Jessica Kepilino
About Jessica Kepilino
Jessica Kepilino serves as the Chief Customer Service Agent at Hawaiian Airlines, where she leads a team of 30-50 agents and coordinates complex travel arrangements. With over 20 years of experience in customer service roles, she has a strong background in various positions within the State of Hawaii and Hawaiian Airlines.
Current Role at Hawaiian Airlines
Jessica Kepilino serves as the Chief Customer Service Agent at Hawaiian Airlines, a position she has held since 2017. In this role, she leads a team of 30-50 customer service agents across various operational areas, including counters, boarding, and ramp advisory operations. She is responsible for managing a wide range of customer service and administrative tasks, ensuring efficient resolution of issues. Additionally, she coordinates complex travel arrangements for domestic, trans-Pacific, and international flights, enhancing the overall guest experience.
Previous Experience at Hawaiian Airlines
Before her current position, Jessica Kepilino worked as a Customer Services Agent at Hawaiian Airlines from 2006 to 2017. During her tenure, she developed strong customer service skills and received multiple positive reviews for her dedication to excellent service. This experience contributed to her advancement within the company, ultimately leading to her current role.
Work History with the State of Hawaii
Jessica Kepilino has extensive experience with the State of Hawaii, where she held various positions from 1997 to 2013. She worked as a Janitor II, Airport Operator I, Airport Baggage Attendant I, and Office Assistant III in the Department of Transportation. Her roles involved a range of responsibilities that provided her with a solid foundation in customer service and operational support.
Educational Background
Jessica Kepilino has a diverse educational background. She studied at Kapi‘olani Community College, focusing on Legal Assistant/Paralegal, and is a pending graduate as of December 2020. She also attended Chaminade University of Honolulu, where she earned a Bachelor of Science in Criminology and studied Psychology. Additionally, she holds an Associate of Arts and Sciences in Administrative of Justice and an Associate of Arts in Liberal Arts and Sciences from Honolulu Community College.
Skills and Responsibilities
In her role as Chief Customer Service Agent, Jessica Kepilino acts as a liaison between customer service agents and management. She is responsible for enhancing guest experiences through effective communication and operational management. Her skills include coordinating travel arrangements and managing customer service tasks, which contribute to the overall efficiency of the airline's operations.