Miriam Kirkland
Ewa Beach,USA
Summary
Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Manager, Guest Service
Hawaiian Airlines
12.2022 - Current
- Manage Honolulu-based guest service Chiefs and Agents, ensuring adherence to policies and procedures for optimal service delivery.
- Provide regular updates on items directly affecting the team and conduct one-on-one learning sessions to facilitate growth opportunities.
- Handle all guest escalations with professionalism, satisfying concerns, and representing business requirements.
- Execute, coordinate, and collaborate with cross-functional teams to manage irregular operation events, ensuring decisions prioritize guest and agent safety, thus increasing overall on-time performance.
- Led operational teams to improve workflow efficiency and enhance productivity across multiple projects.
- Oversaw project management, ensuring alignment with organizational goals and timely completion of deliverables.
- Mentored staff, fostering professional growth and enhancing team collaboration through training programs.
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
- Improved safety procedures to create safe working conditions for workers.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Guest Service Chief (Management)
Hawaiian Airlines
11.2021 - 12.2022
- Oversean operations at Neighbor Island and Transpacific terminals, as well as check-in counters, ensuring the best travel experience for guests.
- Certified as Ground Security Coordinator, addressing guest inquiries with expertise in fare rules, Contract of Carriage, and individualized resolutions.
- Coordinated guest service agents to minimize vulnerabilities during irregular operations, leading to increased on-time performance and guest satisfaction.
- Developed operational strategies to streamline check-in and boarding processes.
- Collaborated with cross-functional teams to resolve customer complaints effectively.
- Implemented training programs to improve service delivery standards among team members.
- Trained and mentored staff on best practices in guest relations and problem resolution.
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Oversaw daily operations, ensuring compliance with safety and quality protocols.
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Managed team of front desk staff, fostering a supportive work environment and enhancing overall performance.
- Understood and implemented safety and emergency procedures.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
Guest Service Agent
Hawaiian Airlines
06.2012 - 11.2021
- Processed guests through check-in and baggage acceptance, addressing flight-related inquiries and concerns.
- Controlled, boarded, and closed flights, maintaining passenger safety and accurate flight records.
- Proficient in passenger planner and traffic control seats, requiring specialized certifications and training for all job duties.
Armed Guard
Hana Industries
12.2010 - 08.2012
- Perform screening duties to ensure only authorized commercial vehicles and cargo are allowed access into the facility.
- Control center operations
- Execute emergency closure procedures (ECP) during emergencies to ensure all ingress and egress of personnel, property, equipment, vessels or vehicles are denied.
Direct Care Supervisor
Alternative Behavioral Services
04.2010 - 12.2010
- Conduct assessment diagnosis and treatment plan development to each client.
- Maintain client charts to ensure compliance with Medi-Cal regulations.
- Document delivery of service in daily progress notes.
Food Service Assistant
Costco Wholesale
07.2009 - 03.2010
- Prepares and sells food and drinks to customers.
- Pulls and stocks supplies ingredients, cleans kitchen and eating area.
- Provides prompt and courteous member service.
Service Consultant / Call Center
First Hawaiian Bank
05.2007 - 06.2009
- Answer customer inquiries and provide customers with account information.
- Maintain service standards for quality customer service, turnaround time, accuracy and follow up.
- Promote use of self-service functions such as online and mobile banking
- Provide input to management on workflow issues, patterns and improvements.
Team Lead- Airport Trade Center
Jamba Juice
02.2004 - 05.2007
- Make great consistent, healthy products.
- Provide great customer service and maintain positive relations with customers.
- Maintain stock/inventory in production.
- Handled cash/credit card transactions effectively and accurately.
Education
High School Diploma -
Admiral Arthur W. Radford High School
Honolulu, HISkills
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Word
- Worldtracer
- Ultipro
- Sabre Interact
- Amadeus Altea
- PDI
- Mosaic
- McWeb
- RealTime
- Roster Apps
- Smart Suite
- Staff training and development
- Documentation and reporting
- Operations management
- Cross-functional teamwork
- Conflict resolution
- Workforce management
- Performance evaluations
- Regulatory compliance
- Training and development
- Time management
- Decision-making
Certification
- FAA Traffic Certification
- HCC Passenger Planner Certification
- GSC/CRO Certification
- Jet bridge Certification
- Control and Boarding Certification
- International passenger and baggage handling
- Ramp Advisory Certification
Timeline
Manager, Guest Service
Hawaiian Airlines
12.2022 - Current
Guest Service Chief (Management)
Hawaiian Airlines
11.2021 - 12.2022
Guest Service Agent
Hawaiian Airlines
06.2012 - 11.2021
Armed Guard
Hana Industries
12.2010 - 08.2012
Direct Care Supervisor
Alternative Behavioral Services
04.2010 - 12.2010
Food Service Assistant
Costco Wholesale
07.2009 - 03.2010
Service Consultant / Call Center
First Hawaiian Bank
05.2007 - 06.2009
Team Lead- Airport Trade Center
Jamba Juice
02.2004 - 05.2007
High School Diploma -
Admiral Arthur W. Radford High School
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