41595414

FA B I O L A P I E R R E fabiolapierre951@gmail.com
FP Port-au-Prince, OU 0061

PROFESSIONAL SUMMARY

Experience working with different work groups in American Airlines operational area. Able to
remain objective in critical situations . Readily adapts to change while working to meet deadline
and expectations. Handle most situations by assessing and prioritizing to maintain and deliver
quality service . Increase team productivity by keeping files, organized and handling with multiple
assignments . Operate
well with minimal oversight and meets tight deadlines.Experienced supervisor with the ability to
train and motivate staff to meet challenging performance targets and consistently satisfy
customers with high-quality service. Focused on keeping the department efficient and
cost-effective.

WORK HISTORY

International Security Coordinator, American Airlines, Dec 2022 ‐ Current, Port-au-Prince, OU

Patrolled interior and exterior locations to detect signs of intrusion and deter unauthorized
entrance.
Authorized entrance of approved personnel to secured areas and buildings and aircraft.
Verified scheduled locking and unlocking of doors and physical entrances to secured buildings.
Enforced company policies and guidelines to maintain orderly operations.
Drafted daily activity and incident reports supporting accurate record-keeping and loss
prevention tracking.
Remained alert and vigilant for signs of potential risk, damage or loss of property.
Responded quickly to security alerts, alarms, or requests for investigation.
Trained new hires in company policies and job-specific duties to promote seamless personnel
transitions.
Directed individuals through security processes, clearly explaining policies, and procedures.
Communicated with security team via 2-way radio or cell phone to address incidents from
varied locations.
Addressed intoxicated patrons or disruptive behavior to proactively deescalate potential
issues.
Trained new security team members on job-specific tasks and company policies.
Identified and investigated possible security breaches.
Minimized harassment and other threats through proactive strategies and careful premises
monitoring.

Lead Passenger Service Agent, American Airlines, Oct 2021 ‐ Dec 2022, Port-au-Prince, OU
Made sure to inform the team about all update and new procedures in order to check
customers accordingly to the right destination with needed documents.
Help team members to be confident while checking customers in different situations such as (
cancellation, delays).
 Trained new department employees and coached on strategies to improve performance.
Ensure that team members have all materials to work properly at the counter.
Make sure that personnel are always present at the counter on time to serve customer.
Established and analyzed service metrics to effectively communicate results and improve
customer service operations.
Used proven techniques to increase sales and make customer travel with American Airlines
again.
Referred tricky customer issues to designated department for resolution.
Remained calm, composed and polite to deescalate aggressive customer behavior.
Processed claims for damaged or lost baggage, settled minor claims immediately and kept
passengers informed of more advanced investigations.
Collected excess baggage charges to meet airline cost demands.
Completed and checked flight forms for accuracy to meet airline, airport, or FAA requirements.
Handled post-departure procedures, maintaining gate, counter and waiting areas for imminent
use.
Examined passenger documentation to determine destinations and assigned boarding passes.

Lead Security Agent, American Airlines, Dec 2018 ‐ Oct 2021, Port-au-Prince, OU
Directed team members through security processes,clearly explaining policies and procedures.
Collaborated with law enforcement personnel, emergency response management and public
safety teams to address incidents.
Supported work culture of safety, respect and inclusion.
Prohibited access to restricted areas, checking and verifying identification, credentials and
documents.
Remained alert and vigilant for suspicious persons, packages and activities.
Leveraged critical thinking to identify and address potential security threats.
Maintained functional knowledge of assigned stations and facility-wide protocols.
Completed incident reports for management and law enforcement officials.
Ensure that all flights left the station safe and on time.

