Ticket sales (including reservations and building PNRs), airport check-in, boarding and flight processing, coordination with ground crew and operations, customer service resolution.
International ticketing, processing and boarding of international flights, coordination with ground crews and operations, customer service resolution.
Oversee management of entire "zone" of flights (up to 6 simultaneously). Resolve both customer and employee complaints. Responsible for meeting all company goals.
Oversee most aspects of customer service and flight operations; 50+ direct reports, regular interfacing with FAA, writing reports, met or exceeded all internal goals.
Planned and executed all technology projects for customer service including the development of new reservations software, gate reader software and Federal Air Marshall reservations software (post 9-11). Coordinated extensively with internal customers including end-users and software development teams, Continued oversight of eService Center software development and government regulation updating systemwide. Additional responsibilities included working on committees designed to improve customer resolution and inter-department communications. Managed as many as 30 projects/committes simultaneously.
Develop training program (all materials) for Continental Airlines' rollout of over 500 eService Centers throughout the U.S. and Canada. Personally traveled to over 50 stations to train employees on the new eService Center being installed systemwide. Coordinated installation and training of eService Centers with station management and venders.
I have spent the past 15 years as a homemaker raising three children, managing home finances, volunteering extensively in my community and in my 3 children's schools. We have continued to travel a great deal as my husband is an Elite traveler on Unites Airlines. We have also lived abroad in the past years. My oldest son will be driving in a few months and my husband is due to retire in a few years. It is time for me to get back into the workforce! I gave up a lot when I left Continental Airlines. I loved my career. My children are now very independent and require much less of my time. I have a dedicated home office with locking dooR, great computer and very reliable high speed internet.
Minors: Communications and Psychology
Customer Service Training, Reservations Systems Training, Management Training
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