Sheila Reyes
Torrance,CA (Willing To Relocate)
Summary
Professional Customer Service Supervisor with over 31 years of Airline Experience, with a proven track record of implementing process improvements, enhancing operational efficiency, and delivering exceptional support. Known for strong communication skills and cultural awareness, ready to drive customer satisfaction, maintaining FAA standard's and company compliance rules and regulations.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Retired
American Airlines
Torrance, CA
12.2025 - Current
Customer Service Supervisor
American Airlines
Los Angeles, CA
11.1996 - 12.2025
- FAA - Regulation Implementation
- CRO - Complaint Resolution Official
- GSO - Ground Security Coordinator As a certified aviation professional i was responsible for overseeing pre-flight security, ensuring compliance with TSA regulations, and managing passenger/cargo screening to prevent unauthorized access or prohibited items
- ACAA -Worked in compliance following all ACAA regulations
- Supervised daily operations of customer service team, ensuring high-quality service delivery in all domestic and international departures.
- Trained and mentored new staff on company policies and customer interaction protocols.
- Implemented process improvements to enhance customer satisfaction and operational efficiency.
- Provided exceptional customer support during check-in and boarding processes.
- Resolved passenger inquiries and complaints efficiently, enhancing overall travel experience preventing escalation.
- Coordinated luggage handling and ensured compliance with safety regulations.
- Assisted in managing flight schedules, optimizing operational efficiency and communication.
- Implemented process improvements that streamlined workflow and reduced wait times for passengers.
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
- Oversaw baggage handling operations, minimizing lost luggage incidents through effective tracking systems.
- Played an integral role in the successful launch of new flight routes by participating in promotional events and providing exceptional service during inaugural flights.
Flight Attendant
American Airlines
Chicago, IL
10.1994 - 05.1996
- Ensured passenger safety through comprehensive pre-flight checks and compliance with FAA regulations.
- Delivered exceptional customer service by addressing passenger needs and resolving issues promptly.
- Coordinated in-flight services, including meal distribution and beverage management, enhancing overall passenger experience.
- Trained new flight attendants on safety protocols and service standards to maintain high-quality performance.
- Collaborated with crew members to ensure effective communication and teamwork during flights for operational efficiency.
Education
No Degree - Account / Auditing
St Augustine College
Chicago, IL05-1989
Associate of Arts - Business Management / Accounting
Laica University
Guayaquil Ecuador 03-1984
Skills
- Cultural awareness
- Airline policies
- Airport procedures
- Stress tolerance
- Exceptional communication
- Flight scheduling
- Travel documentation
- Team leadership
- Decision-making
Certification
- CTA - Certified Travel Associate
Languages
Spanish
Native or Bilingual
Portuguese
Limited Working
Italian
Limited Working
Timeline
Retired
American Airlines
12.2025 - Current
Customer Service Supervisor
American Airlines
11.1996 - 12.2025
Flight Attendant
American Airlines
10.1994 - 05.1996
No Degree - Account / Auditing
St Augustine College
Associate of Arts - Business Management / Accounting
Laica University