Karen De Freitas James
Scarborough,Tobago
Summary
Experienced business leader with demonstrated strategic planning, problem-solving and team-building abilities. Successful at bringing in and training staff to handle customer and business needs. Motivational, diplomatic and respectful of people from different backgrounds.
Overview
24
24
years of professional experience
Work History
Business Owner/Operator
Thirst Buster/Real Yummy Foods
Scarborough, Trinidad & Tobago
07.2014 - Current
- Consulted with potential clients to determine how the business could best meet their needs.
- Made financial and logistics decisions in best interest of the business.
- Established favorable relationships with vendors to facilitate, contract negotiations and development of marketing and sales strategies.
- Promoted business through local newspaper, radio advertisement & brochures to attract new customers.
- Developed business from ground up and presently working on records for growth & expansion.
Passenger Service Co-ordinator
Virgin Atlantic Airways
Crown Point, Trinidad & Tobago
06.2006 - 07.2013
- Customer Service Ambassador for St. Lucia, Grenada, Barbados, Antigua, Jamaica and Tobago
- Frequent travel to London and Barbados, to represent the aforementioned Caribbean islands. Suggesting policies and implementing programs, to improve better working conditions for these islands.
- Represented the VAA at the monthly Aerodrome meetings hosted by the AATT, at ANR Int'l Airport for the various aviation and airport stakeholders.
- Responsible for overseeing the airport operations for check-in and or ramp in Tobago.
- Additionally, I worked, trained and oversaw operations in Grenada, St. Lucia, Barbados, Antigua, USA & London
- I spare-headed the Tobago ticketing department and ensured that my team was properly trained to handle any ticketing concerns.
- Arranged various socials and retreats to foster and solidify team building amongst the ground handlers.
- Addressed customer inquiries via email, telephone calls or in person, providing prompt response or follow-up.
- Greeted crew members, flight attendants and passengers.
- Delivered outstanding service by interacting with customers, answering customer inquiries and handling customer complaints.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Collaborated with maxi taxi drivers, hotels and tour operators to arrange for large group hotel bookings for major flight delays and cancellations.
Customer Service Agent
General Aviation Services/Servisair
Crown Point, Trinidad & Tobago
08.2002 - 07.2006
- Supported operational improvements and resolution of problems to deliver top-notch customer service.
- Exceeded company productivity standards on consistent basis.
- Meet and greeted customers upon international arrival and departures
- Dealt with passenger flight queries
Education
Certificate - Good Manufacturing Practices
Food Safety & Quality Management System
Online2021
Some College (No Degree) - PG13 MBA (Marketing Business Acceleration)
Real Entrepreneur Academy
South Africa/OnlineCXC -
Signal Hill Senior Comprehensive
Signal Hill1997
Skills
- Conflict resolution
- Task delegation
- Customer Service
- Team building and leadership
- Team Player
Women's President
Mt. Grace Open Bible Church
Tobago.
2016 - 2024
Additional Information
References:
1.) Ceri Budhlall-Charles
Regional Airport Manager Eastern Caribbean
Virgin Atlantic Airways
Grenada
1(473)414-3140
2.) Eaton Hubbard
Airport Manager Jamaica/Nassau/San Juan
Virgin Atlantic Airways
Jamaica
1(876)325-6015
3.) Bishop Rawle Reid
Mt. Grace Open Bible Church
Tobago
1(868)639-6403
Timeline
Business Owner/Operator
Thirst Buster/Real Yummy Foods
07.2014 - Current
Passenger Service Co-ordinator
Virgin Atlantic Airways
06.2006 - 07.2013
Customer Service Agent
General Aviation Services/Servisair
08.2002 - 07.2006
CXC -
Signal Hill Senior Comprehensive
Some College (No Degree) - PG13 MBA (Marketing Business Acceleration)
Real Entrepreneur Academy
Certificate - Good Manufacturing Practices
Food Safety & Quality Management System