Sammye-Ann Young
Hilo,HI
Summary
Hardworking and organized bringing many years of experience in exceptionally thorough research and statutory interpretation. Highly proficient in summarizing and clarifying regulations to promote compliance within and across departments. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
Compliance Coordinator
Envoy Air Inc.
09.2022 - Current
- Improved compliance by developing and implementing comprehensive policies and procedures.
- Conducted thorough audits to identify areas for improvement in regulatory adherence.
- Assisted in successful completion of external audits through diligent preparation and organization of required documentation.
- Stayed current on emerging regulatory changes, ensuring timely updates to internal policies and procedures.
- Leveraged data-driven insights to inform decision-making processes related to risk management strategies.
- Identified, investigated and documented compliance violations and recommended corrective measures.
- Reviewed, revised and updated compliance policies and procedures to confirm continual compliance with applicable laws.
- Maintained up-to-date knowledge of current and emerging compliance regulations.
- Assisted with internal and external audits to confirm compliance with applicable laws and regulations.
- Conducted periodic compliance audits and reviews to identify areas of improvement.
- Maintained up-to-date knowledge of applicable laws and regulations.
- Collected detailed notes on investigations and other communication to adhere to legal requirements and enhance recordkeeping.
Airport Grounds Security Coordinator
Envoy Air Inc.
09.2022 - Current
- Increased efficiency by streamlining coordination processes and implementing new organizational systems.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Entered data, generated reports, and produced tracking documents.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Monitored front areas so that questions could be promptly addressed.
- Involved in audits and inspections of our security procedures which are constantly conducted by stations and TSA.
- GSC responsibility is to recognize non-compliance of security measures.
Complaints Resolutions Officer
Envoy Air Inc.
09.2022 - Current
- Responsible for resolving disability related issues that have escalated beyond initial interaction with airline personnel.
- Thorough understanding of Air Carrier Access Act
- Thorough understanding of American Airlines policies to ensure provision of services, facilities and accommodations for passengers with disabilities at each airport.
Kumu Hula
Self-employeed
03.2007 - Current
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Proved successful working within tight deadlines and a fast-paced environment.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Paid attention to detail while completing assignments.
- Worked flexible hours across night, weekend and holiday shifts.
- Cultivated interpersonal skills by building positive relationships with others.
Lead Airport Customer Service Agent
Envoy Air Inc.
09.2022 - 09.2022
- Enhanced customer satisfaction by providing timely and accurate flight information.
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Resolved customer complaints and concerns professionally, resulting in increased customer loyalty.
- Ensured passenger safety by strictly adhering to all airport security protocols and procedures.
- Received positive feedback from management for consistently meeting and exceeding performance goals in terms of customer satisfaction and efficiency.
- Contributed to team success by sharing best practices learned through training sessions or past experiences with fellow agents.
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
- Verified identification and travel documents to efficiently board passengers for on-time departure.
- Recommended corrective measure to handle customer complaints, decreasing complaints.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Airport Customer Service Agent
Envoy Air Inc.
09.2022 - 09.2022
- Enhanced customer satisfaction by providing timely and accurate flight information.
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Resolved customer complaints and concerns professionally, resulting in increased customer loyalty.
- Ensured passenger safety by strictly adhering to all airport security protocols and procedures.
- Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
- Efficiently handled baggage claims, reuniting passengers with their belongings quickly and accurately.
- Delivered clear announcements over the PA system, communicating important flight updates to all passengers.
Airport Customer Service Agent
Hawaiian Airlines, Inc.
04.2022 - 09.2022
- Enhanced customer satisfaction by providing timely and accurate flight information.
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Resolved customer complaints and concerns professionally, resulting in increased customer loyalty.
- Ensured passenger safety by strictly adhering to all airport security protocols and procedures.
- Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
- Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
- Provided exceptional service at ticket counters, booking flights and processing payments securely.
- Assisted customers with special needs, offering personalized support throughout their travel experience.
- Delivered clear announcements over the PA system, communicating important flight updates to all passengers.
- Maintained a clean work environment by keeping the counter area tidy and well-organized at all times.
- Handled disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
- Supported colleagues during peak hours by taking on additional tasks when needed.
- Received positive feedback from management for consistently meeting and exceeding performance goals in terms of customer satisfaction and efficiency.
- Verified identification and travel documents to efficiently board passengers for on-time departure.
- Used airline computer system to create airline tickets and boarding passes.
- Operated PA system to make announcements regarding flight activity.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Produced and shared customer service reports to support management decision-making.
Hawaiian Language and Cultural Educator
State Of Hawaii
01.2015 - 03.2022
- Improved student comprehension by incorporating visual aids and real-life examples into lesson plans.
- Developed and implemented differentiated instruction strategies for diverse learners, ensuring individualized attention and success.
- Monitored student progress and adjusted instruction to meet individual needs.
- Assessed student performance and provided feedback to facilitate student success.
- Created and developed lesson plans to meet students' academic needs.
- Worked with staff members and teachers to design comprehensive and individualized plans to optimize student education.
- Fostered student curiosity and interest through creative hands-on activities.
- Evaluated students' understanding of course material through examinations and in-depth essay writing..
Education
Master of Arts - Counseling Psychology
University of Hawaii At Manoa
Honolulu, HIBachelor of Arts - Counseling Psychology
University of Hawaii At Hilo
Hilo, HI05.2017
Associate of Applied Science - Culinary Arts
University of Hawaii At Hilo
Hilo05.2000
High School Diploma -
Waiakea High School
Hilo, HI06.1987
Skills
- Positive attitude
- Flexible work schedule
- Cross-cultural sensitivity
- Strong multitasking
- Ticketing system knowledge
- Conflict resolution abilities
- Airline policies knowledge
- Passenger assistance
- Effective problem-solving
- Organizational skills
- Daily Reports
- Documentation and Reporting
- Critical Thinking
- Customer Service
Timeline
Compliance Coordinator
Envoy Air Inc.
09.2022 - Current
Airport Grounds Security Coordinator
Envoy Air Inc.
09.2022 - Current
Complaints Resolutions Officer
Envoy Air Inc.
09.2022 - Current
Lead Airport Customer Service Agent
Envoy Air Inc.
09.2022 - 09.2022
Airport Customer Service Agent
Envoy Air Inc.
09.2022 - 09.2022
Airport Customer Service Agent
Hawaiian Airlines, Inc.
04.2022 - 09.2022
Hawaiian Language and Cultural Educator
State Of Hawaii
01.2015 - 03.2022
Kumu Hula
Self-employeed
03.2007 - Current
Master of Arts - Counseling Psychology
University of Hawaii At Manoa
Bachelor of Arts - Counseling Psychology
University of Hawaii At Hilo
Associate of Applied Science - Culinary Arts
University of Hawaii At Hilo
High School Diploma -
Waiakea High School
Similar Profiles
Mary MurphyMary Murphy
First Officer at Envoy Air Inc.First Officer at Envoy Air Inc.
JOSEPH DOUGLASJOSEPH DOUGLAS
Customer Service Representative at Envoy Air Inc.Customer Service Representative at Envoy Air Inc.
Logan HamiltonLogan Hamilton
Baggage Handler at Envoy Air Inc.Baggage Handler at Envoy Air Inc.