Summary
Overview
Work History
Education
Skills
Affiliations
Interests
Activities and Interests
Timeline
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Mandy Draney

American Fork,USA

Summary

Dynamic customer service professional with extensive experience in the travel, tourism, and airline sectors. Proven ability to deliver exceptional service while effectively managing client needs and expectations. Strong communication skills and a passion for creating memorable experiences contribute to a dedicated advocate for customer satisfaction. Committed to leveraging industry knowledge to enhance service delivery and foster lasting relationships.

Overview

29
29
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.

Owner/ Operator Nail Technician

For Every Nail
05.2004 - 12.2010
  • Worked successfully as a nail technician.

General Reservations Sales Crewmember

JetBlue Airways
02.2010 - 09.2010
  • Arranged airline travel from a General Sales inbound call center.

Independent Contractor

Travel Agent
01.2007 - 01.2008
  • Arranged hotel and travel reservations for an entrepreneur.

In House Corporate Travel Agent

Stores Online
08.1999 - 04.2001
  • Arranged airline travel for 40 plus employees on a weekly basis.
  • Completed transactions for Medallion Members.
  • Arranged hotel accommodations, car rentals, and weekly per diem.
  • Arranged meeting space for 7 workshop team throughout the country for weekly events.

Travel Agent

Classic Travel
01.1998 - 06.1999
  • Arranged hotel, air, car rental reservations and leisure travel packages.

Reservation Sales Agent

Delta Airlines
02.1997 - 01.1998
  • Arranged airline travel from a General Sales inbound call center.
  • Also performed managerial duties with other employees.

Education

No Degree - General Studies

Utah Valley University
Orem, UT, USA
04-2018

No Degree - General Studies

Utah Valley University
Orem, UT, USA
04-2018

Certificate of Completion - Travel and Tourism

International Air and Hospitality Academy
Vancouver, WA, USA
01.1996

GED - General Education

Utah Valley University
Orem, UT, USA
01.1995

Skills

  • Efficient at acquiring new skills
  • Proficient in computer applications
  • Deliver exceptional customer service
  • Experienced with Microsoft Office applications
  • Employee training
  • Experienced with various computer reservations platforms
  • Worldspan
  • Magellan
  • Apollo
  • Experienced with Sabre software
  • Proficient in typing at 100 wpm

Affiliations

Board Member, Utah Chapter, American Foundation for Suicide Prevention 2010-Present

Interests

I love to spend time with family and friends I thoroughly enjoy being outdoors camping, boating, hunting and exercising I love traveling with my husband and children

Activities and Interests

Outdoor: Running, Swimming, Gardening, Indoor: Reading , Movies, Spending Time with Family, Traveling: Camping, Vacationing, Hunting

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

Independent Contractor

Travel Agent
01.2007 - 01.2008

Owner/ Operator Nail Technician

For Every Nail
05.2004 - 12.2010

In House Corporate Travel Agent

Stores Online
08.1999 - 04.2001

Travel Agent

Classic Travel
01.1998 - 06.1999

Reservation Sales Agent

Delta Airlines
02.1997 - 01.1998

GED - General Education

Utah Valley University

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
Mandy Draney