Kenleen Bacchus
Los Angeles
Summary
Experienced airport customer service professional with career progression from cabin cleaner to Customer Service Manager. Skilled in passenger assistance, team leadership, staff scheduling, training, problem-solving, and airport operations. Dependable, flexible, and experienced working in fast-paced environments while maintaining excellent customer service.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Airport Customer Service Manager
G2 Secure Staff LLC
Los Angeles
11.2023 - 12.2025
- Led customer service team to enhance response times and improve client satisfaction.
- Developed training programs for new hires, increasing team efficiency and knowledge retention.
- Implemented quality assurance measures to ensure compliance with service standards.
- Analyzed customer feedback to identify trends and drive service improvements.
- Coordinated cross-departmental initiatives to streamline communication and resolve customer issues promptly.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to upper management.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Kept accurate records to document customer service actions and discussions.
Airport Customer Service Supervisor
G2 Secure Staff LLC
Los Angeles
09.2023 - 11.2023
- Supervised daily operations to ensure high-quality customer service standards.
- Trained and mentored team members to enhance performance and efficiency.
- Implemented process improvements that streamlined customer inquiry handling.
- Resolved complex customer issues through effective problem-solving strategies.
- Monitored service metrics to maintain compliance with company policies and procedures.
- Coordinated communication between departments to facilitate operational effectiveness.
- Covered manager responsibilities when needed.
Airport Customer Service Agent Lead
G2 Secure Staff LLC
Los Angeles
06.2022 - 09.2023
- Delivered exceptional customer service by addressing passenger inquiries and resolving issues effectively.
- Assisted passengers ensuring compliance with airline regulations and policies.
- Coordinated baggage handling operations to minimize delays and enhance overall passenger experience.
- Trained new staff on company procedures and customer service best practices to improve team performance.
Airport Customer Service Agent
G2 Secure Staff LLC
Los Angeles
06.2020 - 06.2021
- Provided exceptional customer service to passengers, addressing inquiries and resolving issues efficiently.
- Assisted in boarding processes, ensuring timely and organized departures for flights.
- Coordinated with airline staff to manage baggage handling and tracking systems effectively.
- Trained new agents on operational procedures and customer service standards to enhance team performance.
- Assisted passengers with questions and concerns while providing professional customer service.
Cabin Cleaner
G2 Secure Staff LLC
Los Angeles
06.2019 - 06.2020
- Collaborated with team members to optimize cleaning processes and enhance workflow efficiency.
- Conducted thorough inspections of cabin interiors to identify and report maintenance issues promptly.
- Ensured aircraft cabins met cleanliness and safety standards before passenger boarding.
- Operated specialized cleaning equipment to maintain high hygiene levels throughout cabin areas.
- Cleaned and prepared aircraft cabins and returned items found onboard.
Elderly Caregiver
Serenity in Home Care
Los Angeles
12.2016 - 05.2018
- Assisted patients with personal hygiene, meals, household tasks, laundry, and shopping.
Education
High School Diploma -
Mountain View Adventist Academy
Richland Park 07.2013
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Time management
- Training and mentoring
- Excellent time management skills
- Exceptional interpersonal communication
- Team building and leadership
- Effective workflow management
- Customer relationship management (CRM)
- Relationship building
- Issue resolution
- Staff training
- Schedule management
- Deadline oriented
- Training and coaching
- Skilled trainer
- New hire training
- Employee scheduling
- Schedule coordination
- Team player
- Open flexible
Certification
CPR
Timeline
Airport Customer Service Manager
G2 Secure Staff LLC
11.2023 - 12.2025
Airport Customer Service Supervisor
G2 Secure Staff LLC
09.2023 - 11.2023
Airport Customer Service Agent Lead
G2 Secure Staff LLC
06.2022 - 09.2023
Airport Customer Service Agent
G2 Secure Staff LLC
06.2020 - 06.2021
Cabin Cleaner
G2 Secure Staff LLC
06.2019 - 06.2020
Elderly Caregiver
Serenity in Home Care
12.2016 - 05.2018
High School Diploma -
Mountain View Adventist Academy