MS Word
Nickaletta Hendricks
Greensboro
Summary
Seasoned professional with extensive experience in customer service and emergency response coordination, notably with Alaska Airlines. Excelled in conflict resolution and medical intervention, enhancing passenger safety and satisfaction. Demonstrated proficiency in FAA regulations and cultural awareness, achieving significant improvements in client support and operational efficiency.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Flight Attendant
Alaska Airlines
04.2024 - Current
- Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Assisted passengers with disabilities by providing wheelchairs and supporting throughout airport to provide excellent customer service.
- Answered passenger questions and provided solutions to issues arising during flights.
- Resolved passenger conflicts and medical emergencies during flights.
Customer Support & Service
Southwest Airlines
09.2022 - 04.2024
- Responded to customer requests for products, services, and company information.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Identified and resolved discrepancies and errors in customer accounts.
Concierge
Catalyst
06.2019 - 04.2023
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Created welcoming and comfortable environment for guests.
Patient Account Coordinator
Atrium Health
06.2018 - 09.2022
- Posted payments and processed refunds.
- Worked with outside entities to resolve issues with billing, claims, and payments.
- Responded to patient, family and external payer inquiries.
- Entered client details and notes into system for interdepartmental access and review.
- Researched billing errors and discrepancies to initiate corrective action.
Education
Bachelor of Arts - Public Health
University of Massachusetts, Amherst
Amherst, MAAssociate of Science - Liberal Arts And Sciences
Holyoke Community College
Holyoke, MA12-2010
Skills
- Emergency Response Coordination
- Passenger support
- FAA Regulations
- Medical intervention
- Customer Service
- Cultural Awareness
Certification
- Certified Scrum Master, Scrum Alliance - 05/2023
- Certified Notary Public, State of North Carolina - 06/2023
Software
Outlook
Excel
Timeline
Flight Attendant
Alaska Airlines
04.2024 - Current
Customer Support & Service
Southwest Airlines
09.2022 - 04.2024
Concierge
Catalyst
06.2019 - 04.2023
Patient Account Coordinator
Atrium Health
06.2018 - 09.2022
- Certified Scrum Master, Scrum Alliance - 05/2023
- Certified Notary Public, State of North Carolina - 06/2023
Bachelor of Arts - Public Health
University of Massachusetts, Amherst
Associate of Science - Liberal Arts And Sciences
Holyoke Community College
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