Rachel Brosey
Orlando,FL
Summary
Job Type: Permanent Dependable candidate with a reputation for providing excellent customer service and ensuring passenger safety during flights. Demonstrates excellent communication and problem- solving skills. Dynamic and service-oriented individual with experience providing polite and courteous service to passengers and excellent customer service and communication skills as well as a commitment to safety. Demonstrates ability to work with diverse people, remain calm in an emergencies, and maintain a professional demeanor at all times. Highly organized and detail-oriented worker, with a drive to exceed expectations. Ability to analyze data, develop strategies, and provide solutions to complex problems. Detail-oriented professional with excellent communication, interpersonal, and creative thinking skills. Aiming to leverage my abilities to successfully fill the vacancy at your company. Frequently praised as hard-working by my peers, I can be relied upon to help your company achieve its goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Continuum Global Solutions
Orlando, Florida
06.2023 - Current
- Resolved customer complaints promptly and efficiently.
- Implemented innovative methods for streamlining the customer service process.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Assisted customers with product selection.
- Developed positive relationships with customers through friendly interactions.
- Answered customer inquiries via phone, email, and chat.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided accurate information about products and services to customers.
- Developed strong relationships with customers by providing personalized assistance and support.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls to facilitate customer service.
- Answered incoming calls providing frontline customer support or assistance with product and service transactions.
FLIGHT ATTENDANT
Spirit Airlines
Orlando, FL
11.2022 - 02.2023
- Enforced aircraft and passenger compliance with safety protocols, procedures, and regulations
- Guided passengers during onboarding and offboarding, providing specialized care for passengers with special needs
- Collaborated with flight crew members to provide excellent customer service
- Performed detailed safety briefings before departure, communicating with passengers in exit rows for emergency compliance
- Completed flight preparations and landing procedures according to company policy
- Monitored and recorded cabin inventory levels post-landing to reduce product shortages
- Assisted in the safe and timely loading and unloading of luggage
- Trained in emergency evacuation procedures, CPR, and First Aid
- Cleaned and sanitized flight cabin and bathrooms to reduce risk of spreading illness
- Adapted to flight delays and schedule operations, updating passengers on flight status
- Stowed and organized luggage in overhead bins for maximum storage capacity
- Answered passenger questions and concerns, escalating issues to pilot or security team
- Met and exceeded airline safety requirements for a safe flight experience
- Served food and drinks from refreshment cart and provided information about in-flight offerings
- Developed strong interpersonal skills to effectively address customer needs and complaints
- Walked aisles of planes to verify that passengers had complied with federal regulations prior to takeoffs and landings
- Administered first aid to passengers in distress
- Announced and demonstrated safety and emergency procedures for oxygen masks, seat belts, and life jackets
- Checked food, beverages, emergency equipment, and other supply levels aboard
- Attended preflight briefings concerning weather, emergency procedures, food, and beverage service and passenger count
- Conducted periodic cabin trips to assist passengers and distribute items
- Prepared passengers and aircraft for landing, following procedures
- Collected money for meals and beverages
- Prepared reports showing departures and destinations, passenger ticket numbers, meal, and beverage inventories, cabin equipment conditions, and problems encountered
- Greeted passengers boarding aircraft and directed them to assigned seats
- Took inventory of headsets, alcoholic beverages and money collected
- Answered passenger questions about flights, weather, travel routes, services, and schedules
- Verified that first aid kits and other emergency equipment, including fire extinguishers, and oxygen bottles, were in working order
- Announced flight delays and descent preparations
- Assisted passengers entering and disembarking aircraft
- Inspected and clean cabins, checking for any problems and making sure that cabins are in order
- Monitored passenger behavior to identify threats to safety of crew and other passengers
- Reassured passengers when situations, such as turbulence, were encountered
- Inspected passenger tickets to verify information and to obtain destination information
- Assisted passengers in placing carry-on luggage in overhead, garment, and under-seat storage
- Heated and served meals and delivered prepared foods to guests
- Directed and assisted passengers in emergency situations
- Determined special assistance needs of passengers, such as small children, elderly, and disabled persons.
