Therese Anne Magsino
Elmhurst,IL
Summary
Experienced in the aviation industry with a strong background in managing logistics and operational workflows. My track record speaks for itself, consistently delivering results through efficient processes and effective problem-solving. Prioritizes safety and maintains a secure working environment. Highly collaborative and adaptable, dedicated to achieving team objectives through strategic planning and execution.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Supervisor Operations Agent
Samsic Airport
06.2021 - Current
- Manage a team and provide clear and fair directions and feedback
- Train, develop, and retain a high-performance team
- Problem solver who identifies root causes and provides solutions
- Ensure the airline account operates according to schedule and service level agreements
- Enforce company policies and procedures (including safety, security, and uniform and grooming standards)
- Gained familiarity with the Aviation Industry through ticketing, passenger service experience, baggage services, operations, and ramp
- Operation Agent's duties are for both the above and below wing
- Prepare flight operations
- Managed on-time flight performance
- Fostered a culture of continuous improvement within the team by actively soliciting feedback on processes and performance metrics to identify areas for potential enhancement
- Maintained up-to-date knowledge of industry’s best practices, trends, and technologies by attending relevant conferences and training sessions
- Facilitated open communication channels among team members through regular meetings, fostering a supportive work environment that encouraged problem-solving collaboration
- Managed vendor relationships effectively, ensuring timely delivery of goods and services while maintaining a focus on cost containment strategies
- Reviewed aircraft reports, determining proper maintenance schedules are observed and adhered to
Cargo Office Agent
Swissport USA, Inc.
09.2019 - 05.2021
- Prepare airline and customs documentation
- Comply with the company's Standard Operating Procedures (SOP) and policies
- Assured proper compliance with local and international laws and regulations
- Follow Dangerous Goods Requirements and Regulations
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency
Operations Agent
Menzies Aviation
01.2017 - 05.2019
- Supervised airfield operations, including arrivals, departures, and fueling, identifying and addressing concerns promptly to maintain targets
- Organized practical shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes
- Collaborated with other departments to address recurring customer concerns, improving overall service quality
- Maintained flight and events logs, aircrew flying records, and flight operations records of incoming and outgoing flights
- Investigated and reported accidents, incidents, or safety concerns to appropriate personnel and authorities
Passenger Service Supervisor/Operations Agent
Swissport USA, Inc.
11.2015 - 01.2017
- Established positive rapport with customers, managers, and customer service team members to maintain a positive and successful work environment
- Oversaw ticketing, gate and ramp services
- Hired, trained, and motivated employees to provide exceptional passenger care and support
- Managed ticketing and reservation systems, ensuring accurate processing of passenger information and flight bookings
- Coordinated timely departures by effectively communicating with gate agents, flight crews, and ground personnel
- Ensured compliance with airline policies and procedures, maintaining safety standards throughout the terminal
- Maintained and completed administrative records and documents to meet company requirements
- Achieved record of punctuality, consistently operating flights within tight schedules and minimizing delays
Gate Agent
Envoy Airlines
12.2013 - 09.2014
- Processed upgrades and standby requests, maximizing revenue opportunities for the airline while accommodating passenger needs
- Assisted customers with seat availability, gate announcements and flight status to increase boarding efficiency
- Utilized company software efficiently for ticketing transactions and processing payments securely while maintaining accurate records
- Calmly managed irregular operations such as delays or cancellations, taking necessary action to minimize the impact on passengers' travel plans
- Conducted pre-boarding announcements, informing passengers of essential safety guidelines and boarding procedures
- Assisted customers with ticketing and baggage check-in requirements
Passenger Service Agent
Swissport USA, Inc.
07.2011 - 12.2013
- Resolved passenger issues with empathetic communication and effective problem-solving techniques
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration
- Checked in luggage and confirmed all carry-on items met federal guidelines
- Monitored security and maintained operational protocols
- Tagged baggage and routed to appropriate location for loading and screening
- Aided passengers in locating lost luggage by effectively liaising with baggage claim representatives and other airline staff members
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service
Education
High School Diploma -
York Community High School
Elmhurst, IL06.1995
Skills
- Leadership and team building
- Client relations
- Communication skills
- Multi-task and detail-oriented
- Goal setting
- Calm under pressure
- Operations management
- Computer-savvy
- Administration duties
- Attention to detail
- Employee motivation
- Complex Problem-solving
- Strategic planning
- Staff discipline
- Schedule development
- Safety protocols
- Policy and procedure development
- Multitasking Abilities
- Reliability
- Written communication
- Time management abilities
- Team leadership
- Operational efficiency
- Microsoft outlook, word, and Excel
- Customer focused
- Problem-solving
- Customer service
- Training and mentoring
- Complaint resolution
- Product knowledge
Certification
- Jet bridge Operator
- Loadmaster - Frontier
- Ground Security Officer - Frontier
- Complaint Resolution Official – Frontier
- K-Agent Operations – KLM/Air France
Accomplishments
- Carefully trained newly hired employees in customer service techniques, which improved the overall focus on passengers.
- Attend various training and workshops.
- Mediated issues among other crew members, resulting in the development of valuable conflict resolution skills.
- Presented a calm demeanor in high-stress situations, which helped boost morale for the entire crew and most passengers.
- Provided every passenger with remarkable service and quickly resolved issues, resulting in an above-average performance rating.
- Overall on-time performance for both above and below wing.
Timeline
Supervisor Operations Agent
Samsic Airport
06.2021 - Current
Cargo Office Agent
Swissport USA, Inc.
09.2019 - 05.2021
Operations Agent
Menzies Aviation
01.2017 - 05.2019
Passenger Service Supervisor/Operations Agent
Swissport USA, Inc.
11.2015 - 01.2017
Gate Agent
Envoy Airlines
12.2013 - 09.2014
Passenger Service Agent
Swissport USA, Inc.
07.2011 - 12.2013
High School Diploma -
York Community High School
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