Career Objective: A position that requires excellent internal and external customer service, teamwork, and demands fast and accurate services, excellent communication skills, a dynamic work environment, and ability to positively adapt to changes and quickly find resolutions to challenges by professionally understanding customers' needs

Summary of Skills:

•Adherence and leadership with national security and safety rules and regulations •Excellent communication, customer service, and computer skills •Skilled in handling and maintaining sensitive customer information •Ability to process client information •High patience with an ability to handle stressful situations professionally •Team player •Conflict resolution •Adaptable •Management and supervision, staff training and development • Organized • Skilled multi-tasker

Work Experience:

SKYWEST AIRLINES Idaho Falls, ID Customer Service, Gate Agent, and Supervisor June 2000 – May 2017

Security, safety, database, customer service, no fly list, crisis management, customer service.

Supervision of 30 employees. Includes employee performance, development, and training.

Corrective action - Implementation of stepped discipline per company guidelines and serves as liaison for corporate human resources.

Maintain all records and ensure all ticket counter responsibilities are in compliance to FAA/TSA/Airline/FSS policies and procedures.

Provide security and compliance inspections of passenger baggage and ensure TSA compliance with policies and procedures.

Customer service and complaint resolution. Resolving disservice situations (e.g., determine alternate flight options for delayed, cancelled, or missed flights, change/rebook a reservation). Assist disabled/elderly passengers in boarding aircraft and disembarking from aircraft in compliance with all policies and policies. Comforted customers making air travel for the first time.

Utilized complex computer programs and systems to provide scheduling, ticketing, and purchasing requirements.

Processed reservations, coordinated stand-by and monitored cabin availability.

Issued travel and hotel vouchers for passengers on overbooked and canceled flights.

Determined flight close-out times and completed and verified flight forms.

Assist in emergency management and contingency planning.

Daily large deposits for two different major airlines.

Advise clients on transportation and payment methods.

Prepare manifests showing baggage, mail, and freight weights, and number of passengers on airplanes, and transmit data to destinations.

Ensure on-time departures of aircraft. Conflict resolution with dissatisfied or displeased customers.

Direct or participate in cargo loading to ensure completeness of load and even distribution of weight.

DELTA Idaho Falls, ID. Customer Service. Gate Agent- 1997-2000

Utilized latest technology and computer programs for national airline ticketing and customer service. Reconcile daily receipts and prepare reports as required. Collecting ticket payment in cash, credit cards, checks, coupons, and travel vouchers.

Answering telephone calls and emails for ticket fare, reservations, arrival and departure, and general inquiries

Weighed baggage, and collected additional charges for extra weight

Service Vending, Inc. E. Idaho. 1996-1997

Maintained government “L” clearance.

Researches and conducts surveys to determine vending needs

Inspects vending locations to determine whether vending equipment operates properly and is maintained in good repair

Conducts tests to verify product size, price, quality, and freshness.

Analyzes vending sales reports to determine if changes in services are necessary.

Prepares monthly reports, detailing product lines and locations.

Maintains up-to-date inventory of all campus vending equipment, noting model and serial number.

Maintains daily personal contact with departments concerning service complaints, equipment malfunctions and related problems.

LOOMIS/WELLS FARGO ARMORED TRUCK Co. E. Idaho. Armed Security Guard – Money Transporter 1992-1995

Responsible for the safe and timely delivery of cash and coin to Loomis customers, as well as the loading and balancing along your route.

Customer focused – providing trusted advice, on time delivery and pick up, and assurance of meeting all security and safety requirements.

Trusted with monetary funds to bank to bank, bank to business transport.

Trained in security and safety. Participated in drills and operational reviews.

Provide impeccable records management, organization of information, and detailed schedule information

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