FAMILY SUPPORT WORKER
Department of Children and Families
Sarasota, FL
08.2020 - 07.2022
- Helped families build on spiritual and religious beliefs or practices as a source of strength to reach goals
- Participated in workshops, seminars, and education programs to promote professional growth and development
- Engaged and involved foster families to comply with state and federal standards
- Made referrals for emergency and ongoing services within the agency and to other agencies
- Documented progress toward risk reduction, achievement of service goals, and positive case outcomes
- Screened and assessed families to determine program eligibility and identify areas to address in the service plan
- Assisted parents to optimize the home environment for the well-being and safety of children
- Assessed ongoing changes in behavior, circumstances, or conditions to maximize child safety
- Assisted investigators in maintaining a caseload of families receiving social services
- Initiated and maintained regular contact with families in homes
- Referred clients to community resources for services, such as job placement, debt counseling, legal aid, housing, medical treatment, and financial assistance, and provided concrete information, such as where to go and how to apply
- Addressed legal issues, such as child abuse and discipline, assisting with hearings, and providing testimony to inform custody arrangements
- Determined clients' eligibility for financial assistance
- Administered welfare programs
- Counseled individuals, groups, families, or communities about mental health, poverty, unemployment, substance abuse, physical abuse, rehabilitation, social adjustment, child care, or medical care
- Developed and reviewed service plans in consultation with clients and performed follow-ups assessing the quantity and quality of services provided
- Evaluated personal characteristics and home conditions of foster home and adoption applicants
- Counseled students whose behavior, school progress, or mental or physical impairment indicated the need for assistance, diagnosing students' problems and arranging for needed services
- Served on policy-making committees, assisted in community development, and assisted client groups by lobbying for solutions to problems
- Interviewed clients individually, in families, or in groups, assessing situations, capabilities, and problems to determine services required to meet needs
- Reared problems, interviewing child, and family to determine whether further action was required
- Collected supplementary information needed to assist the client, such as employment records, medical records, and school reports
- Consulted with parents, teachers, and other school personnel to determine causes of problems, such as truancy and misbehavior, and to implement solutions
- Provided, found, and arranged for support services, such as child care, homemaker service, prenatal care, substance abuse treatment, job training, counseling, and parenting classes to prevent more serious problems from developing
- Provided support in such areas as grief, stress, and chemical dependency
- Placed children in foster or adoptive homes, institutions, or medical treatment centers
- Maintained case history records and prepared reports
- Liaised between students, homes, schools, family services, child guidance clinics, courts, protective services, doctors, and other contacts to help children facing disabilities, abuse, and poverty.
FAMILY SUPPORT WORKER
Department of Health
Largo, FL
07.2015 - 07.2020
- Coordinates visits and transports with the families and the child
- Making sure they have their bonding visitation time as necessary
- Working with outside entities to assist in any aide needed by the family for the child/children
- Enters documentation into the FSFN system
- Requests Medical records from Hospitals, Therapists, and any other entities as necessary
- Faxes, scans, copies, and emails clients, outside entities, and coworkers
- Translates Spanish for clients and coworkers
- Helps clients apply for Medicaid and Food stamps
- Develops and maintains effective working relationships with other departmental managers, state managers, media, service recipients, and the public
- Manages Change - Initiates change effectively and adapts to necessary changes in operations
- Motivates employees to have a positive attitude towards operational changes
- Demonstrates a positive attitude when given assignments
- Demonstrates professional competency and works well with others
- Communicates clearly and listens effectively
- Keeps others informed.
ADMINISTRATIVE ASSISTANT
Department of Children and Families
Largo, FL
10.2012 - 07.2015
- Coordinates and assists in team meetings and/or supervisory conferences for case planning, developing specialized resources for clients, and to direct casework activities toward the permanency goal of the child and family
- Assists Case Manager, Counselor in family assessment and in providing case management services (referral and linkages)
- Contacts collateral sources such as neighbors, landlords, schools, clinics, and other service providers in order to gather information necessary for the timely delivery of services
- Maintains statistical data regarding the number of children, family members, or other groups served and the types of services provided to them
- Responds to emergencies related to children in unsafe environments and provides support to Social Workers during those crises
- Works with other entities in and outside of the Department of Health, keeping files and scanning, copying, and sending emails as needed
- Obtains important documents for files, such as birth certificates and social security cards
- Coordinates and completes referrals and applications for assistance, such as medical assistance and schedule routine doctor's visits
- Answer calls and receive reports of abuse/neglect on CPS hotline
- Performs data entry, updates, and verifies demographic information
- Schedules appointments with clients
- Coordinates with Team Members to assure that all clients are seen.
