BARBARA A. BRAY

Surprise, AZ • 256-***-**** • aduzpv@r.postjobfree.com

AIRPORT PASSENGER SERVICES PROFESSIONAL

CUSTOMER SERVICE PLANE EVACUATION PROTOCOLS PASSENGER, CREW & FLIGHT SAFETY Highly capable and dedicated professional with a broad background in the airline industry and skills in assisting passengers in maintaining optimal safety, security, and comfort during flights. Proven expertise in passenger satisfaction, hospitality management, flight regulatory guidelines, and peer relationship building. Capable of quickly adapting to change in the workplace such as different schedules, locations, assignments, and shifts. Excel at meeting and exceeding service expectations, keeping complaints to a minimum, and taking care of customers’ needs and personal belongings, as well as maximizing the level of passenger satisfaction throughout flight duration. Exceptional attention to detail with strong problem-solving and conflict resolution skills. Bilingual professional with proficiency in English and German languages and the ability to communicate effectively with people at all levels. Areas of Expertise:

Emergency Procedures & Response Safety Demonstrations Pre-Boarding Security Checks Emergency Equipment Maintenance Customer Satisfaction Problem Resolution Continuous Improvement Tasks Management In-Flight Services Federal Aviation Regulations Quality Assurance Needs Assessment Communication PROFESSIONAL EXPERIENCE

DELTA AIRLINES – Huntsville, AL 1998 – Present

Passenger Service Assistant (2010 – Present)

Greet passengers, explain departure and arrival procedures and provide detailed information regarding gate information. Transport airline passengers with reduced mobility by using a wheelchair, electric buggy, or specialized equipment. Place passenger luggage onto a baggage belt and create bag labels to ensure proper delivery.

Facilitate passenger boarding onto flights by releasing boarding passes, checking baggage, monitoring the size and quantity of carry-on baggage, and assigning seats.

Address delayed flight issues, reschedule passengers with aircraft interruptions, and guide the customer from security and passport control down to the boarding gate.

Render a variety of personal services to airline passengers such as company officials, distinguished persons, foreign- speaking passengers, and unaccompanied children requiring special assistance.

Establish first point-of-contact with passengers at the airport and promptly resolve complex customer service complaints with a focus on a positive resolution.

Recognized for providing excellent customer service and received the Customer Service Excellence Award “The Star” in July 2010.

Received Customer Service Excellence Award for delivering a smooth and pleasant travel experience by keeping passengers informed and making announcements to communicate information regarding itineraries, flights, and luggage.

Lead Agent (2009)

Administered on-time departures, safety, security, and customer service delivery as well as coordinated overall operation within an assigned functional area. Led delivery of safe and reliable operation, supervised flight and passenger handling activities, oversaw activities of team members, and addressed customer questions.

Ensured smooth transport of passengers to and from airplanes in line with company policies by attending to customer needs before, after, or between flights.

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Guaranteed safe and proper loading / offloading of baggage and cargo on Delta flights while accurately documenting weight and balance of luggage.

Met predefined operational targets while maintaining service, timeline, safety, and compliance requirements.

Investigated concerns of operational, safety, and performance irregularities with a focus on their prevention; documented findings and recommended improvements.

Basic Reservations Sales Agent (1998 – 1999)

Managed travel information, itineraries, and prices while providing travel information and advising customers in choosing from a variety of travel options. Determined special requirements of guests at the time of arrival and reviewed queries of delayed crew requests according to required policies and procedures.

Aided in promotion, sales, and booking of the company’s products and services to meet monthly revenue targets by proposing promotional packages to increase sales.

Gained recognition and secured positive feedback from customers by fulfilling specific travel needs and providing customers with comprehensive ticket and flight information.

Created, organized, and updated reservation records promptly in accordance with guests' booking confirmations.

Delivered optimal level of services and developed professional relationships with customers by managing requests and assisting customers with their booking and appointment activities.

Completed flight reservations, accepted payments for ticket purchases, answered questions and quoted airfare. Additional Experience: Customer Service Agent / Reservations Sales Agent at Trans World Airlines (1997 – 1998); NCO Club Duty Manager at US Air Force (1995 – 1997); Self-Employed Nail Technician (1990 – 1995); Bar Manager, Cashier, Accounts Receivable at US Air Force (1987 – 1990)

HONOR & AWARDS

US Air Force, Williams AFB NAF Employee of the Quarter US Air Force, Williams AFB Superior Performance Award EDUCATION

FAYETTEVILLE TECHNICAL INSTITUTE, FAYETTEVILLE, N.C. Computer Operator / Travel Agent

TRANS WORLD AIRLINES TRAVEL ACADEMY, ST. LOUIS, MO Reservations Sales and Customer Service Agent

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