Kayla San Roman
El Paso,TX
Summary
Dynamic leader with extensive experience in airline customer service management, notably with American Airlines and GAT Airline Ground Support. Excelled in conflict resolution and Microsoft applications, enhancing operational efficiency and customer satisfaction. Proven track record in improving team productivity and fostering positive customer engagement through effective communication and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Ground Security Coordinator
Sun Country Airlines
EL PASO, Texas
04.2022 - Current
- Ensure that security is monitored for each flight, including but not limited to the security screening, access to the aircraft, airplane servicing, and the security of baggage and cargo acceptance.
- Ensured awareness of any enhanced or extraordinary ground security procedures in effect.
- Reviewed IDs and other paperwork to verify personal information and to check for fraudulent documents.
- Coordinated with TSA and Airport Operations to designated a Gate for the arrival and departure of the aircraft.
- Manual ID check ins and acceptance of baggage
- Access to SSI- manifests and boarding passes
- Knowlegde of AOSSP
Customer Service Manager
GAT Airline Ground Support
EL PASO, Texas
07.2019 - Current
- Oversaw three separate departments, totaling over 20 agents in BSO, Kiosk, and Ticket counter.
- Created daily reports to monitor mishandlings and missed opportunities.
- Weekly and monthly calls with airline managers and vendor representatives to keep up with policy and procedures.
- Daily revenue entries.
- Created a company learning deck for payroll and time card entries. Presented to the CEO and COO.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Demonstrated excellent communication skills in resolving customer and passenger complaints.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Evaluated employee job performance and motivated staff to improve productivity.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Resolved customer inquiries and complaints requiring management-level escalation.
Baggage Service Supervisor
GAT Ground Airline Support
EL PASO, Texas
07.2016 - 07.2019
- Coordinated the daily shift functions of the baggage service department for the Baggage Service Agents.
- Created reports for mishandled baggage.
- Disputed station mishandlings.
- Weekly meetings with American Airlines management to discuss station mishandlings, station metrics, and missed opportunities.
- Assisted in creating employee schedules for three separate departments.
- Assisted in the coordination of Sun Country Charters.
Baggage Service Agent
Envoy Airlines
El Paso, Texas
02.2014 - 07.2016
- Meet and greet arriving passengers in the claim area
- Provide assistance and information to individuals meeting arriving passengers.
- Determine the service needs of customers, providing assistance with all baggage issues, including lost articles, lost items, damaged luggage, and pilfered luggage.
Kiosk Representative
American Eagle Airlines
El Paso, Texas
11.2013 - 02.2014
- Assist customers with checking in at kiosks
- Help customers with baggage processing
- Troubleshoot and fix kiosk issues
- Communicate with IT about kiosk issues
- Verify customers' carry-on baggage
- Verify and clear travel documents for international travelers
- Assist customers with checked baggage
- Queue lines at the ticket counter
- Accept and activate self-tagged baggage
- Move baggage around the ticket counter area
Education
Some College (No Degree) -
El Paso Community College
El Paso, TXSkills
- Conflict resolution
- Reliability and punctuality
- Attention to detail
- Organization
- Product ordering
- Manage inventory
- Microsoft applications proficiency
- Relationship building
- Strong communication and interpersonal skills
- Positive customer engagement
- Problem-solving aptitude
Timeline
Ground Security Coordinator
Sun Country Airlines
04.2022 - Current
Customer Service Manager
GAT Airline Ground Support
07.2019 - Current
Baggage Service Supervisor
GAT Ground Airline Support
07.2016 - 07.2019
Baggage Service Agent
Envoy Airlines
02.2014 - 07.2016
Kiosk Representative
American Eagle Airlines
11.2013 - 02.2014
Some College (No Degree) -
El Paso Community College
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