Hardworking customer service agent with a background of 20 years in the airline industry,14 of those years as a cross-utilized agent. Dedicated to providing the best customer service possible at every opportunity, ticket counter, boarding gate and baggage service.
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Diligence and attention to detail as lead baggage service agent contributed to attaining not only meeting but exceeding MBR goal of 2.89 with an MBR of 2.38 during a challenging month of winter irregular operations resulting in a bonus for our station.
Have received approximately 30 letters of thanks and appreciation from customers for the level of service provided them. Most recently I received a "Tweet" for great customer service on a storm day.
Returned to the industry as an above the wing customer service agent, stepping back in with out missing a beat learning the new United computer overlay system and also learning and mastering the Air Canada system while we were the contract vendor for that airline. While performing in all areas, have spent the last year as lead agent in baggage service where the MBR performance has steadily improved resulting in Jan14 not only meeting the MBR goal of 2.68 for our station but beating it with a 2.39 during one of the the most challenging winter operations months we have experienced. I continue to look for ways to improve our office's communication with the customer, baggage resolution and our own agents by correcting, updating and challenging baggage claims in a timely manner.
Planned curriculum, scheduled volunteers, maintained class spaces and planned all special activities for 100 children from infancy to fifth grade. Coordination and attention to every detail made for a successful and ever expanding children's program.
Coordinated with social service provider in developing and implementing a social and personal skills activities program for a child with developmental disabilities. Provided support in a variety of public setting encouraging independence.
Once again a cross-utilized agent participating in all areas of operations in an increasingly busy station.
During this time also Continent Express operated Northwest Airlines above the wing which required I learn a second computer system and set of policy and procedures while providing excellent customer service, their customers became my customers.
Provided above the wing service only in this fast paced and extremely busy international airport. As a gate agent worked up to 12 flights in a 10 hour shift providing efficient and professional customer service in all situations and as a ticket counter agent became familiar with passports and travel requirements for travelers from all over the world. Gained much experience establishing relationships with other airlines at the airport and other stations as we worked together to solve baggage issues for our customers.
Performed as a cross-utilized customer service agent working in all areas of the operation including ticket counter, gate, baggage service and all ramp functions including operations. Experience in all areas continued to develop my ability to understand how each area impacts the other and the importance of being a team player to achieve and exceed industry goals.
Took incoming call from customers providing many services including booking and changing reservations, selling tickets, providing accurate and timely information for a wide variety of travel questions. Was selected to be a member of the number one sales team for the call center.
As an agent at a 6 agent station performed duties in all areas with little or no supervision including "turning" a Beech 1900 from arrival to departure, as the only agent on duty.
Cross-utilized agent developing skills in all areas of the station operation including ticket counter check-in and ticket sales, boarding gate, ramp operations and baggage services.
Created and coordinated both short and long range schedules to meeting operational needs. Scheduled necessary maintenance for F-16 and F-15 fighter aircraft as well as maintaining and updating paper and computer files. Supervised three other schedulers in the office. Served as unit scheduler at Dhahran AFB in Saudi Arabia during Desert Storm (August 1990 to March 1991)
Top graduate of class and class leader
Also attended many Air Force training classes including leadership and professional development achieving top rank in my leadership class
Attended many training classes for each airline I have worked for earning top graduate for both American Eagle Airlines and Continental Express Initial Training courses.
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