on wheelchair equipment for safety compliance.
- Reported maintenance needs to ensure optimal wheelchair functionality.
- Communicated with gate agents to coordinate assistance boarding.
- Transported individuals requesting wheelchair service to and from desired locations.
- Provided advice to customers about wheelchair features, functions and maintenance requirements.
- Ensured that all safety protocols were followed when assisting customers with the selection of a suitable wheelchair.
- Assisted customers with selecting appropriate wheelchairs based on their individual needs and preferences.
- Assisted special needs passengers and unaccompanied minors, driving seamless airport experience.
- Managed gate, ramp and cabin services for each flight.
- Worked with personnel in gate area by verifying passenger documents before boarding aircraft.
Aviation Security Officer
Smarte Carte
Miami
03.2009 - 08.2016
- Conducted thorough inspections of luggage and cargo using x-ray machines.
- Collaborated with law enforcement to address security concerns efficiently.
- Implemented best practices for crowd management during peak travel times.
- Monitored passenger and baggage screening processes for security compliance.
- Responded promptly to security alarms and incidents within the airport facility.
- Maintained accurate records of security checks and incident reports regularly.
- Assessed and monitored security protocols in airports.
- Interacted with passengers regarding security rules and regulations at checkpoints.
- Identified areas of vulnerability in existing security systems and proposed solutions accordingly.
- Engaged with customers when necessary in order to resolve complaints or provide information about services offered at the airport.
- Maintained detailed records of all security related incidents on a daily basis.
- Ensured compliance with aviation security regulations.
- Participated in meetings with airline representatives regarding operational issues affecting their flights.
- Inspected aircraft prior to takeoff for potential threats.
- Analyzed risk factors associated with air travel operations.
- Responded quickly to alarms and other alerts within the airport area.
- Implemented new safety initiatives as directed by management.
- Verified photo IDs and tickets to allow guests passage.
- Upheld strong customer service standards while completing screenings.
- Watched each individual to assess demeanor and look for suspicious behavior.
Skills
- Wheelchair coordination
- Passenger assistance
- Flight information systems
- Safety compliance checks
- Crowd management
- Security protocol adherence
- Risk assessment
- Emergency response planning
- Effective communication
- Problem solving
- Attention to detail
- Team collaboration
- Disability awareness
- Safety consciousness
- Strong interpersonal skills
- Patience and tolerance
- Cultural sensitivity
- Customer Service-oriented
- Reliability and punctuality
- Coordinating schedules
- Flight scheduling
Languages
Spanish
Full Professional
English
Professional
Timeline
Passenger Assistant Agent
Direct Airline Services
09.2016 - 07.2026
Aviation Security Officer
Smarte Carte
03.2009 - 08.2016