Summary
Overview
Work History
Education
Skills
Languages
Timeline
Perfect Attendance Award
Generic

Lorenda Okpala

Charlotte,NC

Summary

Dynamic professional with extensive experience at American Airlines, excelling in crew leadership and customer service. Proven track record in training and mentoring staff, enhancing performance, and ensuring compliance with safety protocols. Strong analytical decision-making skills complemented by effective time management, driving operational efficiency and fostering a collaborative work environment.


Professional aviation leader with extensive experience in managing and directing team operations. Strong focus on team collaboration and adaptability to changing needs, ensuring optimal performance and results. Skilled in strategic planning, problem-solving, and maintaining high standards in safety and efficiency. Known for reliability and ability to inspire and guide teams to achieve set goals.

Overview

21
21
years of professional experience

Work History

Crew Chief

American Airlines
12.2024 - Current
  • Managed a team of 3 according to company standards and compliance requirements.
  • Organized daily assignments for crew members, ensuring efficient use of time and resources.
  • Lead and direct crew members on all necessary parts of task.
  • Mentored junior crew members, fostering a supportive work environment and promoting professional growth.
  • Solved complex problems quickly through effective collaboration with team members from various departments and disciplines.
  • Collaborated with other supervisors to address workflow challenges and develop innovative solutions.
  • Enforced strict safety protocols to protect crew members.

Fleet Service Agent

American Airlines
12.2021 - 12.2024
  • Ensured optimal fleet utilization by effectively allocating resources based on operational requirements.
  • Maintained compliance with safety regulations through regular inspections and adherence to established protocols.
  • Inspected cargo for efficient and safe handling and transport between planes and cargo areas.
  • Improved ramp safety by consistently adhering to company policies and federal regulations.
  • Provided quick response to emergencies on the ramp area following established protocols, safeguarding both personnel and assets involved in incidents.
  • Safeguarded passengers'' belongings by accurately sorting and prioritizing luggage according to flight schedules.

Flight Attendant

Piedmont Airlines
04.2021 - 12.2021
  • Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
  • Maintained a safe cabin on EM145 environment by conducting pre-flight safety checks and adhering to FAA regulations.
  • Handled medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
  • Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
  • Promoted brand reputation by exhibiting professionalism, friendliness, and attentiveness in every interaction with customers.

Customer Service Agent

Piedmont Airlines
09.2018 - 04.2021
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.

Trainer

Texas Roadhouse
06.2016 - 12.2018
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Provided one-on-one mentoring to help individuals reach their full potential within the organization.
  • Coached employees on best practices, providing constructive feedback to support their professional growth.
  • Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.

Catering Delivery Driver

Just Fresh
07.2013 - 07.2016
  • Collaborated with kitchen staff to confirm order details, preventing miscommunication and errors in preparation.
  • Actively sought feedback from clients post-event, identifying areas for improvement and implementing necessary changes accordingly.
  • Offered assistance to colleagues in handling larger events, showcasing teamwork and adaptability under pressure.
  • Adhered to food safety regulations when transporting orders, maintaining proper temperature control measures throughout the process.

Restaurant Hostess

Harper's
08.2011 - 06.2013
  • Demonstrated strong multitasking skills by handling telephone inquiries while attending to in-person guest needs seamlessly.
  • Handled high-pressure situations gracefully, managing multiple tasks simultaneously while maintaining a calm demeanor.
  • Answered customer questions about hours, seating, and menu information.
  • Maintained an organized waitlist for busy times, ensuring efficient seating of guests.

Administrative Assistant

First Med Inc
08.2004 - 08.2011
  • 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.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.

Education

Bachelor of Arts - Sociology, Psychology

University of North Carolina At Charlotte
Charlotte, NC
05-2017

Skills

  • Training and mentoring
  • Performance improvements
  • Crew leadership
  • Staff training
  • Customer service
  • Effective time management
  • Analytical decision-making
  • Strong written communication skills

Languages

English
Native or Bilingual
Spanish
Professional Working

Timeline

Crew Chief

American Airlines
12.2024 - Current

Fleet Service Agent

American Airlines
12.2021 - 12.2024

Flight Attendant

Piedmont Airlines
04.2021 - 12.2021

Customer Service Agent

Piedmont Airlines
09.2018 - 04.2021

Trainer

Texas Roadhouse
06.2016 - 12.2018

Catering Delivery Driver

Just Fresh
07.2013 - 07.2016

Restaurant Hostess

Harper's
08.2011 - 06.2013

Administrative Assistant

First Med Inc
08.2004 - 08.2011

Bachelor of Arts - Sociology, Psychology

University of North Carolina At Charlotte

Perfect Attendance Award

I was given a plaque from management for perfect attendance! I am very dependable and reliable; will always show up no matter what. 

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