Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Wanda Keith Hickman

Wanda Keith Hickman

Virginia Beach,VA

Summary

Observant individual with excellent interpersonal and communication skills with the ability to build meaningful relationships with clients and families. Experienced in working with clients from diverse cultural and religious backgrounds. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings a positive attitude and commitment to continuous learning and growth.

Overview

38
38
years of professional experience
1
1
Certification

Work History

Senior Travel Advisor

AAA Travel Agency
02.2018 - Current
  • Implementing the art of asking open-ended questions to better ascertain client needs and determine the best international travel offerings.
  • Develops a loyal clientele base due to excellent listening and research skills and a keen understanding of travel budgets.
  • Designed customized travel itineraries based on client preferences and budget constraints.
  • Cultivated relationships with vendors to secure exclusive deals and enhance service offerings.
  • Mentored junior advisors in customer engagement techniques and travel industry best practices.
  • Conducted in-depth consultations with clients to assess needs and provide tailored travel solutions.
  • Demonstrated flexibility in adapting to evolving client needs, resulting in lasting business relationships and a strong reputation in the travel advisory sector.
  • Helped customers with passport and visa applications.
  • Streamlined booking processes by implementing digital tools, improving efficiency for team operations.
  • Resolved any issues or concerns swiftly, going above and beyond to ensure complete client satisfaction at all times.
  • Enhanced client satisfaction by providing personalized travel recommendations and exceptional customer service.
  • Stayed current on industry trends and emerging destinations, making informed suggestions for clients seeking unique experiences.
  • Arranged travel accommodations for groups, couples, executives, and special needs clients.
  • Assisted clients with flight changes and cancellations to minimize travel disruptions.
  • Maintained up-to-date knowledge of travel industry trends, regulations, and best practices to better serve customers.
  • Promoted dedicated customer service and support by promptly resolving customer complaints.
  • Coordinated both international and domestic travel accommodations for customers, arranging for airfare, hotel, and rental car reservations.
  • Recommended travel insurance plans to customers to reduce the uncertainty and risk of financial loss.


Flight Attendant

Mesa Airlines
08.2003 - 11.2017
  • Provided comfort to anxious travelers through active listening, empathy, and reassurance during turbulence or other flight challenges.
  • Increased customer satisfaction by providing high-quality service and attending to passengers' needs with empathy and professionalism.
  • Reduced anxiety for passengers during turbulence by providing reassurance and clear instructions.
  • Delivered exceptional customer service to enhance passenger experience and satisfaction.
  • Managed cabin safety protocols to ensure compliance with aviation regulations.
  • Coordinated in-flight service delivery, optimizing efficiency.
  • Resolved passenger inquiries and concerns promptly, maintaining a positive environment.
  • Collaborated with flight crew to ensure seamless operations during flights.
  • Conducted pre-flight checks to verify emergency equipment functionality and readiness.
  • Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
  • Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations.
  • Handled medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
  • Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
  • Contributed to company success by consistently achieving high performance ratings for customer service, teamwork, and punctuality.
  • Collaborated with fellow crew members to deliver a seamless travel experience for passengers on domestic and international flights.
  • Participated in regular training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.
  • Increased customer loyalty through personalized interactions, promptly attending to concerns, and resolving issues professionally.
  • Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
  • Answered passenger questions and provided solutions to issues arising during flights.
  • Supported team morale through effective communication skills that fostered cooperation among diverse crew members under various circumstances.
  • Resolved passenger conflicts and medical emergencies during flights.
  • Ensured safety and comfort of customers onboard aircraft.
  • Assisted unaccompanied minors throughout their journey by providing supervision and engaging them in age-appropriate activities or conversation.
  • Coordinated with ground personnel to resolve any issues or discrepancies in a timely manner, maintaining smooth operations.
  • Collaborated with airport personnel to resolve boarding and disembarking delays, minimizing inconvenience to passengers.
  • Solved in-flight emergencies calmly and effectively, minimizing passenger distress and ensuring safety.
  • Facilitated smooth communication between cockpit crew and passengers, ensuring all instructions were clearly conveyed and understood.
  • Collected and reported feedback from passengers to airline management, contributing to continuous service improvement.
  • Assisted in managing passenger conflicts with diplomacy and professionalism, maintaining peaceful cabin environment.
  • Cultivated positive and welcoming atmosphere, making flights more enjoyable for passengers.
  • Used excellent customer service skills in addressing passengers' needs.
  • Demonstrated knowledge of aircraft safety features and emergency equipment.
  • Completed pre-flight safety checks to reinforce passenger safety.
  • Assisted passengers in boarding and deplaning aircraft.
  • Monitored cabin during flights and responded to passenger inquiries or issues.
  • Collaborated with flight crew to maximize smooth and safe flights.
  • Welcomed passengers aboard and provided overview of safety procedures.
  • Supported passengers with special needs and provided assistance to wheelchair passengers.
  • Offered personalized assistance to children, elderly and passengers with special needs.


