Torrey Clark
West Covina,USA
Summary
Customer-focused airline professional with 15+ years of leadership and frontline experience in passenger services, station operations, and compliance within Envoy/American Airlines. Proven ability to resolve customer issues, manage high-volume operations, and lead teams to deliver safe, efficient, and seamless passenger experiences.
Experienced with team leadership, ensuring smooth operations and high productivity. Utilizes effective conflict resolution and strategic planning to maintain positive work environment. Track record of enhancing team performance and maintaining operational efficiency.
Professional leader with strong expertise in overseeing daily operations and team coordination. Known for effective collaboration and achieving results in fast-paced environments. Highly adaptable, skilled in problem-solving, conflict resolution, and ensuring optimal workflow. Respected for reliability and proactive approach to shifting demands.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Passenger Service Shift Supervisor
Envoy Air
05.2019 - 07.2025
- Lead daily station operations, ensuring safe, efficient, and on-time dependability.
- Supervise and coach a team of agents, providing training on customer service, safety, and operational standards.
- Resolve escalated passenger concerns, ensuring positive outcomes and service recovery.
- Coordinate aircraft boarding/deplaning, baggage transfer, and ramp operations to maintain schedule integrity.
- Administer training programs, maintain time/attendance records, and prepare operational reports.
- Cross-trained in ramp and passenger service functions including ticketing, rebooking, baggage services, and flight coordination.
Passenger Service Shift Manager
Envoy Air
04.2017 - 05.2019
- Managed passenger service operations at LAX, ensuring superior customer satisfaction in a high-volume international hub.
- Resolved service disruptions and passenger issues with diplomacy and efficiency.
- Evaluated staff performance, conducted reviews, and provided coaching to improve service delivery.
- Ensured compliance with all operational and safety regulations, compiling data for audits and reports.
- Coordinated staffing, scheduling, training, and inventory to maintain smooth station operations.
Passenger Service Lead Agent
Envoy Air
07.2007 - 04.2017
- Provided frontline passenger support including check-in, ticketing, reservations, rebooking, baggage handling, and special service accommodations.
- Escorted passengers safely between terminal and aircraft, operating jet-bridges and ensuring adherence to safety protocols.
- Coordinated with operations and management to minimize disruptions for late-arriving connecting passengers.
- Assisted in training, scheduling, inventory control, and compliance documentation.
- Recognized for consistently delivering exceptional customer service and operational reliability.
Education
HS - General Education
West Covina High School
West Covina, CA01.1996
Some college - Music
Mt. San Antonio college
Walnut, CA09.1998
Skills
- Passenger Relations & Customer Service: Experienced in frontline customer support, conflict resolution, and service recovery in airline passenger services
- Ticketing, Reservations & Rebooking: Skilled in managing ticket sales, reservations, and rebooking processes
- FAA/TSA Safety & Compliance: Knowledgeable and compliant with FAA and TSA safety regulations and operational standards
- Conflict Resolution & Problem Solving: Proven ability to resolve escalated passenger concerns and operational disruptions effectively
- Staff Training & Team Leadership: Experienced in supervising, coaching, and training passenger service teams
- Airport Ramp & Ground Operations: Cross-trained in ramp operations including boarding coordination and baggage handling
- Operational Reporting & Documentation: Proficient in preparing reports, maintaining attendance records, and compiling audit data
- Baggage Handling & Service Recovery: Hands-on experience in baggage transfer coordination and service recovery efforts
- Staff management
- Workplace safety
- Employee training
- Conflict resolution techniques
- Safety awareness
- Training and mentoring
- Schedule management
Accomplishments
- Supervised team of 40 lead agents.
Certification
- GSC, CRO [Company Name] - [Timeframe]
Timeline
Passenger Service Shift Supervisor
Envoy Air
05.2019 - 07.2025
Passenger Service Shift Manager
Envoy Air
04.2017 - 05.2019
Passenger Service Lead Agent
Envoy Air
07.2007 - 04.2017
Some college - Music
Mt. San Antonio college
HS - General Education
West Covina High School