Steven Nickens
Flight Attendant
Brooklyn,NY
Summary
Accomplished Flight Attendant offering over five years in domestic and international commercial airline industry. Highly skilled in responding to emergency situations and remaining cool under pressure. Dedicated to exceptional customer service and airline reliability.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Flight Attendant
American Airlines
New York, NY
12.2021 - Current
- Increased customer loyalty through personalized interactions, promptly attending to concerns, and resolving issues professionally.
- Participated in regular training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.
- Adapted to schedule changes and challenges while consistently maintaining a positive outlook.
- Prioritized safety and comfort of customers during their flight experience.
- Resolved 100's of passenger conflicts and medical emergencies during flights.
Customer Service Agent
American Airlines
Indianapolis, IN
05.2021 - 12.2021
- Helped 1000's of customers every day with positive attitude and focus on customer satisfaction.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Successfully handled escalations from dissatisfied customers, collaborating with management for prompt resolutions.
Customer Service Representative
American Airlines
Indianapolis, Indiana
03.2021 - 05.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts to ensure the on time operation of 60+ daily departures
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Science - Aviation Management
Indiana State University
Terre Haute, IN 08.2018 - 05.2021
Skills
Customer service
Flight safety
Verbal and written communication
Interpersonal communications
Strong work ethic
Reliability and punctuality
Adaptability and flexibility
Multilingual skills
Safety Management Systems
Crew Resource Management
Accomplishments
- Achieved numerous Above & Beyond by recognizing customer needs with empathy and determination.
- Supervised team of 13 staff members.
Certification
Crew Resource Management Training (CRM) - Federal Aviation Administration (FAA) Approved Providers.
Timeline
Flight Attendant
American Airlines
12.2021 - Current
Customer Service Agent
American Airlines
05.2021 - 12.2021
Customer Service Representative
American Airlines
03.2021 - 05.2021
Bachelor of Science - Aviation Management
Indiana State University
08.2018 - 05.2021
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