Summary
Overview
Work History
Education
Skills
Travel
Timeline
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Sandra Coffey

New Port Richey,FL

Summary

Accomplished Flight Attendant offering over 11 years in domestic commercial airline industry. Highly skilled in responding to emergency situations and remaining cool under pressure. Dedicated to exceptional customer service. Customer-driven Flight Attendant with dynamic safety and service skills. Highly effective in diffusing volatile passenger situations. Known for best-in-class customer service and top-notch friendliness.

Overview

19
19
years of professional experience

Work History

Flight Attendant

Southwest Airlines
MCO, FL
08.2007 - Current
  • Ensured aircraft and passenger compliance with policies, procedures, regulations and safety guidance.
  • Resolved passenger situations during flight involving disorderly passengers and medical emergencies.
  • Answered passengers' questions and provided solutions to issues arising during flights.
  • Ensure safety and comfort of customers onboard aircraft.
  • Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
  • Greeted passengers, assisted with carry-on baggage stowage, and delivered onboard announcements.
  • Served beverages and food items from refreshment cart and provided information about in-flight offerings to passengers.
  • Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
  • Attended workshops and trainings in customer service, conflict resolution tactics and safety procedures to keep abreast of all new requirements and procedures.
  • Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
  • Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats.
  • Drove passenger satisfaction by answering questions and providing solutions to issues arising during flights promptly.
  • Relayed updates and information to passengers after confirming key details with pilot and [Job Title].
  • Offered personalized assistance to children, elderly and passengers with special needs.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.

Operations Agent

Southwest Airlines
ISP, NY
06.2008 - 05.2011
  • Marshaled large and small aircraft to and from parking areas, ramps and airfields.
  • Attended and completed required online and in-person training and mentored newer agents in advanced roles.
  • Organized crash response services to unmanned aerial vehicles operating at airfield and prepared site for follow-on investigation.
  • Understood FAA, TSA and airport regulations and verified compliance.
  • Loaded and unloaded baggage of various weights and dimensions to and from aircraft and baggage areas.
  • Coordinated and monitored snow and ice control procedures and confirmed compliance with airport's severe weather control plan.
  • Maintained flight and events logs, aircrew flying records and flight operations records of incoming and outgoing flights.

Customer Service Representative

Southwest Airlines
ISP, NY
08.2007 - 06.2008
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Provided information regarding charge accounts and loyalty programs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Maintained up-to-date knowledge of product and service changes.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction [Number]%.

Education

Associate of Arts - Travel Administration

Fisher Junior College
Boston, MA
05.1985

High School Diploma -

New Rochelle High School
New Rochelle, NY
06.1984

Skills

  • Brand Promotion
  • Passenger Behavior Monitoring
  • Ramp Service
  • Pre-Flight Briefings
  • Adult AED and CPR
  • Cleanliness and Sanitation
  • Public Interaction
  • Speech Clarity
  • Emergency Care
  • Customer Needs Assessments
  • Safety Regulation Compliance
  • Company Culture and Values
  • Conflict Resolution Techniques
  • Emergency Procedures Knowledge
  • Verbal and Written Communication
  • Fire Extinguishers
  • Medical Emergency Response
  • Reading Comprehension
  • Airline Policies
  • Service Quality
  • Guest Satisfaction
  • Passenger Care
  • Passenger Interaction
  • Takeoff Instructions
  • Status Updates
  • Company Guidelines
  • Critical Thinking
  • Federal Guidelines
  • Regulation and Compliance Monitoring
  • Food and Beverage Knowledge

Travel

I love traveling and seeing new destinations. This helps when I interact with our valued customers while I am working.

Timeline

Operations Agent

Southwest Airlines
06.2008 - 05.2011

Flight Attendant

Southwest Airlines
08.2007 - Current

Customer Service Representative

Southwest Airlines
08.2007 - 06.2008

Associate of Arts - Travel Administration

Fisher Junior College

High School Diploma -

New Rochelle High School

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