LeiVonchon Isaacs-Ramiro
Kapolei
Summary
To attain a Customer Service position where my various skills and previous experience in the public relations industry will be utilized to attain customer satisfaction, increase company profitability, support commitments to customer service, and exceed business objectives.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Administrative Assistant II
Punahou School
01.2025 - Current
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
- Maintained inventory of office supplies and placed orders.
- Organized scholar events such as new scholar welcome luau, scholar graduation, etc promoting a positive program culture and boosting scholar, family, and employee morale.
- Facilitated cross-departmental communication, organizing meetings to discuss project progress and align objectives.
- Streamlined office procedures, leading to noticeable improvements in workflow efficiency and timely document processing.
- Maintained detailed student attendance and performance records, enabling meaningful insights for academic support initiatives.
- Implemented a digital filing system, reducing physical clutter and improving document retrieval times for staff.
- Fostered a welcoming environment for students and parents, enhancing community ties through active participation in school events.
- Provide excellent customer service to each parent and scholar through effective communication
- Solved complex problems through implementing new protocols, streamlined emails, and phone calls.
- Coordinated with various departments for each program event
- Prepared documents for each event to track scholar attendance, and family participation.
- Managed registration for 278 scholars and families. Tracked registration progress through a spreadsheet I created with detailed information for each scholar.
- Ensure timely communication and follow-ups for each family regarding missing documents, registration, etc.
- Coordinating with various departments to create communication materials, event RSVP links, scholar materials in a timely manner
- Manage, create, and update various spreadsheets daily to ensure accurate information for each scholar.
Chief Customer Service Agent
Hawaiian Airlines, Inc.
05.2024 - 01.2025
- Deliver an uplifting experience for each of our guests by sharing the Aloha spirit, having knowledge & understanding of the contract of carriage, DG items, boarding & departure times.
- Embody Hawaiian Airlines values, Ho'okipa, Po'okela, Malama, Lokahi in every guest interaction
- Connect people with Aloha by delivering an unmatched customer service experience with each guest
- Assist guests with check-in, luggage, seating, and boarding zones
- Supervise and lead 30-50 agents in daily operations, improving team efficiency.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Resolved complex passenger issues, enhancing travel experience.
- Implemented service protocols, reducing customer complaints.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Trained staff in customer service, boosting team skills.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Trained and mentored junior staff in effective customer engagement strategies, cultivating a positive team environment, and improving service delivery.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Certified Ticketing Agent
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Coordinated with multiple departments to resolve operational issues, streamlining processes, and enhancing overall service efficiency.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Cultivated a positive team environment by mentoring new agents, resulting in improved service delivery and proactive problem-solving.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Provided support with International, Transpacific, and Interisland check in through knowledge and experience.
- Responded proactively and positively to rapid change.
- Effective communication with various departments to ensure a safe and on time departure for every flight.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Certified GSC & CRO
- Investigated and resolved customer inquiries and complaints quickly.
- Analyzed operational workflows to streamline processes, improving efficiency and ensuring timely departures for all flights.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Led daily briefings to align team operations, fostering clear communication and enhancing service efficiency across shifts.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Coordinated with multiple departments to resolve operational challenges, streamlining processes for timely flight departures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Chief Ramp Agent
Hawaiian Airlines, Inc.
06.2022 - Current
- Loaded and unloaded baggage and other cargo, transporting to and from aircraft.
- Managed and supervised operational activities across multiple stations, from bag rooms to trans pacific/inter island teams.
- Resolved and oversaw flight-related problems
- Conducted pre-work assessment of load plans to schedule material procurement and ensure on-time delivery.
- Led and trained team members in multiple aspects of ramp operations, ensuring proper equipment operation and efficient loading of baggage and cargo.
- Operated conveyor belts, push-back tractors and aircraft tugs daily.
- Handled passenger luggage, mail and cargo in accordance with safety and privacy protocols.
- Communicated via headset radio with ground crew, flight crew and tow person about ramp operations and flight requirements.
- Maintained on-time connections by guiding aircraft to and from gate positions.
- Collected, sorted and checked baggage tags against flight lists.
- Coordinated day-to-day schedules, tasks and positions for ground crew.
- Organized baggage carts for loading onto planes accurately according to airline specifications.
- Communicated effectively with ground crew members to ensure smooth operation of flights.
- Verified correct labeling of containers containing hazardous materials for transport on planes.
- Ensured proper weight balance on aircrafts by placing heavy items in the aft of the plane.
- Checked flight manifests to ensure accuracy of luggage loaded onto planes.
