Keri Redanz
Redmond,OR
Summary
Personable and dedicated Customer Service Agent with extensive experience 17+ years in the airline industry with Horizon Air looking to pursue piloting. A solid team player with an upbeat, positive attitude and proven skills in establishing rapport with customers. Motivated to maintain customer satisfaction and contribute to company success with a remarkable work ethic. Dedicated to customer loyalty and satisfaction. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing the business. Personable, friendly customer-focused team player offering expertise in conflict mediation, and time management. Impeccable commitment to safety!
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Service Agent
Horizon Air
Bellingham, WA
01.2008 - Current
- Deliver enhanced customer service through our company's service framework.
- Follows procedures and owns safety.
- Create lasting connections by delighting customers at every opportunity with genuine caring compassionate service, while engaging with joy and kindness.
- Deliver fast, friendly and knowledgeable service for routine questions and service or complaints.
- Investigate and solve routine and complex customer issues to earn repeat business.
- Remain calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalate problematic customer concerns, maintaining calm, friendly demeanor.
- Develop strong customer relationships to encourage repeat business.
- Mentor new employees on procedures and policies to maximize team performance and safety.
- Process and board passengers for on-time flight departure.
- Check in passengers and bags in for departure.
- Load coordinate, processing of baggage and weight and balance of aircraft.
- Run cargo facility, process shipments in all aspects from open to closing, including the security screening of cargo.
- Deice aircraft in inclement weather.
- Clean and security check airplane.
- Baggage service, lost luggage and deliveries.
Operations
Horizon Air
Bellingham, WA
01.2011 - 04.2018
- In addition to Operations, maintaining my CSA (Customer Service Agent) cross-trained skills, qualifications, and certifications.
- Processed local payroll and time cards for employees at Bellingham station.
- Processed and built employee scheduling.
- Monitored all flights in and out of Bellingham, including fueling and weight & balance.
- Generated reports based off of daily operations.
- Acted as a hub for solutions during irregular operations.
- Monitored all pilot radio communication and phone lines inside and out.
- Audited station paperwork for compliance and ticketed all counter to counter agreements
- Presented metrics and performance reports to upper management.
Glacier Guide
Temsco Helicopters Inc.
Skagway, Alaska
05.2007 - 09.2007
- Fueled helicopters and helicopters were dropped off onto glaciers to set up a remote base camp.
- Assisted guests during helicopter entry and exit.
- Guided groups through diverse landscapes, ensuring safety and engagement.
- Maintained equipment and supplies for tours, ensuring readiness for each outing.
- Developed new tour routes to keep things fresh and exciting.
- Led guided tours and informational talks for groups to showcase natural outdoor features and highlights.
- Navigated through diverse weather conditions and environments to deliver tours without compromising quality or safety.
- Selected travel routes to visit based on knowledge of specific areas and safety.
At Risk Youth Outdoor Instructor
SUWS Of Idaho
Shoshone, Idaho
05.2005 - 09.2006
- Guided youth in outdoor skills and wilderness safety practices.
- Facilitated group activities to promote teamwork and personal development.
- Provided mentorship and support to at-risk youth during challenging situations.
- Reduced negative behaviors by teaching youth to spot and avoid pitfalls.
- Facilitated team building exercises that encouraged collaboration among peers.
- Facilitated group discussions focused on topics such as self-esteem, healthy relationships, bullying prevention.
- Implemented behavior management techniques when necessary to ensure a safe learning environment.
- Mentored at-risk youth to improve overall well-being and skills.
- Used behavior modeling, emotional intelligence, and trauma-informed approach to engage with youth.
Education
Bachelor of Arts - Sociology
University of Massachusetts Dartmouth
Dartmouth, MA06.2002
Aircraft Piloting And Navigation
Hillsboro Aero Academy
Redmond, ORSkills
- Time Management
- Work Prioritization
- Team-Oriented and Cooperative
- Proactive Self-Starter
- Establishing and Maintaining Customer Relationships
- Patient and Empathetic
- Teamwork and Collaboration
- Regulatory Compliance
- Excellent Attention to Detail
- Policies and Procedures Adherence
- Customer Complaint Resolution
- Understanding Customer Needs
- De-escalation Techniques
- Calm and Professional Under Pressure
- Responding to Difficult Customers
- Building Customer Trust and Loyalty
- Customer Service
- Creative Problem Solving
- Efficient and Detail-Oriented
- Multitasking and Prioritization
- CRO (Complaint Resolution Official) certified
- Load Coordinator certified
- Aircraft Deice certified
- Cargo screening certified
- Station advocate
- Traveled to help fill in for other stations when short staffed
- Helped open/train new Paine Field station operations
Affiliations
- Airshow of the Cascades, volunteer ground crew 2025
- Northwest Tune-Up, volunteer set up crew for mountain bike festival 2022
- Lumber & Lace Ball, benefit for local Hospice: donation coordinator, set up 2013-2017
- Yosemite Facelift, annual volunteer garbage clean up of national park 2008-2018
- Ski to Sea, local annual relay race booth volunteer for Alaska Airlines 2013
- Big City Mountaineers, fundraising for inner-city youth to get outside for recreation 2009
- Saint Francis Xavior Church, local food pantry help stocking and making food baskets 1985-1995
Certification
• Private Pilot License, Single Engine ~September 28, 2023
• Instrument Rating ~November 7, 2024
• Commercial Rating ~Checkride scheduled, intended finish January 31, 2026
• 310 Flight Hours
• Instrument Rating ~November 7, 2024
• Commercial Rating ~Checkride scheduled, intended finish January 31, 2026
• 310 Flight Hours
Timeline
Operations
Horizon Air
01.2011 - 04.2018
Customer Service Agent
Horizon Air
01.2008 - Current
Glacier Guide
Temsco Helicopters Inc.
05.2007 - 09.2007
At Risk Youth Outdoor Instructor
SUWS Of Idaho
05.2005 - 09.2006
Bachelor of Arts - Sociology
University of Massachusetts Dartmouth
Aircraft Piloting And Navigation
Hillsboro Aero Academy