KIMBERLY GARCIA
American Airlines
ELMONT
4
Languages
10
years of professional experience
Knowledgeable Premium Representative with solid foundation in customer service and problem resolution. Proven track record of improving customer satisfaction through effective communication and efficient service. Demonstrated ability to handle high volumes of inquiries while maintaining positive attitude and attention to detail.
Work History
Premium Guest Services Rep.
1 Year 2 Months- Assisted customers with flight reservations and cancellations, ensuring seamless travel experiences.
- Delivered tailored guest services (personalized check-in and boarding experiences; individualized booking and reservation assistance) to hundreds of high-profile travelers daily, enhancing their experience.
- Utilized extensive knowledge of Oneworld alliance airlines, including tiers and travel perks, to assist 100+ premium clients daily in navigating lounge access policies.
- Executed opening and closing procedures for 3 clubs/lounges, including cash register management, inventory checks, and sanitation protocols.
- Escorted elite customers through security checkpoints, coordinated 15+ car services daily, and provided personalized airport services for seamless transitions from car pick-up through check-in and boarding.
- Ensured compliance with government regulations, including DOT, FAA, and TSA, by implementing new training protocols and conducting monthly audits.
- Monitored for potential human and child trafficking at JFK Airport, conducting daily assessments and reporting findings to law enforcement and management for prompt action.
- Secured airport authority and US Customs security badges, completed yearly FAA criminal background checks to ensure unescorted access to security identification display areas (SIDA).
- John F. Kennedy Airport
Customer Service Agent
3 Years 7 Months- Achieved promotion to Customer Service Agent in 2021 by consistently exceeding customer satisfaction targets and enhancing service processes.
- Checked-in an average of 100 passengers daily for flights while processing payments for baggage, seating upgrades, unaccompanied minors, and pets.
- Guided over 200 passengers daily through Terminal 8, ensuring a smooth travel experience by answering queries and providing directions.
- Assisted over 100 passengers daily with proper documentation for immigration clearance on international flights, reducing potential delays and complications.
- Maintained composure while assisting over 100 irate passengers daily affected by flight cancellations and delays due to IROPS.
- Supervised the safety of unaccompanied minors daily during their transit throughout JFK Airport and to the aircraft.
- Monitored and analyzed over 1000 passenger name records (PNR) weekly to identify and report suspicious credit card transactions to American Airlines Security Operations.
- Assisted military personnel with travel orders and conducted checks for their pet companions, ensuring compliance with travel regulations.
- John F. Kennedy Airport
Passenger Services
4 Years 11 Months- Provided professional and courteous check-in service by assisting over 100 passengers daily at check-in counters and boarding gates with bag tags and boarding passes. Collaborated with 9 airlines through Worldwide Flight Services, providing premium services for top-rated airlines including Cathay Pacific, EVA Airways and Qatar Airways.
- Managed ticketing operations and financial transactions as Treasurer for Cathay Pacific Airlines, processing over 100 weekly ticket transactions with a focus on accurate cash handling and record-keeping.
- Led team of 10 agents and trained new hires on customer service protocols, documentation checks, and reservation systems during TDY assignment at Dallas International Airport in 2020.
- Coordinated with Customs and Border Patrol Officers and ICE to process and ticket reservations for over 20 deportees annually.
- Collaborated with CBP and ICE agents to assess and identify potential threats among passengers listed on government watchlists.
- John F. Kennedy Airport
Education
Undergraduate Bachelor of Science - Criminal Justice
- Dean's List 2020
- Relevant Courses: Criminal Law of New York, Seminar Search and Seizure, Research Methods and Statistics in Criminal Justice, Constitutional Law
Associates in Sciences - Criminal Justice
- Police & Diversity
- Criminology
- Criminal Law
- American Criminal Justice
- American Government
High School Diploma
- Awarded 2nd place in French Poetry
- Elected Captain of Cross Country
- Extracurricular Activities: Teachers Assistant
Skills
Bilingual in Spanish and English
Composure under pressure
Independent and collaborative
Customer support
Customer relations
Database maintenance
Conflict resolution
High-volume client management
Software proficiency
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
French
Limited Working
Portuguese
Professional Working
Timeline
Premium Guest Services Rep.
American Airlines
04.2025 - 06.2026Read More
Customer Service Agent
American Airlines
09.2021 - 04.2025Read More
Passenger Services
Worldwide Flight Services
10.2016 - 09.2021Read More
John Jay College of Criminal Justice
Undergraduate Bachelor of Science from Criminal Justice
Read More
Queensborough Community College
Associates in Sciences from Criminal Justice
Read More
Newtown High School
High School Diploma
Read More