Shannon Dessert
Summary
Experienced Flight Attendant with a strong background in emergency response management and passenger safety. Proven ability to remain calm under pressure, effectively manage in-flight emergencies, and resolve conflicts with professionalism. Highly skilled in ensuring passenger comfort, delivering exceptional customer service, and addressing diverse needs. Recognized for adaptability, teamwork, and commitment to providing a safe and positive travel experience for all passengers.
Overview
30
30
years of professional experience
Work History
Flight Attendant
Southwest Airlines
07.2022 - Current
- Deliver outstanding customer service while ensuring cabin safety and security throughout flights
- Offer in-flight service that includes serving snack/beverages ensuring a consistent customer experience
- Provided comfort to anxious travelers through active listening, empathy, and reassurance during turbulence or other flight challenges.
- Participated in regular training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.
- Contributed to company success by consistently achieving high performance ratings for customer service, teamwork, and punctuality.
Flight Attendant
Alaska Airlines/Virgin America
11.2010 - 06.2022
- Enhance passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
- Serve beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
- Attend workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Increase customer loyalty through personalized interactions, promptly attending to concerns, and resolving issues professionally.
- In addition to required duties, conducted New Hire, Recurrent, and IOE training for all Flight Attendants.
Airport Operations Crew Member
JetBlue Airways
08.2008 - 10.2010
- Create positive start to passenger trips by greeting passenger and providing seamless check-in and ticketing experience.
- Evaluate and prepare flights by arranging seat assignments and load, coordinate special meal and upgrades
- Perform boarding and gate duties including seat changes, announcements, cleaning aircraft, securing luggage and confirming cabin security
Office Manager
Northern California DeMolay Association
09.2005 - 07.2008
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
Manager, Airport Services Standards
Alaska Airlines
12.2002 - 08.2005
- Manage projects impacting policy and procedures of all customer facing workgroups with a staff that focus on company manuals and uniforms
- Supervise a staff that provides coaching through evaluation of Customer Service Agents, Operations Agents, and Flight Attendants regarding adherence to work rules and company policy as well as ensuring professional standards are met
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Establish performance goals for employees and provided feedback on methods for reaching those milestones.
- Act as an effective liaison between airline, industry, airport and community
Supervisor, System Training
Alaska Airlines
05.1999 - 12.2002
- Supervise and facilitate New Hire training of Customer Service Agents
- Develop and deliver various training courses to enhance personal and professional growth
- Utilize internal and external resources to create training initiatives based on industry changes and required legislation
- Compile and evaluate comprehensive training surveys including establishing a needs assessment process to ensure classroom success
- Track training records to guarantee FAA compliance and company objectives
Customer Service Agent
Alaska Airlines
04.1995 - 05.1999
- Create positive start to passenger trips by greeting passenger and providing seamless check-in and ticketing experience.
- Evaluate and prepare flights by arranging seat assignments and load, coordinate special meal and upgrades
- Perform boarding and gate duties including seat changes, announcements, cleaning aircraft, securing luggage and confirming cabin security
Education
Master of Arts - Emergency Management
Georgetown University
Washington, DC01-2026
Bachelor of Arts - Geography
California State University, East Bay
Hayward, CA01-2013
Skills
Customer Service
Crisis Management
Decision Making
Emergency Procedures
Communication
First Aid
Problem Solving
CPR Certification
Team Coordination
Leadership
Regulatory Compliance
Risk Assessment
Timeline
Flight Attendant
Southwest Airlines
07.2022 - Current
Flight Attendant
Alaska Airlines/Virgin America
11.2010 - 06.2022
Airport Operations Crew Member
JetBlue Airways
08.2008 - 10.2010
Office Manager
Northern California DeMolay Association
09.2005 - 07.2008
Manager, Airport Services Standards
Alaska Airlines
12.2002 - 08.2005
Supervisor, System Training
Alaska Airlines
05.1999 - 12.2002
Customer Service Agent
Alaska Airlines
04.1995 - 05.1999
Master of Arts - Emergency Management
Georgetown University
Bachelor of Arts - Geography
California State University, East Bay
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