Michelle D Torres
Massapequa,NY
Summary
Availability: Job Type: Permanent Work Schedule: Full Time Veterans Preference: Yes Results-driven Supervisor with experience steering and directing all aspects of operations. Practiced in orchestrating multiple projects with competing priorities involving process improvements, safety initiatives and quality control. Recognized and commended for collaborating with upper management to achieve organizational objectives.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Flight Attendant Supervisor/ Delay Task Force POC
JetBlue Airways, JFK International Airport
Jamaica, NY
11.2023 - Current
- Provided oversight and supervision of flight crew personnel.
- Conducted pre-flight briefings with crew members.
- Ensured compliance with aviation safety policies and standards at all times.
- Investigated delay incidents involving aircrafts or passengers as needed.
- Reviewed delay codes and cameras to determine causes of flight delays.
- Supervised airfield operations, including arrivals, departures and identifying root causes of delays to maintain an on-time departure.
- Identified opportunities for boarding process improvements.
- Wrote and submitted reports delay on delays, their causes for review from airport operations and prepared leadership for meetings with other Airport departments.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Coached, mentored team members in order to improve their job performance.
Flight Attendant
JetBlue Airways, JFK International Airport
11.2021 - Current
- Followed safety, passenger and supply pre-flight checklists.
- Offered answers to passengers' questions and resolved issues that arose during flights.
- Instructed passengers on safety and emergency procedures and answered questions related to flight.
- Helped guests locate seats and stow luggage in appropriate locations.
- Managed refreshments cart at scheduled intervals to give passengers food and beverages.
- Followed company regulations and rules promoting safe environment for both travelers and employees.
- Cleaned and serviced all areas of aircraft, including cabin, galleys and lavatories.
- Collaborated with officials to establish action plans to provide safe environment and immediate response to threats and emergencies.
- Restocked and organized food, beverage and passenger items inventory.
- Kept cabin neat, clean and professional in appearance.
- Attended trainings in customer service, conflict resolution techniques, and safety procedures to remain current on new requirements and procedures.
Customer Service Reservations Agent
JetBlue Airways
Orlando, FL
04.2015 - 11.2021
- Answer calls in Spanish and English regarding general information about airline travel on JetBlue Airways.
- Provide the JetBlue experience to every Customer, every time.
- Perform activities including viewing a computer terminal and navigating menus and screens on a computer terminal.
- Sell ancillary products for incoming calls.
- Resolve general customer service concerns through effective customer service techniques.
- Send and receive email correspondence.
- Initiate searches for miscellaneous travel-related information on the Internet.
- Work independently and in a team environment, Supervisory Transportation Security Officer.
- Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
- Managed high-volume of inbound customer calls.
- Documented conversations with customers to track requests, problems and solutions.
Department of Homeland Security Supervisor
Transportation Security Administration
Orlando, FL
09.2002 - 04.2008
- Conducting and supervising subordinate employees in conducting pre-board security screening of persons, their carry-on and checked baggage/cargo.
- Overseeing screening checkpoints on a day-to-day basis to include equipment, personnel; scheduling and rotation of personnel.
- Directing work of subordinate employees to include: setting priorities, assigning tasks; monitoring and evaluating performance, coaching and developing employee capabilities; approving leave, recommending a variety of human resources actions up to and including dismissal, as appropriate.
- Participating in the development of new policies and procedures, and recommending changes in policy and procedures based on observation of work, as required.
- Participating in the development of strategic planning initiatives, workforce planning, succession planning initiatives, and other reports and documents for TSA and superiors.
- Preparing various types of communications such as morning briefings, checkpoint logs, reports, and documents that are germane to the work performed.
- Developing incident information and reports for Law Enforcement Officers (LEOs) and superiors.
- Supervisor: Shawn Williams (407) 319-3375 Okay to contact this Supervisor: Yes.
- Periodically reviewed existing policies and procedures and made recommendations to improve security.
- Implemented new security protocols to prohibit trespassing and increase safety.
- Developed and implemented training methods to promote improved officer performance.
- Managed security staff schedules for all shifts, minimizing overtime costs.
- Developed and implemented training procedures for all newly hired personnel.
- Trained new security officers on safety protocols and company standards.
- Recorded required data for incident reports and files quickly and accurately.
- Demonstrated ability to think fast and remain calm under pressure.
PASS Facilitator/ Supervisor Trainer
Department of Homeland Security
Orlando, FL
04.2006 - 03.2008
- Prepared handouts, study materials and other teaching aids.
- Addressed specific supervisors needs through one on one training.
- Guided supervisors, teaching methods for working assignments and determining correct solutions.
- Completed evaluations of new supervisors to determine strengths and customize training.
- Conducted training needs assessments to identify individuals' current level of skill compared to required competency for position.
- Conducted ongoing evaluations to determine effectiveness of programs and make recommendations for necessary modifications.
- Collaborated with senior and department leaders to develop and implement workforce plans
- Organized handbook and course documentation for the supervisors.
Flight Operations Specialist
Department of Armed Forces
11.2000 - 07.2003
- Maintains aviation operations files as well as records, and also prepares plus types reports, orders, and also schedules all activities pertaining to aviations operations safety.
- Displays flight planning information to include airfield diagram, status of navigational aids, map of local flying area, special use airspace plus crash grid chart.
- Maintains & Issues flying regulations as well as pilots flight crew information on file.
- Keeps files of extended flights as well as navigational information, like weight plus balance data, cross country kits, navigational publications, radio and landing facility charts, flight information manuals, maps, and other pertinent guide notices.
- Compiles, prepares, and also distributes correspondence, like aviation operations reports, aviation safety reports, and flight schedules.
- Assists flight-line personnel in assigning crew as well as passengers to aircraft plus assists aviators in preparing flight plans, processes flight plans and arrival reports for transmission to flight air traffic control centers.
- Supervisor: SGT.
- DiGeranimo (413) 557-1110 Okay to contact this supervisor: Yes.
- Reported maintenance and repair needs for transportation vehicles and equipment.
Education
Flight Crew Training
JetBlue University
Orlando11.2021
Associate of Science - Nursing/Registered Nurse
Concorde Career Institute - Orlando
Orlando, FL02.2019
Biology
Valencia Community College
2016
Skills
- Coaching
- Customer service
- Bi-lingual
- Supervising
- Customer Complaint Resolution
- Call center experience
- High-energy attitude
- Excellent Organization Skills
- Multi-Tasking
- Flight safety
- Pre-flight checks
- Skilled in Conflict Resolution
- Security Screening
- Medical Emergency Response
- Staff Leadership
- Schedule Management
Additional Information
- Language Fluent in both English and Spanish
Certification
- First Aid/CPR
- CRO (Complaint Resolution Officer)
- Blue Unity
- Vets In Blue CRG Leadership Team
- ServSafe
Timeline
Flight Attendant Supervisor/ Delay Task Force POC
JetBlue Airways, JFK International Airport
11.2023 - Current
Flight Attendant
JetBlue Airways, JFK International Airport
11.2021 - Current
Customer Service Reservations Agent
JetBlue Airways
04.2015 - 11.2021
PASS Facilitator/ Supervisor Trainer
Department of Homeland Security
04.2006 - 03.2008
Department of Homeland Security Supervisor
Transportation Security Administration
09.2002 - 04.2008
Flight Operations Specialist
Department of Armed Forces
11.2000 - 07.2003
Flight Crew Training
JetBlue University
Associate of Science - Nursing/Registered Nurse
Concorde Career Institute - Orlando
Biology
Valencia Community College
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