Tepatasi M. Scanlan
American Airlines
Clovis
11
years of professional experience
To fill the Quality Assurance Auditor Level II vacancy at Skywest Airlines. I'm fully equipped with ten plus years of experience in the airline industry, both on the management and operational side, as well as above and below the wing across the regional carrier and mainline side.
I’m a passionate, hard worker who doesn't need supervision to get the work done, enjoys serving and helping others, punctual team player who always shows up-ready to put work in- to achieve the common goals.
Work History
Customer Assistance Representative
3 Years 11 Months- Greet passengers upon arrival at the airport and monitor the lobby area to ensure it is in compliance with safety policies and procedures.
- Assist passengers with check in at the kiosk.
- Check and confirm passengers have all the necessary documents to travel
- Verify passenger bags are within FAA and company guidelines.
- Weigh, scan and tag bags
- Que passenger line and make sure they know their departure gates
Customer Service Cross Utilized Supervisor
2 Years 7 Months- Supervise each shift with 10 to 15 agents on the ramp, gate and ticket counter.
- Run and monitor daily airport operations always keeping agents and passengers’ safety in mind.
- Perform monthly and quarterly audits to ensure safety, accuracy and compliance with company and federal agency policies.
- Identify and Correct noncompliant behavior and impose disciplinary action as required.
- Submit daily, weekly or monthly required supervisory reports
- Attend quarterly supervisory training out of town and keep up with the required online training.
- Represent the company at grievance hearings and help find a solution to resolve the discussed matter(s).
- Monitor and ensure FAA, TSA, DOT and company safety procedures and guidelines are followed.
- Communicated with dispatch, operations, and leadership to align priorities during irregular conditions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
- In charge of our local station (FAT) CARE Team monthly meetings and training.
Cross Utilized Agent and Union Steward
2 Years 8 Months- Greet and check in passengers, tag their bags, process cash, debit or credit card payments, track lost bags, process claims, cargo, marshal in, park and clean the planes, security sweep, load and offload bags from aircraft.
- Maintain online training to be in compliance and up to date with FAA, TSA, DOT and company policies and regulations.
- Rebook canceled or delay flights, document passenger complaints and ensure passengers’ safety and satisfaction.
- As a union rep, I am a liaison who ensures the workers and company (management) are in constant communication to maintain a close and healthy working relationship with hopes of achieving our common goals.
- Represented union members during grievance discussions and workplace disputes, ensuring contract compliance and fair resolution.
- Coordinated communication between members and management to address concerns, clarify policies, and reduce misunderstandings.
- Documented grievances, investigative findings, and meeting outcomes to maintain accurate case records and follow-up actions.
- Advised members on union procedures, election matters, and contract updates to strengthen engagement and awareness.
- Facilitated dispute resolution discussions, promoting agreement while protecting member interests and contractual standards.
Education
- Business Communications
- Political Science And Rhetoric Communications
High School Diploma - General Studies
Skills
Quick Learner
Teachable
Multitasking and organization
Active listening
Adaptability and flexibility
Exceptional rhetoric and written communication
Excellent team member
Extraordinary leader
Timeline
Customer Assistance Representative
American Airlines
11.2019 - 10.2023Read More
Customer Service Cross Utilized Supervisor
Piedmont Airlines
09.2015 - 04.2018Read More
Cross Utilized Agent and Union Steward
Piedmont Airlines
01.2013 - 09.2015Read More
Willow International
from Business Communications
Read More
UC Davis
from Political Science And Rhetoric Communications
Read More
Andrew Hill High School
High School Diploma from General Studies
Read More