Mandy Draney
American Fork
Summary
Dynamic and results-driven professional with extensive experience at JetBlue Airways, excelling in exceptional customer service and employee training. Proven ability to enhance operational efficiency and resolve complex issues swiftly. Proficient in Microsoft Office and adept at skill acquisition, fostering a high-performing team environment.
Overview
16
16
years of professional experience
Work History
Onboard Lead Flight Attendant
JetBlue Airways
02.2023 - 11.2025
- Supervised cabin crew to ensure compliance with safety regulations and service standards.
- Trained and mentored new flight attendants on protocols and emergency procedures.
- Coordinated in-flight services, optimizing passenger comfort and satisfaction.
- Conducted pre-flight briefings, aligning team on responsibilities and flight details, ensuring proper understanding of safety protocols and expectations.
- Joined the Mint Experience for a higher level of hospitality and exceptional service.
- I attended Onboard Lead training to operate in the number one position.
- As the onboard lead, I resolved passenger issues swiftly, enhancing the overall travel experience.
- Collaborated with pilots to maintain effective communication during flights.
- Handled difficult situations professionally, maintaining composure under pressure while providing effective solutions.
- Provided exceptional customer service, addressing passenger concerns and resolving issues promptly.
- Resolved passenger conflicts and medical emergencies during flights.
- Served beverages and food items in the Mint Experience from refreshment carts and ovens and provided information about in-flight offerings to passengers.
Business Desk Coordinator
JetBlue Airways
01.2021 - 02.2023
- Coordinated cross-functional projects to enhance operational efficiency and streamline workflows.
- Developed training materials to onboard new team members, improving knowledge retention and performance.
- Managed scheduling and logistics for high-volume contracts, ensuring seamless execution of all activities.
- Collaborated with other teams to align objectives, and drive strategic goals across departments.
- Entered data, generated reports, and produced tracking documents.
- Mentored Business Desk crewmembers, fostering professional development, and promoting best practices within the team.
- Implemented process improvements that increased team productivity and reduced errors in daily operations.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
Business to Business Desk Crewmember
JetBlue Airways
12.2016 - 01.2021
- Delivered exceptional customer service in fast-paced environment. Taking inbound calls from corporate customers and high volume contracts to assist in the booking process for 10+more group bookings
- Processed point-of-sale systems to process transactions efficiently.
- Maintained professional and organizational duties of shared work areas consistently.
- Assisted in training new team members on operational procedures and processes.
- Resolved customer inquiries and complaints promptly and professionally via email and phone conversations.
- Participated in team meetings to discuss strategies for enhancing service quality and proficiency.
- Demonstrated strong multitasking abilities, handling multiple tasks simultaneously without compromising quality or efficiency.
- Worked closely with team leads and supervisors to assist with our high-volume contracts.
- I was part of the startup team as parts of the previous Groups Desk were dissolved, and JetBlue created a new team called the JetBlue Business-to-Business Desk.
- The Business Desk is comprised of Meetings and Incentives for groups of 10 or more. High-volume contract customers booking over 2,000 segments per your request for groups of 10 or more. Corporate and government contracts, and military bookings. Handling VIP bookings and requests from JetBlue Sales Managers throughout the JetBlue network.
- Proficiency in Microsoft Excel was essential in maintaining yearly spreadsheets for Meetings, Incentives, and High Volume Contract customers.
Groups Desk Crewmember
JetBlue Airways
09.2010 - 12.2016
- Take incoming calls for Groups of 10 or more. Making reservations for these groups and completing the ticketing process for these groups.
- Implemented process improvements that enhanced overall passenger experience and satisfaction.
- Worked well with teammates and accepted coaching from management team.
- Provided exceptional customer service, addressing concerns or issues promptly and professionally.
General Reservations Sales Crewmember
JetBlue Airways
02.2010 - 09.2010
- Arranged airline travel from a General Sales inbound call center.
Education
No Degree - General Studies
Utah Valley University
Orem, UT, USA04-2018
No Degree - General Studies
Utah Valley University
Orem, UT, USA04-2018
Certificate of Completion - Travel and Tourism
International Air and Hospitality Academy
Vancouver, WA, USA1 1996
GED - General Education
Utah Valley University
Orem, UT, USA1 1995
Skills
- Skill acquisition and adaptability
- Computer applications proficiency
- Exceptional customer service
- Microsoft Office expertise
- Employee training and development
- Reservation systems experience
- Worldspan, Magellan, and Apollo proficiency
- Sabre software expertise
- Typing speed of 100 wpm
Affiliations
Board Member, Utah Chapter, American Foundation for Suicide Prevention 2010-2019
Hobbies and Interests
I love to spend time with family and friends. I thoroughly enjoy being outdoors camping, boating, hunting and exercising. I love traveling and spending time with my husband and children.
Activities and Interests
Outdoor: Running, Swimming, Gardening, Indoor: Reading , Movies, Spending Time with Family, Traveling: Camping, Vacationing, Hunting
References
References available upon request.
Timeline
Onboard Lead Flight Attendant
JetBlue Airways
02.2023 - 11.2025
Business Desk Coordinator
JetBlue Airways
01.2021 - 02.2023
Business to Business Desk Crewmember
JetBlue Airways
12.2016 - 01.2021
Groups Desk Crewmember
JetBlue Airways
09.2010 - 12.2016
General Reservations Sales Crewmember
JetBlue Airways
02.2010 - 09.2010
No Degree - General Studies
Utah Valley University
No Degree - General Studies
Utah Valley University
Certificate of Completion - Travel and Tourism
International Air and Hospitality Academy
GED - General Education
Utah Valley University