Mindy Mallory
Reno,NV
Summary
Dynamic professional with a proven track record at United Airlines, excelling in critical thinking and customer relations. Expert in enhancing learning and operational efficiency through innovative problem-solving and adaptability. Achieved significant improvements in customer satisfaction and operational workflows, demonstrating exceptional organizational skills and the ability to thrive under pressure.
Overview
7
7
years of professional experience
Work History
Home School Teacher and Tutor
Mallory Tutoring
08.2017 - 05.2024
- Enhanced learning experiences by incorporating specialized tools and resources tailored to the needs of special education students.
- Supported students in developing social skills through structured activities and positive reinforcement techniques.
- Worked one-on-one with students to determine strengths, weaknesses, and learning patterns.
- Provided warm, supportive environment for developing academic, social, and emotional growth.
- Created study guides, research materials and syllabi for students.
- Cultivated strong communication skills with frequent telephone communication with various individuals within the Department of Education.
- Developed strong conflict resolution.
- Ability to work underpressure in a deadline oriented environment.
Station Operations Representative
United Airlines
12.2022 - 02.2024
- Enforced safety, security, quality and performance procedures, rules and requirements.
- Optimized workflows to increase efficiency and decrease errors in day-to-day operations.
- Maintained accurate records of operations activity, enabling data-driven decisionmaking.
- Evaluated operational risks proactively mitigating potential issues through thorough analysis contingency planning.
- Collaborated with various departments to support daily activities oversight and coordination.
- Managed daily operations for optimal productivity, ensuring timely completion of tasks.
- Resolved complex problems utilizing critical thinking skills innovative approaches ultimately driving positive outcomes.
- Communicated and coordinated directly with the Network Operations Center in Chicago.
- Managed fuel orders and invoices, as well as maintenance requests and completion.
- Monitored and tracked inbound and outboud flights, assigned gates, as well as coordinating diversions.
- Maintained direct communication with pilots and in flight crew, troubleshooting and resolving any issues.
- Maintained records of fuel load and fuel density, as well as entering data into system.
- Monitored passenger boarding totals and pit weight for weight restrictions on various different models of aircraft and adjusted accordingly.
- Maintained, verified and input data for interior and exterior security searches of aircraft.
- Operated jetbridges to meet inbound aircraft and allow for departing aircraft, as well as opening and closing aircraft doors.
- Ensured compliance with company policies, industry regulations, and best practices at all times.
Customer Service Representative
United Airlines
09.2022 - 02.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled passenger ticketing issues to assure most effective and timely flight plans.
- Maintained knowledge of TSA and FAA regulations
- Operated jetbridges to meet different aircraft and allow for departures.
- Worked as a gate agent for both inbound and outbound flights.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Associate of Applied Science - Medical Assisting
Provo College
Provo, UT09.2004
Skills
- Parent-Teacher Communication
- Problem-solving skills
- Organizational Skills
- Team Collaboration
- Conflict de-escalation and resolution
- Working under pressure
- Adaptability
- Active Listening
- Critical Thinking
- Customer Relations
- Problem-solving abilities
- Customer Service
Timeline
Station Operations Representative
United Airlines
12.2022 - 02.2024
Customer Service Representative
United Airlines
09.2022 - 02.2024
Home School Teacher and Tutor
Mallory Tutoring
08.2017 - 05.2024
Associate of Applied Science - Medical Assisting
Provo College