Therese Anne Magsino
Elmhurst,USA
Summary
Operations professional with a proven track record in overseeing logistics and operational workflows. Known for consistently delivering results through efficient process management and effective problem-solving. Highly collaborative, adaptable, and committed to achieving team objectives through strategic planning and execution.
Overview
13
13
years of professional experience
1
1
Certificate
Work History
Operations Agent - KLM / Air France
Samsic Airport
06.2021 - Current
- Manage a team and provide clear and fair direction 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)
- Familiarity with the Aviation Industry: 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
- Oversaw fueling, cargo management, and departures of aircraft at a busy airport facility with 2 daily departures and arrivals.
- 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 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 - Cargolux
Swissport USA, Inc.
09.2019 - 05.2021
- Prepare airline and customs documentation.
- Comply with the company's Standard Operating Procedures (SOP) and policies.
- Assure 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 - Frontier Airlines
Menzies Aviation
01.2017 - 05.2019
- Supervised airfield operations, including arrivals, departures, and fueling, identifying, and addressing concerns promptly to maintain targets.
- Organized effective 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.
- Oversaw fueling, cargo management, and departure of aircraft at busy airport facility with 20 daily departures and arrivals.
Passenger Service Supervisor/Operations Agent - Frontier Airlines
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, processing payments securely while maintaining accurate records.
- Managed passenger check-in by verifying customers' travel documentation.
- Managed irregular operations such as delays or cancellations calmly, taking necessary action to minimize impact on passengers'' travel plans.
- Conducted pre-boarding announcements professionally, informing passengers of important safety guidelines and boarding procedures.
- Assisted passengers with special needs, ensuring a comfortable and hassle-free travel experience.
- Assisted customers with ticketing and baggage check-in requirements.
Passenger Service Agent - Cathay Pacific
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.
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- 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.
- Improved language interpretation support for international travelers by leveraging multilingual abilities when necessary.
Education
High School Diploma -
York Community High School
Elmhurst, IL06.1995
Skills
- Customer experiences
- Goal setting
- Leadership and team building
- Calm under pressure
- Client relations
- Safety assurance
- Communication skills
- Operations management
- Staff training
- Computer-savvy
- Multi-task and detail-oriented
- Administration duties
Certification
- Jet bridge Operator
- Operations Agent – KLM/AF and TAP
- Loadmaster - Frontier
- Ground Security Officer - Frontier
- Complaint Resolution Official - Frontier
Accomplishments
- Carefully trained newly hired employees in customer service techniques which improved overall focus on passengers.
- Attended various training and workshops and received a job promotion as a result.
- 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.
Timeline
Operations Agent - KLM / Air France
Samsic Airport
06.2021 - Current
Cargo Office Agent - Cargolux
Swissport USA, Inc.
09.2019 - 05.2021
Operations Agent - Frontier Airlines
Menzies Aviation
01.2017 - 05.2019
Passenger Service Supervisor/Operations Agent - Frontier Airlines
Swissport USA, Inc.
11.2015 - 01.2017
Gate Agent
Envoy Airlines
12.2013 - 09.2014
Passenger Service Agent - Cathay Pacific
Swissport USA, Inc.
07.2011 - 12.2013
High School Diploma -
York Community High School
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