Michelle Borriello

• Supervised and co-managed customer service agents at Boston Logan airport to ensure safe and efficient services are provided to the traveling public.
• Coached employees through day-to-day work and complex problems while working side by side within the Federal inspections hall.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Developed and maintained strong relationships with stakeholders, tenants and customers to maintain loyalty, a good rapport and for customer satisfaction.
• Assisted with administration work such as the conduction of interviews, trainings of new staff, on boarding, and completing daily work orders and reports.
• Set priorities and problem-solved workflow issues to maintain rapport with and managers.
• Created, prepared, and delivered daily reports and statistical information to the department management.

• Oversaw ticketing, gate and ramp services.
• Monitored security and maintained operational protocols.
• Hired, trained, and motivated employees to provide exceptional passenger care and support.
• Managed team member schedules and work assignments.
• Provided exceptional customer service to passengers, addressing concerns and resolving issues.
• Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
• Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
• Prepared detailed passenger manifests and other reports to meet organizational needs.
• Maintained and completed administrative records and documents to meet company requirements.
• Fostered partnerships and supportive relationships with local airport operations to facilitate corporate initiatives.
• Lead and oversaw a team of ten members who handled the international flight arrivals and departures.

• Managed and supervised the daily operation of the station to ensure an ontime departures.
• Worked closely with team members to schedule breaks and shifts to meet state regulations.
• Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
• Scheduled staff to establish adequate coverage during peak times.
• Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

• Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
• Provided exceptional customer service to passengers, addressing concerns and resolving issues.
• Checked in luggage and confirmed all carry-on items met federal guidelines.
• Announced flight status updates and information about gate changes over PA system.
• Escorted handicapped passengers from terminal to aircraft.
• Managed large volumes of incoming and outgoing calls, accurately providing information to customers.
• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.

Provided translation and interpretation services for incoming international arrivals at Boston Logan Airport to include, primary cases and secondary cases involving potential entry denials and admissions.

Assisted to greeting, meeting and directing passengers to appropriate queuing lanes within the Federal Inspection halls.