Sonya Galloway-Reece
Jamaica,NY
Summary
Experienced aviation leader with a strong track record in customer service, workforce management, and frontline operations. Skilled in team leadership, operational coordination, and performance coaching to drive safety, reliability, and exceptional customer experiences. Proven ability to manage escalations, optimize staffing, and foster a culture of accountability and collaboration aligned with company goals.
Overview
4
4
years of professional experience
Work History
Customer Service Manager
American Airlines
Flushing, New York
08.2023 - Current
- Work as Lobby CSM, Concourse CSM, and Customer Care Allocator.
- Coordinate flight assignments for frontline team members to dynamically work flights at gates.
- Coach and mentor frontline team members in skill development, customer service elevation, and company culture behaviors.
- Ensure a safe, high-performing operation by leading, engaging, coaching, and developing the front-line team members.
- Enable an environment that develops our front-line team members and fosters mutual respect, trust, responsibility, and core values while connecting people and improving lives during our day-to-day operation.
- Establish team and individual goals in support of departmental and company objectives.
- Ensure our operation's safety and reliability by conducting self-audits, observations, root cause investigations, and other related safety engagements.
- Manage escalated service issues and be visible to team members when problems arise.
- Promote effective communication among departments to engage our team to work together to achieve common goals.
- Support teams' efforts by creating a safe, reliable operation while delivering an exceptional customer experience.
Customer Service Supervisor
American Airlines
Flushing, New York
06.2022 - 08.2023
- Responded and assisted during security and emergency situations.
- Followed internal/external policies and procedures.
- Monitored employee productivity to provide constructive feedback and coaching.
- Complied with company policies, objectives and communication goals.
- Coordinated employee schedules according to shift changes and availability.
- Established and enforced clear goals to keep employees working collaboratively.
- Responded to customer questions regarding products, prices, and availability.
- Provided assistance with passenger check-in and cargo acceptance.
- Interpreted government rules and requirements for domestic and international travel or cargo shipments.
- Met and dispatched aircraft within established times.
- Provided assistance to distressed passengers and customers.
- Possessed the physical ability and dexterity to use motor skills to perform various job-related tasks.
- Used organizational skills to perform multiple tasks within a limited time.
- Responsible for the overall performance within work area.
- Addressed customer inquiries to increase customer satisfaction ratings.
Customer Service Representative
American Airlines
Flushing, New York
10.2021 - 06.2022
- Issued, reissued, and refunded passenger tickets.
- Rebooked passengers on oversold flights and during irregular operations.
- Performed passenger check-in and passenger seat assignment.
- Issued vouchers and/or coordinated with contractors for passenger hotel accommodations, meals, and transportation; coordinate refuel and refresh.
- Performed passenger boarding, including ticket lift and/or boarding pass lift/verification.
- Operated gate reader/scanner and associated duties to include pre-boarding, monitoring/checking carryon baggage and exit row criteria.
- Operated jetways/bridges for purposes of boarding and deplaning passengers.
- Maintained timeline of flight boarding process.
- Assisted passengers with self-service kiosk check-in and kiosk baggage processing at ticket counters.
- Assisted customers needing special assistance or in-station; assist boarding, deplaning and transporting non-ambulatory passengers, special assist passengers, and/or unaccompanied minors.
- Responded and assisted during security and/or emergency situations.
- Provided quality customer service in a professional manner and in accordance with American’s guidelines.
- Adhere to company policies, procedures, and performance standards.
Education
Westchester Community College
2010
Timeline
Customer Service Manager
American Airlines
08.2023 - Current
Customer Service Supervisor
American Airlines
06.2022 - 08.2023
Customer Service Representative
American Airlines
10.2021 - 06.2022
Westchester Community College
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