Summary
Overview
Work History
Education
Skills
Languages
Certification
References
Timeline
Generic
Mariana Haungatau

Mariana Haungatau

Brentwood

Summary

Dynamic customer service professional with extensive experience at American Airlines, excelling in relationship management and emergency response. Proven ability to enhance customer satisfaction through active listening and effective problem-solving. Skilled in reservation management and regulatory compliance, consistently delivering exceptional service in fast-paced environments. Passionate about fostering a positive travel experience.

Overview

33
33
years of professional experience
1
1
Certification

Work History

Customer Service Agent/Customer Assistance Rep/Reservations Agent/Baggage Call Center Agent

AMERICAN AIRLINES
06.2021 - Current
  • Interacting with customers in a courteous, efficient, friendly and professional manner.
  • Promoting and selling air travel to the traveling public.
  • Assistance with passenger check-in and cargo acceptance.
  • Interpreting government rules and requirements for domestic and international travel.
  • Meeting and dispatching aircraft within established times.
  • Aiding distressed passengers and customers.
  • Protecting company property and revenue.
  • Providing safe travel.
  • Have the physical ability and dexterity to use motor skills to perform various job-related tasks.
  • Using organizational skills to perform multiple tasks within a limited time period.
  • Self-motivated with minimal supervision.
  • Respond and assist during security and emergency situations.
  • Follow internal/external policies and procedures.
  • Work in various weather conditions.
  • Work shifts that include irregular and/or extended hours, weekends and holidays.
  • Work in a fast-paced environment with intensive training on products, processes, policies and tools; and continue learning with recurrent training each year.
  • Handle contacts from customers and gain their trust by providing solutions to their travel needs.
  • Listen to the customers’ needs and proactively offer options.
  • Offer a high level of customer service.
  • Always working towards continuous improvement.
  • Work in a caring environment with a passion for culture and diversity with a strong sense of community, volunteer groups and support of various causes.
  • Specialize in Customer Service Agent and Reservations Tool such as Quick, AACorn, Sabre, Webtimac, Sherpa HMT, 2way radio to contact Airport Operations CSM CSC Customer Airport Assistance, as well as Baggage Call Center Software such as Netracer and Falcon and other Customer Service/Reservations/Baggage Locator Tools used to provide elevated customer service experience.

Stores Agent/Materials Logistics Distribution

ALASKA AIRLINES
12.2020 - 06.2021
  • General aviation industry planning/materials distribution of aircraft materials at aircraft maintenance bases and line operations.
  • OSHA COMPLIANT.
  • Aircraft Materials Auditor (Shelf life, Hazard Materials Compliant, purging of non compliant shelf life expired materials etc…).
  • Specialize in various software use for Inventory/Ramp/Customer Service/Aircraft Maintenance/Operations Ie... Trax, CargoSpot FOGS Fleet Microsoft Office, Sabre WEBFLTFinder.
  • Load shipment in Cargopit using CargoSpot for transport to other maintenance bases for aircraft maintenance. {AOG, AOM, CAP} aircraft parts and materials.
  • Engine Moves, Various heavy equipment operator.
  • Manage shipment with shipping time in conjunction with Customer Service Cargo / Load Planning/ Operations.
  • Communicate and coordinate with RAMP, Airport Operations, Materials Management, Customer Service, Cargo regarding load planning of shipment.
  • Safety Representative, Responsible for maintaining a safe and orderly working environment including but not limited to - Safety Checks for all equipment and vehicles used for operational purposes/ Preshift safety briefings and employee safety stretch and flex.
  • Reading and interpreting documents or instructions for kit building used in aircraft maintenance W/O, First Aid, In-flight and charter service.
  • Maintaining familiarity with operating procedures, general rules, and regulations.
  • Maintaining continuous industry training ie.. New or upgraded Operations software, yearly recertification and Computer Based Training.
  • Certified DGS/ Hazardous Material Shipping and Handling per (IATA, ICAO, FAA, OSHA).