CI Sales Specialist II (Lead Sales Representative)
Hawaii Correctional Industries, Dept. of Public Safety
07.2020 - 06.2022
- Offered direct support to Sales Manager, including administrative tasks
- Assisted in the development of promotional materials for new products or services.
- Monitored trends in the industry to stay informed about competitive landscape.
- Attended trade shows, conferences, and other networking events as needed.
- Researched competitors, economics and other key facets to better understand current market trends.
- Followed up with customer to identify and resolve service, account or technical issues and maintain satisfaction.
- Negotiated prices and set up contracts to finalize sales agreements.
- Write, completed, and filed documentation to finalize sales.
- Generated leads per week and pursued appointment opportunities to convert prospects into new customers.
- Calculated production, delivery and installation costs to provide customers with accurate quotes.
- Compiled key customer data to plan selling strategies and identify specific client needs.
- Liaised with vendors to coordinate delivery schedules and promote customer satisfaction.
- Conducted site visits to assess needs, demonstrate products, and recommend strategic solutions for customer requirements.
- Successfully achieved job coordination goals by working closely with Ops team
- Achieve a minimum of 50 customer calls/day, 10 sales emails to customers, make cold calls to new customers, acquire new sales
- Elevated brand visibility, communicated details about our program, and educated customers about offered services.
- Complete daily, weekly, monthly sales reports to supervisor
- Knowledge and experience in State Procurement laws, successful completion of SPO courses, ability to work with Inmates as necessary
- Exhibited excellent oral, written, and verbal abilities
- Experienced in the operation of Microsoft Word, Excel, and Powerpoint.
- Proficient at organizing and facilitating virtual meetings across multiple platforms including Webex, Zoom, and Google Meets
- Successfully handled calls, customer inquiries, and operated scan, fax, and copy machine
- Operation of grounds keeping tools such as weed whackers, power tools, installation of modular panels, work surfaces, etc
- Ability to drive various sized vehicles such as cube trucks, 15 passenger vans, mini vans to transport product to facilities
- Assist with the dry fogging / whole room sanitation services for the facilities.
Retail Team Lead
Vera Bradley
08.2017 - 06.2022
- Took charge as the Lead of the Experience DOR, guiding and empowering team members to deliver outstanding customer service.
- Organized promotional events for new product launches or seasonal sales campaigns.
- Prepare daily goals, previous day’s sales, conduct take “5” sessions prior to the starting of team members shifts
- Managed shift assignments and rotation of associates based on scheduling and breaks.
- Successfully mastered the Experience & Operations DOR, promoted to Visuals Lead
- Developed efficient strategies for planning floor resets, mastering colorway charts, and creating layouts according to Vera Bradley guidelines.
- Ensuring proper placing of signage, and that all displays are attractive and make a statement
- Ability to strategically place merchandise throughout the store in order to drive sales an support daily/weekly/monthly sales goals
- Create a fun & energetic work environment daily through leading by example
- Ability to work well under little to no supervision
- Be a brand ambassador
- Knowledge of products and how to speak to the benefits & characteristics of the products.
- Trained new hires on retail processes, customer service techniques, and safety protocols.
- Identified opportunities for process improvements in order to maximize efficiency in the store's operations.
- Resolved customer complaints promptly and professionally.
- Collaborated with managers to create effective marketing campaigns aimed at increasing sales volume.
- Monitored sales performance, identified areas of improvement, and implemented strategies to increase revenue.
- Analyzed daily, weekly, monthly sales reports to identify trends and adjust operational plans accordingly.
- Communicated effectively with other departments to ensure smooth running of day-to-day operations.
- Facilitated monthly team meetings to review company objectives and strategies for achieving them.
Educational Assistant II, Braille Certified
Keone’ula Elementary School, Dept. of Education
08.2018 - 07.2020
- Earned a Braille Certification through completion of an online course
- Provide direct support to student through knowledge of Braille
- Ensured timely preparation of all necessary materials including classwork, homework, and crafts 2 weeks in advanced.
- Prepare, transcribe, modify student’s work as assigned / necessary
- Possesses comprehensive knowledge and understanding of the entire Braille alphabet, including nemeth symbols, numbers, and contractions.
- Ability to adapt students work in a meaningful way
- Ensure the safety & security of student through the utilization of proper cane techniques, routes, maps, etc
- Helped students master learning concepts through one-on-one and small group tutoring.
- Assisted teachers with lesson preparation and curriculum implementation.
- Tutored and assisted children individually and in small groups to help master assignments and reinforce learning concepts.
- Organized student performance and enrichment activities to facilitate learning.
