Customer Service First Aid

Yhamea Lawrence

Fresno, California

559-***-**** ******************@*****.***

SUMMARY

Early career professional and upcoming graduate of the International Air and Hospitality Academy entering the airline industry. Willing to relocate and to work varied shifts including evenings, weekends, and holidays without conflict or complaint. EDUCATION

International Air and Hospitality Academy - Vancouver, Washington 2024 – Present Airline/Travel Specialist Diploma

● Advanced knowledge of flight attendant terminology, protocol, responsibilities, and duties including safety procedures, FAA regulations, and customer service using a mock cabin

● Earned OSHA 10 certification, with an emphasis on general industry knowledge. MEDIC First Aid (First Aid/CPR/AED) certifications

● Passenger situation role play in a 9 seat, mock cabin with working jump seat, public announcement system, galley, lavatory, and passenger service units.

● Knowledge of domestic and international city, airport, and airline codes

● Trained to exceed industry standards of professionalism and customer service skills.

● Experienced on a live Apollo reservation system building a complete PNR, modifying, dividing, history, FLIFO, and car reservations.

● Demonstrated proficiency in airport operations including ramp operations, oversold, canceled, delayed flights, public address announcements, weight and balance, and cargo.

● Proficiency in fare construction, domestic ticketing, special service tickets, MCOs, and excess baggage charges, and cost-effective itinerary planning

● Completed training in time management, taking direction, collaboration, and professional communication.

PROFESSIONAL EXPERIENCE

City of Fresno – Fresno, California 2021 – 2022

Park Attendant

● Maintained accurate records of visitor numbers and sales transactions, aiding in data-driven decision making for park improvements.

● Collaborated with maintenance staff to address repair needs quickly, minimizing downtime of attractions and facilities.

● Implemented crowd control measures during peak hours, promoting an organized flow of traffic within the park grounds.

● Conducted regular patrols throughout the day to maintain security standards and respond promptly to incidents as needed.

● Handled visitor inquiries professionally and courteously, addressing concerns effectively to ensure satisfaction.

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