Adriana Silva

Customer Service Supervisor, Envoy @American Airlines

Santa Barbara, CA, US

Supervise daily airport operations, ensuring compliance with FAA, TSA, and company safety/security standards. Provide leadership, coaching, and scheduling to customer service agents to maintain smooth workflows and operational efficiency.• Oversee passenger check-in, boarding, and baggage processes while resolving escalated customer issues to ensure a positive travel experience• Coordinate with ground operations, flight crews, and ramp agents to meet tight departure timelines and reduce delays• Monitor employee performance, provide training, and enforce compliance with company policies and federal regulations• Handle irregular operations (IROPs) and flight disruptions, proactively communicating with passengers and staff to minimize impact• Prepare operational reports, maintain shift logs, and assist with staffing, payroll, and administrative duties

California State University, Long Beach

Bachelor of Arts, Film and Electronic Media

Palomar College

Film/Cinema/Video Studies