Kiana Serrette
Newark,NJ
Summary
Driven, professional, and focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Seeking full-time position that offers professional challenges utilizing interpersonal skills, excellent customer time management and problem-solving skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Flight Attendant
Mesa Airlines
05.2023 - Current
- Ensured safety and comfort of customers onboard aircraft.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Resolved passenger conflicts and medical emergencies during flights.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
Concierge
Lifetime Athletic Club
02.2021 - 04.2023
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Provided accurate information regarding local attractions, restaurants and activities.
- Contacted previous guests and potential visitors via email with information on events to build clientele base.
- Maintained accurate and up-to-date records of guest information.
- Greeted guests upon arrival by providing warm welcome.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality experiences.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Managed check-in and check-out procedures for guests.
- Mastered handling many different situations and finding solutions with multiple people and personalities.
- Trained to make people feel comfortable throughout all situations finding solutions that are fair and complies with everyone's needs and maintains professionalism of company.
Water Safety Instructor
East Orange Recreation
06.2016 - 12.2019
- Mentored and trained new swim instructors on best practices.
- Collaborated with swim team coaches to develop successful training plans.
- Planned classes covering different ages and skill levels to prepare students for basic and advanced swimming needs.
- Taught emergency response and rescue protocols for water safety.
- Maintained control and safety of class and kept children in flotation always within arm's reach.
- Prepared equipment before each class class and stored items promptly after classes.
- Maintained knowledge and certification of first aid and CPR.
- Assisted in setting up pool deck, cleaning up public areas and closing pool in unsafe conditions.
- Taught daily swim instruction to students varying in ages and skill levels.
- Developed and implemented lesson plans based on individual student needs.
- Assisted with coordinating and running special events and competitions.
- Trained to be able to carry things and people over 200lbs in and outside of water for in water saves and out of water back boarding.
Water Safety Instructor
Safe Splash Swim School
01.2020 - 02.2021
- Instructed students in water safety techniques.
- Demonstrated basic to advanced swim techniques and breathing exercises.
- Reduced incidents of drowning by conducting comprehensive water safety education sessions for various age groups.
- Collaborated with other instructors to develop new teaching strategies, resulting in more effective swim lessons.
- Maintained a safe and clean aquatic environment, ensuring optimal learning conditions for students of all ages.
- Implemented risk management protocols during classes, minimizing potential hazards for participants at all skill levels.
- Taught emergency response and rescue protocols for water safety.
- Established strong rapport with students and parents alike, fostering a positive learning environment within the pool facility.
- Enhanced swimmer safety by providing thorough instruction on water rescue techniques and first aid procedures.
- Provided ongoing feedback to students regarding their performance improvements throughout the course duration.
- Maintained knowledge and certification of first aid and CPR.
- Provided support to parents and caregivers, addressing their concerns regarding child safety during aquatic activities.
- Contributed to staff training initiatives by sharing expertise in water safety instruction techniques and best practices.
Education
High School Diploma -
Cicely L. Tyson School of Performing And Fine Arts
06.2021
Skills
- Customer Service
- Time Management
- Judgment and Decision-Making
- Complex Problem-Solving
- Guest Experiences
- Business Services
- Active Listening
Accomplishments
- Contacted prior guests through email messages with information on events and happenings at the resort, which led to 8% upswing in business over a six-month period.
Certification
- First Aid/CPR Certified
- Lifeguard Certification
- Flight Attendant certification
- FAA certification
Additional Information
I am currently an upcoming student as a flight attendant for the Triad Aviation Academy in North Carolina. I am looking for a career where my interpersonal abilities, customer service skills, knowledge in aviation, and in-flight safety will be fully utilized to contribute to the success of the airline. I have extensive previous experience in customer service, I am people oriented, adaptable, and an extremely enthusiastic individual with a wide level of general experience. I am an extremely dedicated candidate that's passionate about gaining experience for in-flight services.
Timeline
Flight Attendant
Mesa Airlines
05.2023 - Current
Concierge
Lifetime Athletic Club
02.2021 - 04.2023
Water Safety Instructor
Safe Splash Swim School
01.2020 - 02.2021
Water Safety Instructor
East Orange Recreation
06.2016 - 12.2019
High School Diploma -
Cicely L. Tyson School of Performing And Fine Arts
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