- Participated in team teaching activities such as small group instruction or whole class discussions.
- Attended faculty meetings and parent conferences as needed.
- Provided individualized instruction for special needs students according to their IEPs.
- Collaborated with teachers to develop lesson plans that are tailored to the student's learning style and academic level.
- Met regularly with parents to discuss student progress and provide educational resources when necessary.
- Assisted with implementation of student's individualized IEP at discretion and direction of teachers and administrators.
- Created and maintained positive relationships with students, parents, and colleagues.
- Notate student’s progress, areas of improvement, and provide to GEN Ed teacher, SPED teacher, & VI teacher
- Provide support to GEN Ed, SPED, & VI teachers daily
- Attend & actively participate in biweekly meetings to evaluate student progress & services provided
- Ability to operate Braille note, Braille writer, slate & stylus, & other materials used for Braille.
Para-Professional Tutor, Preschool
Keone’ula Elementary School, Dept. of Education
10.2017 - 05.2018
- Provide one on one support to SPED student(s)
- Work with student on a daily basis to achieve their IEP goals
- Take notes, provide feedback on student progress, achievements, areas for improvements, struggles, successes, etc
- Communicate with SPED teacher, support staff daily and work together to create fun, meaningful themed lesson plans to foster student’s educational growth
- Encourage a positive and safe environment for the students
- Be a positive role model for students.
- Assisted with implementation of student's individualized IEP at discretion and direction of teachers and administrators.
- Observed students to help teachers identify potential learning blocks and opportunities for support.
- Handled clerical duties, managed classrooms and coordinated documents for teachers.
A+ Group Leader
Kama’aina Kids, Keone’ula Elementary Site
08.2017 - 05.2018
- Supervision of 20+ students
- Supervised multiple grade levels and maintained strong relationships with students and parents
- Ensured adherence to proper protocols.
- Conduct role calls every hour to ensure students present are accounted for on the sign in/out sheet
- Prepare student activities, arts&crafts, games, and encourage student participation
- Excellent communication skills when speaking with staff members, site coordinator, parents, & students on a daily basis
- Engaged in supporting students with homework needs, while incorporating designated reading and free time to foster greater student interaction.
Education
High School Diploma -
The Kamehameha Schools – Kapalama Campus
05-2006
Skills
- Seasoned Customer Service Representative
- Dedicated team player
- Marketing
- Project Management
- Proficient in Microsoft Word, Excel, Powerpoint
- Braille Certified
- Supervisory Experience
- Quick & Efficient Learner
- Excellent Oral & Written Skills
- Strong Organization skills
- Sales experience
- Administrative Support
- Team Leadership
- Problem-Solving
- Data entry
- Computer skills
- Administrative support
- Office administration
- Customer and client relations
- Strong problem solver
- Professional communication
- Meticulous attention to detail
Certification
- Para-Pro Certified: Score 470/480
- CPR/First Aid Certified
- Lifeguard Certified
Awards
- Certificate of completion for a 30 hr commercial aviation program with Aloha Airlines Explorers-2005
- Diploma-Kamehameha Schools-Kapalama Campus class of 2006
- Dedicated Service Award for 7 years of service as the Vice President for the Board of Directors, LAULANI TIDES/TRADES- 2016
References
- Melanie McDougall, Chief Ramp Agent, 808-630-0760
- Randi Tafolo, Customer Service Agent, 808-782-8505
- Francois Almodova, Chief Customer Service Agent, 808-551-9731
- Ashlynn Saffery, Ramp Agent, 808-389-2053
- Lara Grimm, Endowment Officer, 808-779-5475
- Shawntay Yasuda, CIDA for Hawaii Correctional Industries, 808-636-6820
Languages
English
Professional
Timeline
Administrative Assistant II
Punahou School
01.2025 - Current
Chief Customer Service Agent
Hawaiian Airlines, Inc.
05.2024 - 01.2025
Chief Ramp Agent
Hawaiian Airlines, Inc.
06.2022 - Current
CI Sales Specialist II (Lead Sales Representative)
Hawaii Correctional Industries, Dept. of Public Safety
07.2020 - 06.2022
Educational Assistant II, Braille Certified
Keone’ula Elementary School, Dept. of Education
08.2018 - 07.2020
Para-Professional Tutor, Preschool
Keone’ula Elementary School, Dept. of Education
10.2017 - 05.2018
Retail Team Lead
Vera Bradley
08.2017 - 06.2022
A+ Group Leader
Kama’aina Kids, Keone’ula Elementary Site
08.2017 - 05.2018
High School Diploma -
The Kamehameha Schools – Kapalama Campus