Kianna Hall
Washington,DC
Summary
Reliable, attentive and personable customer service professional. Motivated leader and team player, elevated communicator, and solution based professional. Adept at shouldering initiative and prioritizing tasks while operating in a changing environment. Exudes a strong passion for motivating team members towards professional and personal growth.
Overview
11
11
years of professional experience
Work History
Customer Service Manager, Airport Customer Care
American Airlines
03.2025 - Current
- Lead team members and assess performance to determine and define accurate plans for growth and development.
- Collaborated with cross-functional teams to encourage and influence a culture of collaboration.
- Oversee business partner operations, which includes leading business partner meetings, testing different scorecards and implementing incentives/penalties based on their performance.
Crew Manager, Inflight
American Airlines
12.2022 - 03.2025
- Responsible for supervising and directing and supporting over 215+ Flight Attendants while promoting our goals of accountability, operational reliability, and quality customer service.
- Enhance communication across departments to boost efficiency and streamline operations.
- Develop and maintain a professional and amicable relationship with local union representatives.
- Coordinate in-base recognition, and safety events.
Customer Service Coordinator
American Airlines
07.2021 - 12.2022
- Supervise a team of customer service employees and ensure compliance with policies and procedures.
- Mentor employees.
- Provide quality assistance to distressed passengers and customers.
- Develop bidding schedules for both full-time and part-time employees.
Cross-Trained Customer Service Agent
Piedmont Airlines
08.2016 - 07.2021
- Assist customers with Ticket sales for a large multitude of customers
- Flight Itinerary changes during IROPs and leisure for a legion of passengers
- Assisting passengers with special needs (i.e aisle chair assistance, hearing and visual disabilities.)
- Aircraft Servicing (i.e Full security search, aircraft cleaning, lavatory servicing.)
- Tracing mishandled luggage; baggage loading.
Store Manager
The Colonies Travel Park
06.2015 - 07.2016
- Monitored daily activities of customer service team, providing guidance and encouragement to optimize productivity.
- Planned daily briefings for a team of 20.
- Deliver one-on-one coaching to promote a higher level of customer service.
Education
High School Diploma -
Hampton High School
Hampton06-2015
Volunteer Experience
HATS Organization, Hampton, VA, Youth Mentor
Worked as a volunteer youth mentor to empower and support adolescent children and instill leadership., Developed productive after school activities for young adults to reinforce positive learning.
Timeline
Customer Service Manager, Airport Customer Care
American Airlines
03.2025 - Current
Crew Manager, Inflight
American Airlines
12.2022 - 03.2025
Customer Service Coordinator
American Airlines
07.2021 - 12.2022
Cross-Trained Customer Service Agent
Piedmont Airlines
08.2016 - 07.2021
Store Manager
The Colonies Travel Park
06.2015 - 07.2016
High School Diploma -
Hampton High School