Kiara Burroughs
AMAZON
Hampton,Georgia
7
years of professional experience
Promoted aviation operations leader with more than five years of progressive experience supporting international airline operations at Hartsfield-Jackson Atlanta International Airport (ATL)—the world’s busiest airport. Advanced from Passenger Service Agent to Supervisor after demonstrating exceptional operational leadership, customer service excellence, and the ability to lead high-performing teams within a fast-paced international aviation environment. Experienced directing passenger service operations for approximately five international departures per shift, supervising teams of 20+ Passenger Service Agents, and supporting global airline partners including WestJet, Qatar Airways, Turkish Airlines, British Airways, and Air Canada. Recognized for developing frontline talent, leading operational safety briefings, ensuring FAA and airline compliance, managing irregular operations (IROPs), and creating exceptional passenger experiences through professionalism, communication, and operational excellence. Highly proficient in Sabre, Amadeus, Altea Customer Management, and TIMATIC.
Work History
Remote Customer Service Associate
- Delivered customer support through phone, email, and chat while consistently meeting productivity and quality expectations.
- Resolved customer concerns efficiently while maintaining a positive customer experience in a remote environment.
Airport Shuttle Driver
1 Year- Safely transported airline employees throughout airport operations while maintaining strict airport safety procedures.
- Maintained communication with airport operations and dispatch teams in a fast-paced aviation environment.
- Supported airport logistics while demonstrating professionalism, punctuality, and operational awareness.
Supervisor
1 Year 6 Months- Promoted into a leadership role after consistently demonstrating exceptional operational performance, customer service excellence, and leadership. Directed international passenger service operations supporting WestJet, Qatar Airways, Turkish Airlines, British Airways, and Air Canada while ensuring safe, efficient, and compliant flight departures.
- Leadership & Operations
- Directed and coached a team of 20+ Passenger Service Agents supporting international airline operations across Terminals F and D, ensuring operational readiness, regulatory compliance, and exceptional passenger service.
- Developed daily staffing plans and strategically assigned operational responsibilities supporting approximately five international departures while maintaining operational efficiency and service standards.
- Conducted daily operational and safety briefings, ensuring adherence to airline procedures, FAA regulations, and operational policies.
- Served as Hallmark Aviation’s official Supervisor for WestJet Airlines and Acting Supervisor supporting Turkish Airlines and Qatar Airways.
- Training & Development
- Selected as Hallmark Aviation’s primary trainer responsible for onboarding, evaluating, and developing every newly hired Passenger Service Agent, ensuring operational readiness, system proficiency, and service excellence.
- Administered written operational assessments for new hires before independent assignment.
- Mentored employees on airline procedures, operational standards, customer service, and international travel requirements.
- Partnered with Canadian Operations Support to troubleshoot operational and technical challenges while transferring knowledge to local teams, strengthening team performance and operational efficiency.
- Airline Operations
- Utilized Sabre, Amadeus, Altea Customer Management, and TIMATIC daily to process reservations, verify international travel documentation, and support passenger processing.
- Coordinated ticket counter operations, gate operations, jet bridge procedures, boarding, baggage reconciliation, and aircraft departure processes.
- Performed above-wing and below-wing operational responsibilities through aircraft closeout.
- Completed final departure documentation, including passenger counts, baggage totals, infants, pets, wheelchair passengers, and flight operational paperwork.
- Collaborated with airline leadership, flight crews, airport operations, TSA, and U.S. Customs and Border Protection to ensure safe, compliant, and efficient international departures.
- Passenger Experience
- Assisted thousands of domestic and international travelers while maintaining exceptional customer service standards.
- Delivered personalized assistance to VIP travelers, families, unaccompanied minors, wheelchair passengers, passengers requiring medical accommodations, and service animal handlers.
- Managed irregular operations (IROPs), including delays, cancellations, diversions, weather disruptions, and missed connections while maintaining professionalism and empathy.
- Consistently recognized by passengers, airline leadership, and Canadian Operations Support for professionalism, communication, leadership, and operational excellence.
Passenger Service Agent
3 Years 6 Months- Delivered exceptional passenger service supporting international airline operations.
- Performed ticket counter, gate, boarding, arrivals, baggage, and international documentation verification responsibilities.
- Supported airline operations for WestJet, Qatar Airways, Turkish Airlines, British Airways, and Air Canada.
- Developed expertise across multiple operational areas, resulting in promotion to Supervisor in July 2022.
Education
Bachelor’s Degree - Criminal Justice
Coursework Toward
Bachelor’s Degree - Criminal Justice
Coursework Toward
Skills
Airline Systems
Sabre
Amadeus
Altea Customer Management
TIMATIC
Microsoft Office
Microsoft Outlook
Microsoft Word
Microsoft Excel
Microsoft PowerPoint
Zoom
International Airline Operations
Passenger Service Leadership
Team Leadership
Employee Training & Development
Flight Boarding
Gate Operations
Ticket Counter Operations
Jet Bridge Operations
Above-Wing Operations
Below-Wing Operations
Passenger Recovery
FAA Compliance
International Travel Documentation
Operational Scheduling
Customer Experience
Public Address Announcements
Conflict Resolution
Team Coaching
Relationship Building
Operational Excellence
CAREER HIGHLIGHTS
- Promoted from Passenger Service Agent to Supervisor in recognition of leadership, operational excellence, and exceptional customer service.
- Directed daily passenger service operations supporting approximately five international departures.
- Led and developed teams of 20+ Passenger Service Agents across international operations.
- Official Hallmark Aviation Supervisor supporting WestJet Airlines.
- Acting Supervisor supporting Turkish Airlines and Qatar Airways.
- Primary trainer responsible for onboarding and developing every newly hired Passenger Service Agent.
- Conducted daily operational and FAA compliance briefings.
- Managed above-wing, below-wing, ticket counter, gate, boarding, baggage, and jet bridge operations.
- Daily user of Sabre, Amadeus, Altea Customer Management, and TIMATIC.
- Consistently recognized by passengers, airline leadership, and Canadian Operations Support for professionalism and service excellence.
PROFESSIONAL LEADERSHIP
- Official Hallmark Aviation Supervisor for WestJet Airlines.
- Acting Supervisor supporting Turkish Airlines and Qatar Airways.
- Primary trainer responsible for onboarding and developing every newly hired Passenger Service Agent.
- Experienced leading international passenger operations at the world’s busiest airport.
- Passionate about operational excellence, leadership development, and creating exceptional travel experiences.
Timeline
Airport Shuttle Driver
UNIFI AVIATION
01.2025 - 01.2026Read More
Supervisor
HALLMARK AVIATION SERVICES
07.2022 - 01.2024Read More
Passenger Service Agent
HALLMARK AVIATION SERVICES
01.2019 - 07.2022Read More
Savannah State University
Bachelor’s Degree from Criminal Justice
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Georgia State University
Bachelor’s Degree from Criminal Justice
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Remote Customer Service Associate
AMAZON
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