Customer Service Team Members

Gwendolyn S. Terry

**** ********* *** • Lake Wylie, SC 29710 704-***-**** • *********@*****.***

Objective: Innately gifted with the ability to build sustainable relationships, intuitive with a broad perspective in engaging people from every walk of life. With a 13+ years and proven track record of ensuring safety, elevating customer experiences, effectively leading teams, mentoring and empowering junior team members to excel, my objective is to foster a collaborative and motivated team, which directly impacts quality in every area of service.

Quail Hollow Country Club October 2023-Present

Server Assistant

oSetting up and clearing tables

oComplete assigned cleaning duties.

oGreet guest with outstanding service.

oRemove dirty dishes from tables.

oReplenish drinks and bread for members and their guest.

oStock service stations.

oCheck roster of upcoming event and set tables and stations accordingly.

PSA Airlines, Inc. July 2010- June 2023

Check Flight Attendant/ Co-Chair of Employee Engagement & Education

Safety & Emergency Response

oTrained in aviation safety protocols, first aid, and emergency procedures.

oProficient in cabin safety equipment operation, ensuring passenger and crew well-

being.

oMaintained a 100% safety record during PSA Airlines tenure.

oWorked closely with management to ensure and document FAA compliance

certification of new FAs.

Hospitality & Customer Service:

oDemonstrated exceptional hospitality by consistently exceeding passenger expectations.

oReceived numerous commendations for providing attentive and personalized service.

oProficient in resolving customer issues promptly, ensuring a positive flying experience.

oExcellent interpersonal skills.

oTrained new hires on how and when to serve beverages.

oStrong understanding of inflight beverage and alcohol laws and service.

oExtensive knowledge of bartending, wine, coffee, and tea service.

oStrong understanding of first-class passenger food and beverage service

oAircraft inventory control of alcohol meal prep and safety supplies.

oConducted food safety analysis and maintained correct temperature to avoid spoilage.

Elevating Customer Experiences:

oDesigned and implemented innovative in-flight service enhancements to increase

customer satisfaction.

oSuccessfully managed in-flight amenities, catering, and entertainment to elevate

passenger experiences.

oRegularly received high customer satisfaction ratings on post-flight surveys.

PSA Airlines, Inc. March 2014-April 2015

Inflight Supervisor

oServed as a mentor and coach while training junior flight attendants, providing

guidance, and fostering their professional growth while meeting FAA Standards to

proficiency.

oConducted in-flight service training sessions to enhance the team’s skills and

knowledge.

oRecognized for my ability to inspire and develop team members.

oEnsured documentation for company policy and compliance records.

oConducted disciplinary meetings.

oEffectively supported the recruitment process by identifying diverse candidates who

align with company values and standards, leading to a skilled and diverse team.

oImproved the recruitment process by implementing feedback mechanisms for

continuous improvement.

Education;

Winthrop College, Bachelor of Arts, Communication Rock Hill, South Carolina

Certification:

Essec University: School of Business Diversity, Equity, and Inclusion

Additional Skills: Microsoft Office, Excel, Former Interior Design Consultant

References Upon Request

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