INTERVIEWING CLERK
Florida Department of Children and Families
Saint Petersburg, FL
12.2011 - 10.2012
- Provided extraordinary customer service to internal and external customers
- Proficient in Microsoft Office applications (Word, Excel, and PowerPoint)
- Processed and maintained confidential documents and letters pertaining to annual faculty reviews, personal letters, promotion and tenure reviews
- Created and edited PowerPoint presentations/data management to be utilized at Director and National Meetings
- Scheduling meetings and reserving rooms for presentation, training, and meetings
- Managed Director's calendar by scheduling meetings, tele-conferences, and video conferences
- Arranged meetings with Senior Directors and resolved scheduling conflicts
- Arranged travel for Director and staff as needed to assist with National Level meetings and conferences
- Reviewed and approved time sheets for all associates in the department
- Worked closely with agency partners
- Composed letters, emails, newsletters, memoranda, and created charts, graphs, and diagrams for meetings
- Answered telephones, emails, taking and distributing messages, and oversaw incoming and outgoing mail
- Participated in meetings, taking minutes, and prepared summaries for Directors.
ADMINISTRATIVE ASSISTANT
Counseling Associates Incorporated
Tampa, FL
08.2009 - 12.2011
- Scheduled and coordinated meetings, appointments, and travel arrangements for supervisors and managers
- Trained 2 administrative assistants during a period of company expansion to ensure attention to detail and adherence to company policy
- Developed new filing and organizational practices, saving the company $3,000 per year in contracted labor expenses
- Maintained utmost discretion when dealing with sensitive topics
- Managed travel and expense reports for department team members
- Processed Insurance Claims, payments, and typed appropriate correspondence for Clients as needed
- Maintained files and filing, keeping sensitive information confidential
- Served as the primary point of contact for facilitating operational and administrative inquiries
- Compiled and entered data into various databases to ensure accuracy and completeness
- Established professional and collaborative working relationships with company associates and external parties
- Maintained office inventory by assisting with supply orders
- Screened incoming telephone calls, routing to appropriate personnel
- Maintained calendars and schedules to set appointments for management team
- Greeted visitors and callers and handled inquiries and directed them to appropriate persons according to needs
- Opened, read, route, and distributed incoming mail and other materials and answer routine letters
- Operated office equipment, such as fax machines, copiers, and phone systems, and arranged for repairs when equipment malfunctions
- Made copies of correspondence and other printed material
- Scheduled and confirmed appointments for clients or customers
- Opened, routed, and distributed incoming mail to staff members
- Arranged for repairs for office equipment malfunctions
- Developed and maintained internal and external company websites
- Scheduled and confirmed appointments for clients, customers, and supervisors
- Maintained scheduling and event calendars
- Ordered and dispensed supplies to maintain office inventory.
Education
James J. Ferris High School
06.1987
Skills
- Conflict Mediation
- Microsoft Word
- AED And CPR
- Food And Beverage Service
- Company Culture And Values
- Safety Regulation Compliance
- Baggage Handling and Pre-Flight Briefings
- Interpersonal Communication
- Company Guidelines
- Emergency Care
- Relationship Management
- Client Support
- Federal Guidelines
- Aircraft Safety Checks and operations
- Passenger Care
- Evacuation Procedures
- Critical Thinking
- Medical Emergency Response
- Active Learning
- Emergency Procedures Knowledge
- Customer Care
- Complex Problem-Solving
- Safety Demonstrations and Procedures
- Service Quality
- Regulation And Compliance Monitoring
- Aircraft Emergency Reports and PA Systems
- Spanish
- English Fluent
- Case Management
- Child Protective Services
- Social Work
- Administrative Experience
- Child & Family Counseling
Certification
- First Aid Certification
- AED Certification
- CPR Certification
- Passport
- FAA Certification Card
- Florida Driver's License
Languages
•English
•Spanish
Timeline
Customer Service Representative
Continuum Global Solutions
06.2023 - Current
FLIGHT ATTENDANT
Spirit Airlines
11.2022 - 02.2023
FAMILY SUPPORT WORKER
Department of Children and Families
08.2020 - 07.2022
FAMILY SUPPORT WORKER
Department of Health
07.2015 - 07.2020
ADMINISTRATIVE ASSISTANT
Department of Children and Families
10.2012 - 07.2015
INTERVIEWING CLERK
Florida Department of Children and Families
12.2011 - 10.2012
ADMINISTRATIVE ASSISTANT
Counseling Associates Incorporated
08.2009 - 12.2011
James J. Ferris High School