Passenger Service Agent, American Airlines, Aug 2014 ‐ Dec 2018, Port-au-Prince, OU
Collected excess baggage charges to meet airline cost demands.
Processed claims for damaged or lost baggage, settled minor claims immediately and kept
passengers informed of more advanced investigations.
Completed and checked flight forms for accuracy to meet airline, airport, or FAA requirements.
Carefully reviewed passengers' documentation to check destinations and assign correct
boarding passes.
Organized and issued customer's travel documentation, including tickets, insurance policies,
and tour itineraries.
Informed passengers of essential travel information, including travel times, visa requirements
and transportation connections.
Educated clients about important information such as travel times, transportation connections,
and visa requirements.
Delivered excellent customer service in each interaction.
Used public address systems to announce arrival and departure information.
Directed passengers to the designated areas to wait or proceed with loading.
Airport Security Agent, American Airlines, Apr 2010 ‐ Mar 2014, Port-au-Prince, OU
Responded appropriately to security breaches and emergency situations.
Mitigated security threats by identifying, evaluating and applying appropriate situational
approaches.
Supported implementation of new security screening procedures in accordance with TSA
objectives.
Adhered to all standard operating procedures to remain compliant with company and
government regulations.
Developed documentation such as morning briefings, checkpoint logs, and operational reports.
Worked with local and federal law enforcement professionals to investigate and resolve
security problems.
Directed passengers to remove metal objects and shoes to improve screening results.
Inspected carry-on items visually, manually, and with help of x-ray machines.
Employed conflict resolution techniques to maintain calm and orderly screening process.
Monitored checkpoints and prevented entry by unauthorized individuals or those carrying
contraband items.
Identified and addressed potential security threats and prohibited items. ,
Confiscated dangerous items, hazardous materials, and unauthorized liquids from passengers.
Conducted thorough security screenings of passengers, baggage, and personal items in
compliance with federal regulations.
Identified passengers in need of in-depth screening based on machine readings or suspicious
behaviors.
Enforced policies evenly with all passengers and crew to minimize safety concerns.
Kept screening checkpoints orderly and efficient by quickly completing screenings.
Provided clear and concise instructions to passengers regarding screening procedures.
Maintained high level of professionalism and respect while interacting with passengers during
screening procedures.
Responded promptly to security breaches and helped coordinate actions such as
apprehensions and lockdowns.

Teacher, Caribbean English School, Nov 2009 ‐ Jan 2010, Delmas 83

Prepared engaging lectures to help students explore foundational and advanced topics.
Assigned classwork and homework to enhance student understanding and study habits.
Assessed student performance and diversified approaches to meet individual student needs.
Observed school rules and policies and complied with local, state and national standards
pertaining to student health and safety.
Incorporated new technologies and instructional strategies to enhance student
comprehension.
Update students records with attendance, grades and test scores.
Planned and implemented direct instructional strategies for full classes, small groups and
individual support.
Communicated with parents through emails, newsletters and phone calls to share current
classroom information, assignment and upcoming events.
Worked closely with fellow teachers and faculty teams to meet student needs.
Developed comprehensive lesson plans to implement core concepts and meet educational
goals.
 Monitored classroom behavior and modeled social skills and conflict resolution to address
challenges.

Consultant, Oxfam, Apr 2007 ‐ Jul 2007, Port-au-Prince, OU

Implemented training programs to upgrade staff performance profitability, one-time delivery
and quality production.
Developed performance metrics from cost information to help improve profitability, on-time
delivery and quality production.
Supported client satisfaction through diligent scheduling and resource allocation plans.
Trended and forecasted global network performance and capacity planning.
Analyzed client processes and requirements and presented recommendations for continuous
improvement.
Reduced corporate expenses through strategic ressource allocation.
Monitored internal systems and processes to quickly identify and address issues.
Produced weekly reports outlining operational successes and gaps for use of senior
Management team.
Provide support for developping of education, scheduling and ressource allocator plan for
training in different schools.

EDUCATION

Certification , Communication Studies Jan 2010

Institut De Communication Et Des Relations Publiqu ‐ Delmas 29
Graduated with distinction.

Leaving Languages Nov 2008

École Normale Supérieure ‐ Rue De La Justice
High school diploma

SKILLS

Security requirements International travel

Records security Security monitoring
Security system optimization Analyze security
Network security management International relations
Data security Security review
Register security Exhibit security
Inventory security Cybersecurity best practices

LANGUAGES

Creole, Native

English, Fluent

French, Fluent

Spanish, Fluent
Italian, Beginner

AWARDS

Employee of the year in 2019.

ADDITIONAL INFORMATION

Proficient in Microsoft Word, PowerPoint, Excel, Outlook.

Good knowledge of Sabre and Qik.

PROFESSIONAL TRAINING

September 2022
Compliance Coordinator
October 2021
Recurrent GSC, ISC completed and passed.
April 2021
Behavior Detector Program, ISP ( Recognition of weapons, explosives and narcotics)
Dangerous Goods for customer Service
Aircraft Interior/Exterior search
Cargo security
December 2020
Aircraft Search Instructor Qualification
Ramp instructor Qualification
Completed and passed all required trainings for position occupied within the company.