EAP Counselor

Association of Flight Attendants
06.2006 - 03.2017
  • Provided a confidential ear to flight attendants experiencing personal or work-related challenges.
  • Collaborated with management to create supportive resources tailored to employee needs.
  • Conducted assessments to identify individual support requirements and guide appropriate interventions.
  • Led crisis intervention initiatives, addressing urgent employee concerns effectively and compassionately.
  • Performed after-care monitoring and followed up with employees and providers to verify employee safety and treatment continuation.
  • Conducted thorough evaluations of organizational policies, identifying areas for improvement within the Employee Assistance Program framework.
  • Served as an advocate for employee well-being, championing the importance of mental health support in fostering a productive and engaged workforce.
  • Participated in ongoing professional development opportunities, staying current on best practices and emerging trends in the Employee Assistance Program field.
  • Promoted work-life balance by offering guidance on time management, prioritization, and self-care practices for employees.
  • Assisted with referrals for members needing ongoing or additional counseling services.
  • Delivered crisis intervention and management support in response to critical incidents.
  • Collaborated with managers to identify and address employee relations issues.
  • Advocated for staff members, helping to identify and resolve conflicts.

Cardiopulmonary Technologist

US Air Force
07.1987 - 06.1995
  • Conducted electrocardiogram, echocardiogram, phonocardiogram, and stress tests by using electronic test equipment and recording devices to assess patient respiratory, pulmonary, and cardiac function.
  • Utilized stethoscopes, thermometers, and sphygmomanometers to meet patient needs and prescribed medical therapies.
  • Inspected, maintained, and adjusted cardiology, respiratory, and pulmonary equipment to maintain optimal functionality and diagnostic usefulness.
  • Operated and maintained advanced cardiopulmonary equipment, ensuring optimal performance and reliability.
  • Collaborated with healthcare teams to develop tailored treatment plans based on test results.
  • Performed arterial blood sticks and obtained blood gases.
  • Documented vascular data, such as edema, oxygen saturation, and blood pressure, to contribute to accurate diagnoses.
  • Tracked findings of procedures such as EKGs using manual and automated recording devices.
  • Measured heart chamber sizes and wall thickness against expected sizes to detect abnormalities.
  • Helped physicians complete cardiac issues and peripheral vascular concerns by assisting with procedures such as pacemaker insertions and balloon angioplasties.
  • Supported the healthcare team by maintaining responsibility for electrocardiogram monitoring, defibrillation, and cardio rehabilitation training.



Education

Bachelor of Arts - Biblical And Theological Studies

Regent University
Virginia Beach, VA
12-2024

Skills

  • Strong verbal and written communication skills
  • Ability to listen to the client and assess their needs
  • Ability to provide tools and information for an enhanced travel experience
  • Building strong client partnerships
  • Interpersonal relationship building and management
  • Exceptional customer service
  • Professionalism
  • Conflict resolution
  • Problem-solving abilities
  • Teamwork and collaboration
  • Attention to detail
  • Multitasking
  • Consistent reliability
  • Critical and Analytical thinking and problem solving
  • Adaptable and responsive to new challenges
  • Collaborative decision-making

Certification

  • Certified Travel Advisor (The Travel Institute)
  • Certified Autism Travel Professional (International Board of Credentialing and Continuing Education Standards)
  • Certified Destination Specialist (The Travel Institute)- Caribbean
  • Certified Destination Specialist (The Travel Institute)- Hawaii
  • Certified Destination Specialist (The Travel Institute)- Italy
  • Certified Destination Specialist (The Travel Institute)- North America


Timeline

Senior Travel Advisor

AAA Travel Agency
02.2018 - Current

EAP Counselor

Association of Flight Attendants
06.2006 - 03.2017

Flight Attendant

Mesa Airlines
08.2003 - 11.2017

Cardiopulmonary Technologist

US Air Force
07.1987 - 06.1995

Bachelor of Arts - Biblical And Theological Studies

Regent University

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