Samantha Dudley
Hartford,CT
Summary
Experienced Customer Service Supervisor with advanced-level in customer service and management skills. Proficient in effectively managing daily correspondences and operational tasks to exceed customers' expectations and expand customer base. Friendly, organized and hardworking with strong skills in computing and all microsoft offices. Hardworking and reliable. Highly organized, proactive and punctual with team-oriented mentality. Organized and motivated employee eager to apply time management and organizational skills in various environments. Experienced in training, scheduling and leading team members to provide exceptional support. Investigates and resolves routine and complex passenger and service issues independently. History includes managing customer service, sales and operational areas for various airlines. Well-versed in ticketing, ramp and gate processes. Excellent communication, prioritization and multitasking abilities. Knowledgeable airport services professional with 10+ years of progressive experience in the field. Good relationship-building and problem-solving abilities with a resilient and adaptable approach. Positive, upbeat and friendly team player. Courteous Passenger Service Agent boasting 18 years of experience in airline customer service. Sound knowledge of airline operations and effective customer service strategies. Successful handling baggage, checking in passengers and conducting security screenings. Collaborative and friendly known to go extra mile to deliver customer satisfaction.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Lead Airport Operations Agent
Avelo Airlines
09.2024 - Current
- Implemented airfield safety procedures to support safe operating environments for personnel and aircraft.
- Coordinated with airlines' personnel for smooth functioning of flight operations activities.
- Created and maintained flight and events logs, aircrew flying records and records of incoming and outgoing flights.
- Check in customers and baggage for departures and arrivals.
- Coordinate with Airport Operations to assign gates.
- Keep Supervisor and manager informed about safety incident and irops
- Operate jetbridge and open aircraft doors.
- Make gate announcement and coordinate with gate agent for departures or arrivals
- Moved baggage to load and unload aircraft.
- Prepared daily reports regarding operational issues encountered at the airport terminal.
- Conducted regular maintenance checks on ground support vehicles and equipment used in airport operations.
- Helped customers with special needs to board and disembark from aircraft.
- Maintained operations compliance with FAA, TSA and airport regulations.
- Inspected aircraft cabins for cleanliness prior to departure of flights.
- Assisted with the boarding process, ensuring that all necessary documents were in order.
- Developed top-performing operations teams by recruiting, training and mentoring new hires to build cohesive, driven groups.
- Greeted and welcomed passengers to the airport terminal.
- Managed various administrative tasks related to airline operations including ticketing, reservations, seating assignments.
- Dispatched ground support equipment for aircraft servicing needs according to schedule requirements.
- Guided passengers through customs clearance processes when needed.
- Facilitated communication between pilots and ground personnel during takeoffs and landings.
- Completed day-to-day duties accurately and efficiently.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
Customer Service Representative- Remote
Eversource
01.2023 - 01.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Improved resolution time with effective problem-solving for customer complaints.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Participated in training programs to enhance product knowledge and customer service skills.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
Seasonal Ticket/Gate Agent
Delta Air Lines Bradley Intl Airport
07.2021 - 02.2023
- Greet customers and assist with ticketing and baggage check-in process
- Use computer to sell, print and reissue tickets
- Ensure customers have the proper travel documentation
- Practice safety behaviors in all operational processes and procedures
- Tag baggage and perform lifting tasks
- Assist customers with seat availability, make Gate announcements, and initiate boarding process.
- Operate jet ways to place them in position prior to aircraft arrival
- Open and close different types of aircraft doors
- Perform other duties related to operational needs.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Dietary Aid/Cook
Touchpoints, Chestnut Rehabilitation Center & Skilled Nursing Home
01.2012 - 10.2022
- Washes dishes, tableware, glassware and other kitchen essentials for to be stored in an orderly fashion
- Adheres to all federal, state and facility regulations regarding sanitation and infection control
- Assists in cleaning kitchen areas & dining room so patients are in a safe environment at all times
- Assures that all food is kept at proper temperature to comply with federal regulations
- Prepares a variety of food to fit dietary needs of all patients in the facility
- Served specific meals to patients with special dietary needs.
- Served food and snacks according to planned menu and patients' diet orders.
- Treated patients and team members with dignity and respect.
- Offered alternative menu choices to meet diet prescription guidelines while enabling clients to receive optimal food preferences.
- Collaborated with registered dietitian and other members of healthcare team in providing medical nutrition therapy.
Patient Administrative Associate(PAA), Patient Care Associate
Hartford Hospital
11.2015 - 01.2020
- Bathing, toileting, dressing, grooming and hair washing necessary for personal hygiene
- Prepare admission forms, obtain necessary documentation and signatures
- Assigned patients room and confirmed demographic information
- Obtain vitals signs and complete daily charting
- Answers phone calls and direct calls to the appropriate personnel
- Performs miscellaneous job related duties as requested
- Turning and reposition of the patient, Range of motion (ROM) and muscle strengthening exercises to maintain an optimal level of functioning
- Transfers and ambulation of patients
- Redirection and intervention for behavior, including observation and monitoring
- Observation of patients in observation rooms
- Observes and report changes in patients mental, physical or emotional conditions to nursing staff
- Maintains a safe environment for patients and staffs
- Performed EKG's, CPR, glucose testing and obtaining specimens.
- Maintained clean and well-organized environment for client happiness and safety.
- Treated patients, families, visitors, staff and others professionally, resulting in creation of several lasting relationships.
