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
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, 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, USA01.1996
GED - General Education
Utah Valley University
Orem, UT, USA01.1995
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
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