Toya Wilson
Watauga,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Customer-driven Flight Attendant with dynamic safety and service skills. Highly effective in diffusing volatile passenger situations. Known for best-in-class customer service and top-notch friendliness.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Regional Flight Attendant
PSA/ American Airlines
03.2024 - Current
- Enhanced passenger satisfaction by providing exceptional inflight service and addressing individual needs.
- Reduced customer complaints by promptly resolving issues and escalating concerns to appropriate team members.
- Ensured on-time departures by efficiently completing pre-flight checks, cabin preparation, and boarding procedures.
- Maintained a safe and comfortable environment for passengers with thorough knowledge of emergency procedures and equipment usage.
- Delivered accurate in-flight announcements, keeping passengers informed about flight progress and safety guidelines.
- Streamlined communication between flight crew members, facilitating smooth coordination of cabin services and timely response to emergencies.
Operational Team Lead
Bread Financial
10.2014 - 04.2024
- Assist inquiring customers to ensure customer satisfaction and maintain customer loyalty
- Increase long-term revenue as well as performance of the company
- Delegate and coordinate tasks and oversee the activities of the department
- Manage conflict, monitor processes, represent the team, and train staff to make sure tasks are performed accurately.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Shipper/ Scanner
Fed Ex Ground
02.2010 - 07.2012
- Picked orders, scanned products and packed boxes.
- Checked shipments against paperwork and signed documents.
- Coordinated storage locations and product movements.
- Collaborated with other departments on supply and quality issues.
Registrar
Alta IT Services, US Army Research Lab
07.2007 - 03.2009
- Organized, reviewed, and filed paperwork for secure recordkeeping.
- Verified paperwork accuracy and checked for completion prior to processing.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Used field equipment, devices and supplies to test surfaces for trace evidence, collect fingerprints and document findings.
Education
Bachelor of Science - Business Marketing
University of Phoenix
Phoenix, AZ05.2021
High School Diploma -
Immaculate Conception High School
Memphis, TN08.1991
Skills
- Powerful problem-solving capabilities
- Excellent verbal and written communication skills
- Passionate, detail oriented, willing to meet challenges and quickly understanding in new concepts
- Excels to build good relationships with coworkers and clients
- Able to give continuously energetic performance
- Over twenty years, corporate level customer service, escalations, and resolution
- Continuous Improvement Process
- Greeting Visitors
- Training Programs
- Client Correspondence
- Food and Beverage Service
- Special Needs Support
- Cultural Sensitivity
- In-flight Safety Procedures
- Flight Announcements
- Cabin Preparation
- Boarding Assistance
- Professional Grooming
- Preflight briefings
- Emergency Care
- Regulatory Compliance
- Baggage handling
Certification
- PSA Airlines Initial Flight Attendant Ground School
- Wing Presentation/ IOE successfully completed
Timeline
Regional Flight Attendant
PSA/ American Airlines
03.2024 - Current
Operational Team Lead
Bread Financial
10.2014 - 04.2024
Shipper/ Scanner
Fed Ex Ground
02.2010 - 07.2012
Registrar
Alta IT Services, US Army Research Lab
07.2007 - 03.2009
- PSA Airlines Initial Flight Attendant Ground School
- Wing Presentation/ IOE successfully completed
Bachelor of Science - Business Marketing
University of Phoenix
High School Diploma -
Immaculate Conception High School
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