MIRIAM UGAITAFA
Ewa Beach,HI
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Manager, Guest Service
Hawaiian Airlines
Honolulu, HI
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.
Guest Service Chief
Hawaiian Airlines
Honolulu, HI
11.2021 - 12.2022
- Oversaw 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.
Guest Service Agent
Hawaiian Airlines
Honolulu, HI
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
Pearl Harbor, HI
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
Burlingame, CA
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
Honolulu, HI
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
Skills
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Word
- Worldtracer
- Ultipro
- Sabre Interact
- Amadeus Altea
- PDI
- Mosaic
- McWeb
- RealTime
- Roster Apps
- Smart Suite
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
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