Medical Assistant, Student Medical Assistant
Uconn Internal, Outpatient Pavilion
05.2015 - 06.2015
- Prepare, organized and stock examination and treatment rooms
- Prepare patients and assists with exams and special procedures
- Assist as needed in MD office practice
- Greeted patients, checked-in and prepped, charted chief complaint and recorded patient history
- Performed and documented vital signs
- Collected specimens; processed urinalysis, rapid strep tests, finger pricks for glucose testing and centrifuge
- Performed EKG's, urinalysis, pulse oximetry and orthostatic blood pressures
- Answer phone and perform clerical duties as needed.
- Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
- Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
- Secured patient information and maintained patient confidence by completing and safeguarding medical records.
- Participated in team meetings to improve workflows and contribute to improving patient population outcomes.
Patient Care Associate
Companions & Homemakers
02.2013 - 03.2015
- Helps maintain medication schedules and ensured patient is safe at all times
- Assists with every day needs such as bathing, dressing, grooming, toileting, bedpan, commode and toileting
- Ensures all patients were safe while using a walker, cane or wheelchair
- Empties the indwelling of catheter care bags
- Aided patients with reminders on changing the tubing or refilling the tank on their oxygen equipment
Passenger Service Supervisor / Certified Training Instructor
Worldwide Flight Services, Northwest Airlines
08.2008 - 09.2010
- Check in and tag customers baggage at kiosks
- Process and verification of travel documents
- Handling cash and credit card transaction for tickets and baggage
- Answer customer questions and resolving issues as necessary
- Operate jetbridge,open different types of aircrafts door
- Train new hires and signed off on jetbridge training
- Perform additional related duties according to company policy
- Recruited, trained and guided team members to offer every passenger top-notch service and support.
- Assisted passengers with reservations, ticketing and adjustments to itinerary.
- Operated computerized system to handle ticketing and check-ins.
- Processed reservations and issued travel and hotel vouchers.
- Coordinated with internal resources to process passenger information and dispatch flights on time.
- Boarded passengers, closed aircraft doors and pulled jet bridge to prepare for departure.
- Furnished customers with information on routes, gates and terminals to assuage baggage and boarding concerns.
- Upheld uniform and conduct guidelines to maintain professional appearance.
- Oversaw employee work schedules and delegated daily assignments.
Assistant Manager
Rent-A-Center
09.2009 - 06.2010
- Monitored and ensured customer satisfaction while providing leadership to employees
- Designed and executed sales plans to increase revenue
- Responsible for securing on time payments and collecting bad debts
- Delegated daily tasks to team members to optimize group productivity.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
- Led employee performance evaluations and rewarded top performers to retain quality personnel.
- Assisted with developing and implementing marketing strategies to improve sales and profitability.
- Coached team members and delivered constructive feedback to promote better productivity and build confidence.
- Oversaw daily operations, maintenance and administration of various properties.
- Recruited and hired qualified candidates to fill open positions.
Education
Medical Assistant Program - Medical Assisting
Lincoln Technical Institute
Connecticut06.2015
High School Diploma -
Holy Childhood High School
08.2004
Business Management Degree - International Business Management
Art School of Business
Skills
- Microsoft Office
- Medical terminology, insurance claims processing, medical office management
- Phlebotomy, pharmacology skills including the preparation of medications, proper medical recordkeeping of drugs
- Electronic Medical Records, MS Word, Excel, Outlook
- NextGen, IDXWeb, EPIC
- Customer Service
- Leadership and Inspiration
- Proper Sterilization Techniques
- HIPAA Compliance
- Updating Medical Records
- Time Management
- Staff Training and Development
- Team Management
- Customer Service Management
- Check-in processes
- Boarding gate procedures
- Crisis Management
- Performance Improvements
- Sales expertise
- Coordinating schedules
- Strong Organization
- Cash Management
- Baggage handling
- Passenger Assistance
- Emergency Procedures
- Reservations
- Security Screenings
- Airline Policies
- FAA Regulations
- Public Announcements
- Ticketing
- TSA Collaboration
- Computer Terminal Operations
- Problem-Solving
- Multitasking
- Excellent Communication
- Reliability
- Team Collaboration
- Organizational Skills
- Team Leadership
- Team building
- Task Prioritization
- Self Motivation
- Coaching and Mentoring
- Goal Setting
- Conflict Resolution
- Analytical Thinking
- Professionalism
- Staff Training
- Time management abilities
- Inventory Management
- Quality Assurance
- Staff recruitment
- Performance Management
- Written Communication
- Emergency Response
- Decision-Making
- Adaptability and Flexibility
Certification
CPR Certified, American Heart Association Healthcare Provider
Medical Assistant Certification
Timeline
Lead Airport Operations Agent
Avelo Airlines
09.2024 - Current
Customer Service Representative- Remote
Eversource
01.2023 - 01.2024
Seasonal Ticket/Gate Agent
Delta Air Lines Bradley Intl Airport
07.2021 - 02.2023
Patient Administrative Associate(PAA), Patient Care Associate
Hartford Hospital
11.2015 - 01.2020
Medical Assistant, Student Medical Assistant
Uconn Internal, Outpatient Pavilion
05.2015 - 06.2015
Patient Care Associate
Companions & Homemakers
02.2013 - 03.2015
Dietary Aid/Cook
Touchpoints, Chestnut Rehabilitation Center & Skilled Nursing Home
01.2012 - 10.2022
Assistant Manager
Rent-A-Center
09.2009 - 06.2010
Passenger Service Supervisor / Certified Training Instructor
Worldwide Flight Services, Northwest Airlines
08.2008 - 09.2010
Medical Assistant Program - Medical Assisting
Lincoln Technical Institute
High School Diploma -
Holy Childhood High School
Business Management Degree - International Business Management
Art School of Business