MATERIALS/ Logistics Utilities TECHNICIAN/ ADMIN ASSISTANT

UNITED AIRLINES
02.1998 - 06.2020
  • Specialize in Aircraft Maintenance Materials, Airline Industry Customer Service, Materials Distribution, Inventory Purchasing, Auditing.
  • Specialize in various software used for operational needs in the Airline industry (Stores/Ramp/Customer Service) such as Trax, Sceptre, Unimatic, Apollo, TICS (tool inventory control system) Fleet (Outside Vendor Purchasing, Shipping and Receiving Software), CargoSpot, Cosmo.
  • Identifying FAR parts for planning and acquisition for general inventory and to satisfy the needs of aircraft maintenance write ups/ work orders.
  • Administrative Assistant for Maintenance Operations Manager/ Aircraft Tooling Supervisor.
  • Assist Engineering in reading specified tooling blueprints for manufacturing to be used on aircraft maintenance.
  • Constant communication and coordination with Management etc… (ie.. Managers, Supervisors, Planners, Operations, Customer Service, Ramp, Maintenance Tech, Records and Safety) in regards to all materials used for W/O, Writeups, JobCards, Load Planning, Hazmat, Shipping, Receiving, Distribution.
  • Continuous Customer service for all types including but not limited to Airline employees – management in various departments, maintenance technicians, planners, materials agents, ramp service agents, records, other transportation entities (fedex UPS, USPS, Amazon etc..) and outside customers/clients.
  • Union Safety Representative Union Shop Steward, Women’s Committee Member/Volunteer.

Immigration Inspector

COMMONWEALTH OF THE NORTHERN MARIANA ISLANDS DEPTARTMENT OF LABOR AND IMMIGRATION
03.1993 - 01.1998
  • Identification of immigration fraud.
  • Facilitates all entries of persons engaged in business, tourism or other.
  • Communicate with private sector interests in conformance with immigration laws.
  • Conduct investigations and interviews to pursue illegal immigrants who falsify information on applications for asylum, visas, or citizenship as well as Researching and analyzing applications, petitions and supporting documentations, conducting interviews of petitioners and applicants to assess credibility.
  • Inspection and examination of travel documents of passengers/persons entry and exit documents who are entering or leaving USA ports of entry.
  • Preparing deportation OSC for AG office for deportation proceedings.
  • Coordinating with local law enforcement in apprehension, detaining and deporting of illegal immigrants.
  • Intake, Interview and Process Immigration applicants and applications.
  • Executive Secretary for Director of Immigration – secretarial procedures, customer service, schedule meetings and public events for Director of Immigrations, preparing reports, review of complicated immigration applications for submission.

Education

High School Diploma -

Tennyson High School
Hayward, CA
06-1985

Some College (No Degree) - Photography

College of San Mateo
San Mateo, CA

Skills

  • Customer service and support
  • Reservation management
  • Emergency response
  • Regulatory compliance
  • Aircraft dispatching
  • Relationship management
  • Service upselling
  • Self-starter attitude
  • Empathy and authenticity
  • Active listening skills
  • Inbound customer service
  • Adaptability and flexibility
  • Reliability and punctuality
  • Strong work ethic
  • Script adherence

Languages

English
Professional
Japanese
Limited

Certification

CPR certified

References

References available upon request.

Timeline

Customer Service Agent/Customer Assistance Rep/Reservations Agent/Baggage Call Center Agent

AMERICAN AIRLINES
06.2021 - Current

Stores Agent/Materials Logistics Distribution

ALASKA AIRLINES
12.2020 - 06.2021

MATERIALS/ Logistics Utilities TECHNICIAN/ ADMIN ASSISTANT

UNITED AIRLINES
02.1998 - 06.2020

Immigration Inspector

COMMONWEALTH OF THE NORTHERN MARIANA ISLANDS DEPTARTMENT OF LABOR AND IMMIGRATION
03.1993 - 01.1998

High School Diploma -

Tennyson High School

Some College (No Degree) - Photography

College of San Mateo
Mariana Haungatau