Yamunā Deva
Port Of Spain
Summary
Experienced and compassionate customer relations leader with over a decade of progressive experience in the aviation and travel industries. Acclaimed for driving operational excellence, guiding staff development, and ensuring exceptional customer service outcomes through strategic leadership and compliance expertise. Subject-matter expert on disability access regulations (CFR 382) with a strong foundation in training, logistics, and operational support. Played a key role in launching and leading customer relations initiatives in Port of Spain, enhancing regional service quality and customer experience.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Team Leader Customer Relations Disability Desk
American Airlines
08.2023 - Current
- Provided expert guidance to team members on file handling, company policies, systems, and customer service practices, ensuring adherence to established procedures.
- Resolved escalated customer complaints and performed exception approvals, demonstrating problem-solving skills and high-level decision-making.
- Mentored team members to improve productivity and quality, contributing to overall performance enhancement and supporting departmental goals.
- Provide leadership and operational oversight for a team of 30, fostering a high-performance work environment.
- Recognized as a subject-matter expert on U.S. DOT regulation CFR 382 and formally certified as a Complaint Resolution Official (CRO) for handling disability-related travel concerns.
Customer Relations Mentor
American Airlines
12.2022 - 07.2023
- Selected as one of the first team members to launch the newly established Customer Relations (Service Recovery) department in Port of Spain.
- Received specialized training in service recovery protocols, including new tools and internal systems developed for the department.
- Played a key role in onboarding and mentoring new hires by relaying foundational training and department best practices.
Reservations Sales and Chat Representative
American Airlines
02.2021 - 12.2022
- Provided customer support via phone and chat across multiple service desks, including General Sales, AA.com Web Support, Baggage Call Center, AAdvantage® Award Program, Resolutions Services Desk, Executive Platinum Desk, and Concierge Key Desk.
- Delivered personalized assistance, resolved complex inquiries, and ensured high satisfaction for both standard and premium customers.
Passenger Service Representative /Administrative Assistant
Bristow Caribbean Ltd.
04.2011 - 04.2020
- Oversaw offshore passenger services and logistics operations, including comprehensive flight planning and accurate data management.
- Trained and led ground operations staff while managing day-to-day administrative and office functions to ensure seamless workflow and service delivery.
Security Supervisor
Bristow Caribbean Ltd.
05.2012 - 06.2014
- Supervised and managed a team of agents, ensuring compliance with regulations and maintaining smooth security checkpoint operations.
- Trained and mentored agents on screening procedures, customer service, and safety protocols, improving overall team performance.
- Monitored daily operations to ensure timely and efficient passenger screening, identifying and addressing any operational inefficiencies.
- Managed escalated issues and conflicts with passengers, ensuring adherence to security protocols while maintaining a professional and courteous environment.
- Coordinated with law enforcement and airport security teams to address potential threats, suspicious activities, or emergencies.
- Conducted performance evaluations and maintained documentation of incidents, improving security measures and team effectiveness.
- Developed and maintained operational reports, ensuring all incidents were properly documented and reported to appropriate authorities.
- Ensured compliance with safety and security standards, leading the team to consistently meet federal regulatory requirements.
Security Agent
Bristow Caribbean Ltd.
04.2011 - 05.2012
- Conducted security screenings of passengers, carry-on luggage, and checked baggage using x-ray machines and manual checks, ensuring compliance with local Heliport regulations.
- Screened and identified dangerous goods, prohibited items, and hazardous materials in baggage, preventing any potential threats to airport and flight safety.
- Administered physical pat-downs and searched belongings while ensuring a respectful and professional experience for all passengers.
- Managed and maintained efficient flow at heliport security checkpoints, reducing wait times while ensuring thorough screenings.
- Collaborated with law enforcement and airport security teams to address potential threats and ensure adherence to federal safety standards.
- Responded promptly and effectively to security breaches, following emergency protocols and assisting in evacuations when necessary.
- Delivered customer service by providing clear guidance on security procedures and policies, ensuring a positive travel experience for passengers.
Customer Service Representative
Piarco Air Services
05.2009 - 04.2011
- Coordinated flight dispatch operations and facilitated daily passenger processing for over 500 travelers across multiple airlines, including LIAT and Suriname Airways.
Education
BA (Hons) - Business and Management
University of Sunderland
United Kingdom01-2026
Diploma - Business Management
Association of Business Executives (UK)
United Kingdom06.2021
Diploma - Tourism Management
Association of Business Executives (UK)
United Kingdom06.2015
C.X.C O'levels - Mathematics, English Language, English Literature, Principles of Business, Human & Social Biology
Bishop Anstey High School East
Trinidad06.2003
Skills
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Motivational Leadership
- Coaching and Mentoring
- Documentation and Reporting,
- Quality Assurance
- Process Optimization
- People Management, Performance Enhancement
Certification
Avid reader and outdoor enthusiast with a love for travel and hiking. Passionate about community service, cultural exploration through vegetarian cooking, and currently studying Spanish to expand language skills.
Languages
Spanish
Limited Working
Interests
- Kemba, Joseph, Customer Care Manager, ICS 821-5710, American Airlines
- Ronald, Ramnarine, Ground Operations Manager, 1 868 756 5215, Bristow Caribbean Ltd
Timeline
Team Leader Customer Relations Disability Desk
American Airlines
08.2023 - Current
Customer Relations Mentor
American Airlines
12.2022 - 07.2023
Reservations Sales and Chat Representative
American Airlines
02.2021 - 12.2022
Security Supervisor
Bristow Caribbean Ltd.
05.2012 - 06.2014
Passenger Service Representative /Administrative Assistant
Bristow Caribbean Ltd.
04.2011 - 04.2020
Security Agent
Bristow Caribbean Ltd.
04.2011 - 05.2012
Customer Service Representative
Piarco Air Services
05.2009 - 04.2011
BA (Hons) - Business and Management
University of Sunderland
Diploma - Business Management
Association of Business Executives (UK)
Diploma - Tourism Management
Association of Business Executives (UK)
C.X.C O'levels - Mathematics, English Language, English Literature, Principles of Business, Human & Social Biology
Bishop Anstey High School East
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