Kimberly Serna
Arlington,TX
Summary
Customer service driven professional with experience in aviation and fast paced environments. Skilled in creating positive passenger experiences, resolving concerns with empathy, and maintaining a calm, professional demeanor. A strong team player dedicated to safety, service excellence, and seamless onboard operations.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Flight Attendant
Envoy Airlines
Dallas, TX
09.2022 - Current
- Ensured passenger safety through compliance with all safety regulations and protocols.
- Demonstrated proficiency in aircraft emergency procedures, first aid, CPR, defibrillators, oxygen administration, and other safety protocols.
- Delivered exceptional customer service by addressing passenger needs and resolving issues promptly.
- Conducted pre-flight checks on emergency equipment to guarantee operational readiness.
- Collaborated with crew members to maintain a cohesive and efficient working environment.
- Helped passengers feel comfortable by providing requested items and answering questions.
Ramp Agent
GAT Airline Ground Support
El Paso, TX
05.2022 - 08.2022
- Operated ground support equipment to facilitate efficient aircraft turnaround.
- Coordinated baggage handling and ensured proper loading procedures were followed.
- Conducted pre-flight inspections of ground support vehicles for safety compliance.
- Collaborated with team members to maintain on-time performance during peak operations.
Customer Service Representative
Outsource Connection- Electric Company
El Paso, TX
06.2020 - 10.2021
- Maintained a professional attitude while providing excellent customer service.
- Assisted in relaying accurate billing information.
- Negotiated payment arrangements with customers.
- Sent orders to electricians to initiate or terminate services at customers properties.
- Analyzed customer feedback to identify trends and recommend actionable solutions for service enhancement.
Education
Associate of Science - Psychology
The University of Texas At El Paso
El Paso, TXSkills
Excellent communication and teamwork abilities
Exceptional customer service and interpersonal skills
In-depth knowledge of safety protocols and emergency procedures
Patient and active listener
Quick decision making and problem solving skills
Punctual
Bilingual- English, Spanish
Adaptability
Certification
Department of Transportation and Federal Aviation Administration Certification
Languages
English
Spanish
Interests
Cultural exploration, travel, reading, music and experiencing international cuisine
Timeline
Flight Attendant
Envoy Airlines
09.2022 - Current
Ramp Agent
GAT Airline Ground Support
05.2022 - 08.2022
Customer Service Representative
Outsource Connection- Electric Company
06.2020 - 10.2021
Associate of Science - Psychology
The University of Texas At El Paso