Hardworking customer service agent whose wide-ranging background includes 27 years of experience in the airline industry. Focused on customer service and problem solving. Seeking new challenges and opportunities for professional growth and advancement while bringing knowledge of airport operations to the position. Willing to work a flexible schedule. Highly motivated to keep airline operations running smoothly and efficiently. Effective problem solver who remains proactive and decisive while under pressure while remaining calm and level-headed when faced with distressed passengers.
Increased airline revenue from checked bag charges by monitoring passengers' baggage size during check-in. Sold products such as upgrades, same day confirmed fees, collecting additional baggage fees, etc resulting in an increase of sales. Received thank you letters from passengers regarding professionalism and helpfulness. Was in mentor program for new employees in training. Received many tokens for exceptional service by management and supervisors. Willingness to help out in difficult situations. Followed thru with proper management or parents to ensure unaccompanied minor program rules are followed or when irregular operations occur to ensure smooth travel for children/parent.
Announce flight status updates and information about gate changes over airport PA system. Coordinate with airport vendors regarding cleaning, catering, maintenance issues, etc. Create and book reservations, check baggage and collect baggage charges. Escort passengers in wheelchairs from gate area to the aircraft. Process reservations, coordinate stand-bys and monitor cabin availability. Tag checked baggage with appropriate destination when overhead bin space is full while boarding flight. Issue travel and hotel vouchers for passengers on overbooked and canceled flights. Print itineraries and tickets for passengers. Enforce safety and security measures and protect sensitive zones by monitoring planes, jetways, gate areas and all secured areas. Determine flight close-out times and complete and verify flight forms. Instruct passengers on all safety and emergency procedures and answer any questions. Monitor compliance with size limitation guidelines for the carry-on baggage program. Protect customers' baggage from loss, theft and damage by handling them properly. Address passenger concerns about delayed or cancelled flights and rebook passengers on next available flight when needed. Respond politely to passenger complaints regarding ticketing and baggage handling. Successfully completed recurrent training and other training as needed to further develop professional skills. Mentored new hire employees to ensure proper work rules are followed. Coordinator for the unaccompanied minor room and ensure appropriate rules are followed per the program.
Prior to coming to airport in 1996, worked in several departments within airline, including Bid Desk, World Perks, Human Resources-Reservations, Labor Relations, Fuel Accounting, Catering Accounting and Credit & Collections.
Began my career as a Travel Agent in 1983 before being hired with Northwest Airlines in 1986.
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