Stacy Cecilia Mitto

• Deliver training on airport procedures, passenger handling, safety protocols, and service excellence

• Facilitate onboarding and recurrent training using industry systems like Amadeus and Altea DCS

• Ensure compliance with aviation regulations (IATA, ICAO, and local civil aviation authorities) through structured learning and assessments

• Collaborate with operations and HR teams to identify training needs and align with operational goals

• Develop and update training materials, SOPs, and e-learning content based on industry updates and airline standards

• Coach staff on soft skills, conflict resolution, and emergency procedures to improve service delivery and team performance

• Monitor training effectiveness using feedback, KPIs, and performance metrics

• Conduct recurrent training and refresher courses to maintain compliance with aviation regulations (IATA, ICAO, local CAA)

• Prepare and update training materials in line with regulatory updates and company standards

• Support staff development by coaching teams in communication, conflict resolution, and emergency handling procedures

• Lead, support, and motivate a team of customer service representatives to exceed service and performance targets

• Monitor team performance and ensure consistent delivery of high-quality service across phone, email, and chat channels

• Handle complex customer issues and escalations with professionalism and speed

• Deliver regular training, coaching, and performance feedback to improve team skills and morale

• Analyze service data and KPIs to identify trends and implement improvements

• Collaborate with internal departments to resolve customer concerns and streamline processes

• Champion a positive and customer-first culture within the team

• Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
• Resolved passenger issues with empathetic communication and effective problem-solving techniques.
• Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
• Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
• Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
• Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
• Educated passengers on safety procedures and provided assistance to disabled passengers
• Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
• Provided exceptional customer service, addressing passenger concerns promptly and professionally.
• Contributed to the achievement of on-time departure goals through efficient gate management processes.
• Safeguarded sensitive passenger information by maintaining strict confidentiality standards at all times.
• Checked in luggage and confirmed all carry-on items met federal guidelines.
• Demonstrated adaptability by adjusting quickly to changes in flight schedules or gate assignments.
• Monitored security and maintained operational protocols.
• Maintained accurate records of flight information to provide timely updates to passengers.
• Enhanced customer satisfaction by providing efficient check-in and boarding services.
• Announced flight status updates and information about gate changes over PA system.
• Ensured compliance with safety regulations, adhering to strict guidelines during boarding procedures.
• Tagged baggage and routed to appropriate location for loading and screening.
• Collaborated with airline personnel to facilitate seamless coordination between departments.
• Oversaw ticketing, gate and ramp services.
• Provided exceptional customer service to passengers, addressing concerns and resolving issues.

• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
• Ensured accurate record-keeping with diligent data entry and database management for vital company information.
• Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
• Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
• Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
• Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
• Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
• Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
• Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
• Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.

• Managed table turnover rate effectively allowing for more guests served per shift.
• Ensured timely delivery of food orders by closely monitoring kitchen processes and collaborating with chefs to resolve any issues efficiently.
• Fostered a positive working environment by addressing employee conflicts promptly and fairly, promoting open communication between team members.
• Increased overall dining experience by maintaining high standards of cleanliness and organization throughout the restaurant.
• Enhanced customer satisfaction by efficiently managing waitstaff schedules and ensuring optimal coverage during peak hours.
• Assisted in hiring and training new waitstaff, ensuring excellent service levels were maintained at all times.
• Boosted customer retention rates with exceptional service quality, personalized interactions, and prompt resolution of complaints or concerns.
• Improved teamwork among staff members by leading regular meetings to address concerns, share best practices, and set goals.
• Upheld company policies and procedures while providing guidance to waitstaff on proper etiquette, presentation skills, and conflict resolution techniques.
• Maintained compliance with health regulations through consistent adherence to safety protocols within the workplace.
• Implemented staff training programs focusing on food allergy awareness, reducing instances of allergic reactions among restaurant guests.
• Streamlined the ordering process for customers by implementing a new menu layout and training staff on upselling techniques.
• Supported marketing efforts through active participation in local events, promotions, and social media campaigns targeting potential customers in the area.
• Managed inventory effectively to prevent shortages and reduce waste.
• Utilized feedback from customer surveys to make targeted improvements in service and menu offerings.
• Collaborated with management team to plan and execute special events.

• Established strong relationships with key clients, resulting in repeat business and increased customer satisfaction.
• Analyzed sales and marketing data for improved strategies.
• Increased sales revenue by developing and implementing strategic marketing plans.
• Negotiated favorable contract terms with vendors, resulting in reduced costs and improved profit margins for the company.
• Spearheaded competitive analysis initiatives to inform data-driven decision-making processes in campaign adjustments or product improvements.
• Streamlined internal processes for improved team efficiency and productivity.
• Conducted comprehensive market research to identify emerging trends and opportunities for business expansion.
• Managed sales promotions and marketing strategies on major social media sites.
• Maximized revenue potential by identifying upsell opportunities within existing client base.
• Cultivated and maintained strategic alliances with key partners and vendors.