Sabrina Kent
South San Francisco,CA
Summary
Empowered professional with extensive experience in the airline industry, specializing in customer relationship, team management and daily operations. Proven ability to analyze trends, maintain staffing levels, committed to enhancing team performance and continuous improvement.
Overview
14
14
years of professional experience
Work History
Lead Customer Service Agent
Alaska Air Group
San Francisco, California
06.2017 - Current
- Assigned leads to conduct meetings and aided with addressing relevant topics.
- Analyze trends for individual and station-wide adjustments during the check-in and departure process.
- Support Hawaiian outbounds by tagging and dropping ROC bags, serving as a liaison between HA inflight and CSAs; observe HA procedures and timelines.
- Maintain sufficient staffing levels throughout the day and allocate leave of absence and overtime as necessary.
- Monitor team performance and provide constructive feedback regularly.
- Coach, monitor and motivate agents to boost performance and enhance job knowledge.
Inflight
Virgin America
San Francisco, California
01.2012 - 06.2015
- Provided in-flight services, enhancing guest experience with meal and beverage service.
- Performed safety demonstrations and emergency procedures, ensuring guest awareness and compliance.
- Facilitated smooth boarding and deplaning processes for guests.
- Maintained compliance with airline policies and federal regulations during flights.
- Demonstrated exceptional time management skills
Education
High School Diploma -
Westmoor High School
Daly City, Ca06-2004
Skills
- Customer relationship management
- Operations coordination
- Staffing management
- Policy compliance
- Training facilitation
- Flight procedures knowledge
- Problem solving
- Lead management
- Safety compliance
- Conflict resolution
Affiliations
- Lead Survey - uncover underlying issues; to evaluate and improve lead behaviors, highlight agent concerns and provide constructive feedback.
- Baggage Reroute QR - request the need for QR code for quick reference to submit baggage reroutes.
- Integration Ambassador - meet with company wide leaders to manage and help teams navigate through change.
- Lead Trainer - schedule training dates, sign-off lead qualifications, assess training to enhance skills.
- DOC Contingency Plan - review DOC procedure documents in case of RTS outage.
- Lead Assessment - to diagnose areas of improvement, pinpoint areas of strength and weakness and progress tracking.
- Departure Timeline - collaborate with peers for successful methods of dropped ROC bags by D-15 and present to lead group
- Hawaii Tiger Team (tentative) - Successfully assist HNL station with meeting timeline metrics, adopt and implement Alaska policy and procedures.
Timeline
Lead Customer Service Agent
Alaska Air Group
06.2017 - Current
Inflight
Virgin America
01.2012 - 06.2015
High School Diploma -
Westmoor High School