Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shania Hardy

Union City,GA

Summary

Enthusiastic and dependable individual with a strong interest in aviation services and experience in customer-facing roles. Skilled at working in fast-paced environments, assisting passengers, and staying calm under pressure. Known for being a quick learner, team-oriented, and highly adaptable to new systems and procedures. Passionate about creating positive travel experiences, supporting safe and efficient airport operations, and growing within the aviation industry. Eager to contribute to a professional team and take on new challenges in a dynamic airport setting.

Overview

4
4
years of professional experience

Work History

Passenger Service Supervisor

Alliance Ground International
07.2024 - Current
  • Lead and motivate a team of 10 frontline agents to deliver exceptional customer service across check-in, boarding, and arrival operations.
  • Ensure smooth daily operations by coordinating with ground services, flight operations, and third-party providers to minimize delays and service disruptions.
  • Address and resolve complex customer concerns, complaints, and special service requests with professionalism and care, upholding British Airways' commitment to exceptional service.
  • Monitor and report on operational performance metrics, including on-time departures, customer satisfaction scores, and staffing efficiency.
  • Support operational planning through effective resource allocation, staff scheduling, and contingency management during irregular operations (IROPs).
  • Maintain strict compliance with aviation safety, security, and regulatory requirements as outlined by British Airways, CAA, and airport authorities.

Passenger Service Agent

Hallmark Aviation Services
02.2024 - 07.2024
  • Greeted and assisted passengers during check-in, verifying travel documents, issuing boarding passes, and processing baggage.
  • Provided support to passengers with special needs, including unaccompanied minors and travelers requiring mobility assistance.
  • Ensured compliance with airline and airport regulations regarding baggage, security, and travel documentation.
  • Resolved customer inquiries, complaints, and service issues professionally and efficiently to ensure a positive travel experience.
  • Managed flight disruptions by rebooking passengers, coordinating with departments, and offering appropriate accommodations.
  • Oversaw gate boarding procedures, including document verification, seat assignments, and final manifest checks.
  • Delivered clear and timely boarding announcements and communicated operational updates to passengers.
  • Coordinated with ramp agents, flight crews, and supervisors to facilitate on-time departures and smooth flight operations.
  • Verified adherence to immigration and customs regulations, escalating issues to relevant authorities when necessary.
  • Operated airline reservation and departure control systems such as Amadeus, ALTEA, and FLY to manage bookings and passenger processing.

Customer Service Representative

Walmart
06.2023 - 02.2024
  • Assisted customers with inquiries, returns, exchanges, and complaints, ensuring satisfaction while adhering to company policies.
  • Processed transactions accurately using POS systems, including cash, credit, gift cards, and mobile payments.
  • Maintained a clean, organized, and welcoming customer service area to enhance the shopping experience.
  • Handled escalated customer concerns with professionalism, offering timely and effective solutions.
  • Supported front-end operations by assisting with checkout queues, self-checkout troubleshooting, and bagging when needed.
  • Collaborated with department associates and managers to locate products and resolve pricing or inventory issues.
  • Promoted Walmart services such as Walmart+ memberships, online pickup, and financial products to customers.
  • Balanced cash drawers and prepared register reports at the end of each shift to ensure accuracy.
  • Followed all store safety, security, and loss prevention procedures in accordance with company guidelines

Party Host

Chuck E. Cheese
12.2022 - 05.2023
  • Greeted birthday guests and their families, ensuring a warm and fun-filled welcome experience.
  • Coordinated and led birthday parties, managing games, activities, food service, and character appearances.
  • Maintained high energy and enthusiasm to create a memorable and engaging atmosphere for children and guests.
  • Set up and decorated party tables, served food and cake, and ensured all scheduled events ran smoothly and on time.
  • Communicated with parents and guardians to confirm details, accommodate special requests, and address concerns.
  • Promoted party packages and upsold additional services and merchandise to enhance the guest experience.
  • Cleaned and reset party rooms between events, ensuring cleanliness and readiness for the next celebration.
  • Assisted with general floor duties, including arcade game assistance and prize redemption, during non-party hours.
  • Followed all health, safety, and sanitation standards to ensure a safe environment for guests and team members.

Crew Member

Dairy Queen
02.2021 - 12.2022
  • Prepared and served menu items, including soft-serve desserts, hot food, and beverages, following quality and portion standards.
  • Operated kitchen equipment, fryers, and blizzard machines safely and efficiently.
  • Took customer orders at the counter and drive-thru, ensuring accuracy and providing friendly, prompt service.
  • Maintained cleanliness of workstations, dining area, and equipment in compliance with food safety standards.
  • Handled cash, credit, and mobile payments using the POS system, and ensured accurate transactions.
  • Restocked inventory and supplies during shifts to ensure smooth and uninterrupted service.
  • Assisted in opening and closing procedures, including cleaning, restocking, and preparing workstations.
  • Collaborated with team members to ensure fast service times and a positive customer experience during busy hours.
  • Addressed customer questions and concerns with professionalism, ensuring satisfaction with products and service.

Education

High School Diploma -

Perry Learning Center
Jonesboro, GA
11.2023

Skills

  • Customer service
  • Cash Handling
  • Shift Management
  • Airline Operations & Airport Protocols
  • Passenger Conflict Resolution
  • Staff Leadership & Supervision
  • Flight Disruption Management
  • Regulatory Compliance
  • Time Management
  • Airline Software (eg, Amadeus, ALTEA, FLY)
  • Safety & Security Procedures

Timeline

Passenger Service Supervisor

Alliance Ground International
07.2024 - Current

Passenger Service Agent

Hallmark Aviation Services
02.2024 - 07.2024

Customer Service Representative

Walmart
06.2023 - 02.2024

Party Host

Chuck E. Cheese
12.2022 - 05.2023

Crew Member

Dairy Queen
02.2021 - 12.2022

High School Diploma -

Perry Learning Center

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