Lesa Ma'o
Lakewood,WA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
27
27
years of professional experience
Work History
Reservations Agent
Alaska Airlines
07.2023 - Current
- Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
- Developed strong relationships with travel agents and corporate clients, leading to increased referral business and repeat bookings.
- Provided customers with information about availability and pricing.
- Provided customer service to each person by engaging customers and using active listening and effective interpersonal skills.
- Utilized advanced reservation software systems effectively to manage bookings, track availability, and update guest records accurately.
- Processed payments securely while adhering to strict confidentiality guidelines regarding personal financial information.
- Enhanced customer satisfaction by efficiently handling all aspects of the reservation process promptly.
- Checked in an average of [25-35] passengers per flight.
Live-In Caregiver
Department Of Social And Health Services
12.2009 - 11.2021
- Maintained a clean, safe living environment for clients by performing housekeeping tasks such as laundry, cleaning, and organizing household items.
- Enhanced nutritional intake of clients by preparing healthy meals according to dietary restrictions or preferences.
- Promoted clients'' physical and mental health by engaging them in appropriate exercises and recreational activities.
- Administered medications accurately and timely, ensuring proper dosages for optimum client health.
- Transported clients to medical appointments or social engagements as needed while prioritizing safety during travel.
- Managed challenging behaviors or special needs effectively using patience, understanding, and behavioral interventions when necessary.
- Implemented strategies for fall prevention in the home environment to minimize injury risk for elderly or disabled clients.
- Enhanced clients'' quality of life by providing compassionate and attentive care.
- Assisted clients in managing chronic conditions through close monitoring, lifestyle modifications, and adherence to prescribed treatments.
- Supported clients in maintaining independence by assisting with daily activities such as personal grooming, mobility, and meal preparation.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Assisted with daily living activities, running errands, and household chores.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
Customer Service Team Leader
Hawaiian Airlines
10.2005 - 08.2019
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
- Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
- Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- Collaborated with team members to achieve high levels of performance in demanding situations.
- Streamlined check-in processes for faster service, resulting in reduced wait times.
- Greeted passengers, assisted with carry-on baggage storage, and delivered onboard announcements.
Travel Agent
Regal Travel Service
01.2000 - 06.2002
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Designed personalized vacation experiences based on thoroughly understanding each client's interests, budget constraints, and desired outcomes.
- Increased client satisfaction by creating customized travel itineraries tailored to individual preferences and needs.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
Accounting and Sales Assistant
Alaska Airlines
11.1997 - 11.1999
- Coordinated with the sales department to ensure proper documentation of transactions, minimizing errors and discrepancies in records.
- Maintained and organized filing system for all accounting documents, facilitating easy access to critical information when needed.
- Matched purchase orders with invoices and recorded necessary information.
- Input financial data and produced reports using [Excel and Google].
- Entered figures using a 10-key calculator to compute data quickly.
Education
Bachelor of Arts - Business Administration And Management
Pierce College
Steilacoom, Wa05.2026
Associate of Arts - Business Administration And Management
University of Arizona
Tucson, AZAssociate of Arts - Business Administration And Management
University of Maryland - University College
Giessen GEAssociate of Arts - Business Administration
Hawaii Community College
Hilo, HIAssociate of Arts - Business Administration
Pierce College
Steilacoom, WACertificate - Tourism And Travel Management
Fox Travel Institute
Seattle, WA01.1991
Skills
- Patience and composure
- Reservations assistance
- Customer Service
- Professional Communication
- Customer Engagement
- Travel industry knowledge
- Proficient in Airline software; Sabre, Interact, Image, Rain
- Office Administration
- Microsoft Excel
- Documentation And Reporting
- Microsoft Word
- Administrative Support
Affiliations
- St Frances Cabrini School Volunteer Parent Club Treasurer - Lakewood, WA
- St Frances Cabrini Parish Lector Reader and Eucharistic Ministry - Lakewood, WA
Languages
Samoan
Native or Bilingual
Timeline
Reservations Agent
Alaska Airlines
07.2023 - Current
Live-In Caregiver
Department Of Social And Health Services
12.2009 - 11.2021
Customer Service Team Leader
Hawaiian Airlines
10.2005 - 08.2019
Travel Agent
Regal Travel Service
01.2000 - 06.2002
Accounting and Sales Assistant
Alaska Airlines
11.1997 - 11.1999
Bachelor of Arts - Business Administration And Management
Pierce College
Associate of Arts - Business Administration And Management
University of Arizona
Associate of Arts - Business Administration And Management
University of Maryland - University College
Associate of Arts - Business Administration
Hawaii Community College
Associate of Arts - Business Administration
Pierce College
Certificate - Tourism And Travel Management
Fox Travel Institute
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