Wanda Nazarino
Burlingame
Summary
Dynamic Operations Leader with extensive expertise in airport operations, dedicated to delivering exceptional customer service and fostering a collaborative team environment. Proven track record in organizational leadership, operational planning, and management, complemented by proficiency in industry-specific tools such as Quickbase, Altier, Apollo, and NetTracer. Committed to driving efficiency and enhancing operational performance through strategic initiatives and effective training programs. Passionate about leveraging skills to create seamless operational experiences that prioritize customer satisfaction and team success.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
United Airlines
San Francisco, CA
10.2025 - Current
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Interact with our domestic and International customer in our lobbies and at gates, helping them with ticketing, baggage, greeting customers as they start and end their journey.
- Provide friendly professional, confident and in insightful service to help resolve customer travel issues and make their experience memorable
Customer Service Supervisor
Southwest Airlines
Las Vegas, NV
09.2023 - 04.2025
- Organize at a high volume the daily running briefing operation to ensure each day is carried out in an efficient manner from providing safe and secure customer experience to building shift bids.
- Oversee timeliness of originators and manage 5 gates with 27 flights in the daily gate operations.
- Exemplify collateral duties which includes surprise and delight and hospitality.
- Actively communicate with all departments to maintain on time flights.
Airport Duty Supervisor
Southwest Airlines
Maui, HI
03.2019 - 08.2019
- Organize the daily running briefing operation to ensure each day is carried out in an efficient manner from providing safe and secure customer experience to building shift bids.
- Actively communicate with all departments to maintain on time flights.
- Oversee CSA and Ramp bids and as well as payroll.
- Enforce collateral duties including uniform compliance and LMS/Comply 365 for all team members.
- Provide an exceptional Hawaiian Go With Heart experience to each passenger, including all “make a wish passenger and family” requests.
- Oversee the gate scheduling of all flights in/out of the Maui airport
Customer Service Trainer and Temporary Supervisor
Southwest Airlines
Oakland, CA
04.2017 - 02.2019
- Provide superior customer service satisfaction throughout the ticket counter, gates, and baggage service.
- Train returning customer service agents and new hire agents prior to their corporate Dallas training and mentor them for two weeks upon their return.
- Oversee timeliness of originators and manage 6-8 daily gate operations.
- Participate in the daily supervisor meetings as Lobby Champion to ensure my co-hearts gave their best Customer Service.
- Train and update the station above and below the wing on Hawaiian culture and regulations, both currently and prior to Hawaii flight launch.
Contract Service Manager
Hawaiian Airlines
Honolulu, HI
09.2012 - 08.2013
- Oversee the daily operations for USAIRWAYS Honolulu, to and from Phoenix.
- Administer staff evaluations and guide the team to meet the operational requirements.
- Led the team to become number one in the Hawaiian islands and number four system wide for USAIRWAYS for on me performance.
- Led team to enhance operational efficiency and customer satisfaction through strategic service initiatives.
Station Supervisor
Virgin America
San Francisco, CA
05.2009 - 05.2012
- Unify an alliance across the team to lift team spirit and on- me performance stats.
- Train the team on updated emergency procedures within the airport.
- Create monthly bid schedules in accordance to system flight schedules.
Bay Area Passenger Service and Ramp Manager
Swissport Corporation
San Francisco, CA
10.2005 - 06.2008
- Oversee the daily operation of the three major airports with Swissport San Francisco, Oakland, and San Jose International airports.
- Manage a team of over 250 agents throughout nine international airlines, each with two daily flights and one domestic carrier.
- Spearhead the opening of GO airlines in Honolulu, Hawaii by hiring and training a team of 60 agents to debut within three weeks.
Education
No Degree - Business Management
University of Phoenix SFO
San Francisco, CA12-2005
Skills
- Customer service
- Active listening
- Critical thinking
- train on Apollo
- train on System One
- train on gate scheduling chart
- Data entry
- Customer relations
Websites
Awards
Southwest Star Award 2019 Southwest Star Award, 2018 America West Employee of the Year 1990, Miss Maui 2nd runner up 1984
Timeline
Customer Service Representative
United Airlines
10.2025 - Current
Customer Service Supervisor
Southwest Airlines
09.2023 - 04.2025
Airport Duty Supervisor
Southwest Airlines
03.2019 - 08.2019
Customer Service Trainer and Temporary Supervisor
Southwest Airlines
04.2017 - 02.2019
Contract Service Manager
Hawaiian Airlines
09.2012 - 08.2013
Station Supervisor
Virgin America
05.2009 - 05.2012
Bay Area Passenger Service and Ramp Manager
Swissport Corporation
10.2005 - 06.2008
No Degree - Business Management
University of Phoenix SFO