LIANA LEAEA
Sacramento,CA
Summary
Dedicated airline professional with nearly three years of experience at Southwest Airlines and a strong hospitality background spanning hotels and restaurants. Known for exceptional communication, adaptability, and teamwork, with a passion for safety and creating personal, welcoming experiences for every customer. Committed to continuous learning and advancing within the airline industry by expanding customer service skills and enhancing safety expertise.
Overview
9
9
years of professional experience
Work History
Customer Service Agent
Southwest Airlines, SWA
08.2023 - Current
- Collaborates with passengers and travel agents to resolve booking issues, correct fares, and clarify company guidelines and airport security safety.
- Manages oversells, delayed or cancelled flights, lost, delayed, or damaged luggage while maintaining friendly customer service by engaging customer and using active listening and effective interpersonal skills.
- Assisted passengers through ticketing process, provided support to individuals experiencing difficulties, verified boarding passes and identification, and discreetly observed traveler behavior to identify potential security threats.
Public Relations Representative
Church of Jesus Christ of Latter-Day Saints
10.2021 - 03.2023
- Proselytized people and imparted knowledge of faith using strong public speaking and one-on-one discussions
- Facilitated and directed outreach events for local communities in Salt Lake City, UT
Housekeeping Supervisor/Operations Controller
Doubletree By Hilton
03.2017 - 08.2021
- Developed lasting relationships with guests through genuine interactions that built loyalty and drove hotel revenue
- Managed team of 40 personnel in busy hotel with 395 rooms and supported all new personnel to maximize quality guest service and team performance
- Answered each call within 3 rings and up to 30 calls per hour in fast-paced environment, transferring callers to appropriate personnel
- Delivered answers to customer questions and concerns regarding demanding hotel shuttle pickup efficiency issues.
Hostess/Barista
Marriott International Inc MD
12.2018 - 03.2020
- Scheduled reservations, guided guests to appropriate seating for party size, listened to customer desires and recommended daily specials to guide patrons toward more profitable items
- Helped facilitate cooperation between service and kitchen staff to professionally meet guest needs and resolve problems.
Guest Service Agent
Marriott International Inc
04.2017 - 11.2018
- Responded to guests, including email, telephone and in-person inquiries and billing adjustments
- Assisted guests with making or canceling reservations through hotel's reservation system
- Drafted and maintained incident reports, daily activity logs and other documents requested by management.
Education
Certificate - Commercial Fundamentals
BYU PATHWAY CONNECT
Salt Lake City, UT06.2023
High School Diploma -
Hayward High School
Hayward, CA06.2015
Volunteer Experience
Public Relations Representative, Church of Jesus Christ of Latter-Day Saints, Salt Lake City, UT, 10/2021, 03/2023
Timeline
Customer Service Agent
Southwest Airlines, SWA
08.2023 - Current
Public Relations Representative
Church of Jesus Christ of Latter-Day Saints
10.2021 - 03.2023
Hostess/Barista
Marriott International Inc MD
12.2018 - 03.2020
Guest Service Agent
Marriott International Inc
04.2017 - 11.2018
Housekeeping Supervisor/Operations Controller
Doubletree By Hilton
03.2017 - 08.2021
High School Diploma -
Hayward High School
Certificate - Commercial Fundamentals
BYU PATHWAY CONNECT