Eliana Carannante
Hialeah
Summary
Dynamic leader with extensive experience in customer service management and staff training, notably at Swissport/Emirates. Excelled in enhancing passenger satisfaction through effective team management and multilingual proficiency. Achieved high employee retention by fostering a collaborative environment and implementing innovative passenger assistance techniques. Skilled in both customer needs assessment and disability services, consistently delivering exceptional service. Customer-minded professional committed to safety and service. Knowledgeable and polished with excellent communication and writing skills. Reliable cabin crew professional with wealth of expertise in airline industry. Offering superb work ethic and motivated, service-driven personality. Looking for exciting role as crew member with US-based airline carrier. Welcoming, personable individual with well-developed hospitality skills. Handles high-pressure situations with undeniable grace and poise. Experience with US-based airlines as valued member of Passenger Service Supervisor.
Overview
12
12
years of professional experience
Work History
Passenger Service Supervisor
Swissport, Emirates Airlines
09.2021 - Current
- Managed team member schedules and work assignments.
- Ensured compliance with airline policies and procedures, maintaining safety standards throughout the terminal.
- Monitored security and maintained operational protocols.
- Oversaw ticketing, gate and ramp services.
- Coordinated timely departures by effectively communicating with gate agents, flight crews, and ground personnel.
- Conducted regular staff training sessions for continuous improvement in customer service skills and knowledge of airline procedures.
- Streamlined boarding processes for a smoother travel experience, reducing wait times and increasing customer satisfaction.
- Hired, trained, and motivated employees to provide exceptional passenger care and support.
- Promoted a culture of teamwork among staff members by organizing team-building activities and encouraging open communication within the workplace.
- Provided leadership to the service team, fostering a positive work environment that resulted in high employee retention rates.
- Conducted thorough investigations into passenger complaints or incidents, implementing corrective actions when required to prevent future occurrences of similar situations.
Passenger Service Agent
Swissport/Emirates
05.2021 - 09.2021
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Educated passengers on safety procedures and provided assistance to disabled passengers
Passenger Service Agent
British Airways
01.2019 - 03.2020
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
- Produced and shared customer service reports to support management decision-making.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Passenger Service Agent
Norwegian Airline
01.2019 - 03.2020
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
Waitress Supervisor
Il Forno Restaurant
09.2018 - 12.2018
- Managed table turnover rate effectively allowing for more guests served per shift.
- Ensured timely delivery of food orders by closely monitoring kitchen processes and collaborating with chefs to resolve any issues efficiently.
- Coordinated kitchen activities with front-of-house staff for seamless and service.
- Scheduled and rotated staff for adequate coverage and fair distribution of workload.
- Monitored food inventory and supplies to prevent waste.
- Disciplined and motivated staff to achieve challenging objectives in fast-paced culinary environments.
- Supervised food presentation and plating to enhance visual appeal.
- Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
Waitress Supervisor
Palace Restaurant
11.2012 - 09.2017
- Managed table turnover rate effectively allowing for more guests served per shift.
- Ensured timely delivery of food orders by closely monitoring kitchen processes and collaborating with chefs to resolve any issues efficiently.
- Fostered a positive working environment by addressing employee conflicts promptly and fairly, promoting open communication between team members.
- Increased overall dining experience by maintaining high standards of cleanliness and organization throughout the restaurant.
- Enhanced customer satisfaction by efficiently managing waitstaff schedules and ensuring optimal coverage during peak hours.
- Assisted in hiring and training new waitstaff, ensuring excellent service levels were maintained at all times.
- Boosted customer retention rates with exceptional service quality, personalized interactions, and prompt resolution of complaints or concerns.
Education
Classical Languages And Literatures
Itis Linguistics
Napoli, ItalySkills
- Customer Service Management
- Staff Training and Development
- Team Management
- Check-in processes
- Customer Assistance
- Reliability and punctuality
- Food and Beverage Service
- Baggage handling
- Multilingual Proficiency
- Disability Services
- Passenger Assistance
- Customer Service
- Passenger Needs Assessment
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 30 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved a consistently high customer satisfaction rating of 95% or above based on post-flight passenger surveys.
- Increased in-flight sales revenue by 20% through effective upselling techniques and recommendations.
- Successfully resolved an average of 98% of customer complaints and issues to the satisfaction of passengers.
- Reduced onboard incidents by 30% through proactive safety measure implementation and passenger education.
- Recognized for outstanding teamwork during an emergency landing, ensuring the safe evacuation of passengers and crew.
- Implemented a comprehensive onboard language assistance program, improving communication with non-English speaking passengers by 30%.
- Successfully managed challenging situations, such as medical emergencies and disruptive passengers, with a 100% incident resolution rate.
Languages
Italian
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Passenger Service Supervisor
Swissport, Emirates Airlines
09.2021 - Current
Passenger Service Agent
Swissport/Emirates
05.2021 - 09.2021
Passenger Service Agent
British Airways
01.2019 - 03.2020
Passenger Service Agent
Norwegian Airline
01.2019 - 03.2020
Waitress Supervisor
Il Forno Restaurant
09.2018 - 12.2018
Waitress Supervisor
Palace Restaurant
11.2012 - 09.2017
Classical Languages And Literatures
Itis Linguistics
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