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Customer Service & Check-in Agent Resume Example

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CUSTOMER SERVICE & CHECK-IN AGENT
Summary
I have over 18 years experience in the Aviation industry, having successfully held positions in both a robust operational department and most recently the support sector of the business. I am a dedicated and extremely self‐motivated individual who is committed to continuing my career in a professional and dynamic environment. I offer a proven and innovative approach to problem solving and change management and I am extremely passionate about delivering excellent customer service whilst maintaining and improving business initiatives and objectives.

Highlights
  • Personal Skills
  • Proven ability to work under pressure and meet strict deadlines.
  • Ability to successfully prioritise conflicting tasks.
  • Strong analytical, communication, negotiation and problem solving skills.
  • Ability to apply myself to study and learning.

Outstanding training facilitation. Training at all levels of the organisation, implementing Qantas Management Systems.  Superior knowledge of Qantas and client airline operations and load control systems. I currently hold all Qantas aircraft Load Control endorsements and have a sound knowledge of the Aircraft Loading, Load Control Procedures and Dangerous Goods Manuals.  Excellent written and verbal communication skills.  Extremely high standard of professional presentation skills.  Excellent analytical and problem solving capabilities for commercially driven outcomes and a proven ability to make calculated decisions whilst working under pressure to meet strict guidelines.  A proven excellent understanding of commercial confidentiality requirements.  Exceptional negotiation and influencing skills developed in conjunction with outstanding stakeholder management skills.  Robust Operations Management, managing a large number of people and multiple skill levels simultaneously, including the proven ability to successfully optimise resources ensuring schedule requirements are met and maintained.  Successful Workforce planning with advanced knowledge of iRoster planning, forecasting, rostering, reporting and day of operations management, utilising a sound knowledge of industrial agreements and local work practices.  Strong, Engaging leadership skills, including Change Management Leadership.  Creation of Performance review templates, displaying excellent understanding of performance management utilising company policy, guidelines and SOP's.
Experience
Customer Service & Check-in Agent
January 1999 to Current Qantas Airways Limited
  • SYD QCE7 Responsibilities:
  • Preparation and documentation of statements of weight, balance and load distribution of many and various aircraft types for the Qantas and Client Airlines.
  • To provide a safety planned aircraft, loaded within trim and structural limitations according to manufacturers and airline specifications. Take into consideration fuel efficiency, ease of loading and unloading for ramp personnel.
  • Calculating aircraft empty weight, booked passengers, baggage, cargo and mail weights then passing the total weight onto Flight Operations Dispatch in order to create flight plan and fuel requirements.
  • Proficiency with both company and client Departure Control Systems and manual weight and balance documentation.
  • Work within strict guidelines and time constraints and complete duties in an effective and efficient time manner, assisting with on-time departures for all Qantas and Customer airline services.
  • Comply and meet company and client standards and requirements.
  • Meet Civil Aviation Safety Authority CASA and company licensing requirements by successfully completing licensing and endorsement exams annually.
  • Liaise with Flight Crew for any requirements and provide Loadsheet and Special Notification to Captain Details.
  • To comply with approved regulations relating to carriage of dangerous goods. Responsibilities:
  • Planning and liaising with Federal Airports Commission (FAC) for aircraft parking and repositioning at the Sydney International Terminal taking into consideration arrival and departure times for following flights.
  • Accounting for specific gates available for the particular aircraft type, amount of passengers embarking or disembarking, special passenger requirements, and engineering and / or aircraft pattern requirements.
  • Ensuring smooth and coordinated aircraft ground movements between jet base, Domestic and International Terminals by communicating with engineering.
  • Monitored arrival and departure times informed relevant areas if flights are delayed and as to the extent and nature of the delay.
  • Recorded information into and out of Movement Control in "FILD" system to be transmitted to allocated areas concerned.
  • Communicate with incoming and outgoing flight via company air-to-ground frequency radio relaying and advising relevant information to flight Crew and ground stations.
  • Decision making for any delayed flights as to rebook, overnight accommodate or place a new departure time on affected services. Responsibilities:
  • Gaining Boarding clearance from Aircraft Dispatcher.
  • Ensuring departure lobby and team is at gate and set up according to Qantas precision timing.
  • Keep passengers informed and up to date by making appropriate announcements for boarding or delays.
  • Ensure all "Special Handling" passengers boarded first.
  • Action and re-gradable passengers at the Departure Gate.
  • Liaise by two-way radio with Movement Control as to boarding times and special requirements.
  • Reconcile all boarding pass stubs ad ensure total headcount of passengers onboard tally.
  • Search and locate any failed to board passengers.
  • Offer customer service to any passengers with special needs or individual questions. Responsibilities:
  • Delivering Excellent Customer Service for both Qantas and Client Airlines, at check-in.
  • Passenger and Baggage check-in for Qantas and Customer Airlines clients.
  • Sound knowledge of Departure Control System and International Visa Regulations are essential.
  • Staff Check-in for Rebated and Duty travel.
  • Giving clearance to Load Control for flight closure. After flight close, issuing commercial and staff re-grades or offload advice.
  • International Transfer Desk includes dealing with customer enquires, check-in of passengers transferring through Sydney onto other International flights. Qualifications & Education:
  • Approved to certify Load sheets for all Qantas aircrafts in Accordance with company policy and the Australian Civil Aviation Regulations.
Airline Representative
August 1997 to March 1998 Singapore Airlines - SYD International Terminal
  • Responsibilities:
  • Pre-Flight editing, seating requirements, flight connections and pre-check-in for all priority passengers
  • Supervise and coordinate with Ground Handling Agent.
  • In charge of handling arriving and departing passengers and general passenger flight duties.
  • Supervise and manage the Silver Kris Lounge front desk reception area - phone calls, incoming and outgoing mail and fax machine operations.
  • Assist priority passengers and their guests with reservations, accommodation and ticketing issues.
  • Ability to work in a team with diverse culture.
Education
Certification : following Client airlines, 1995 Brigidine College Currently hold Load Control Certification for the following Client airlines: Garuda Indonesia; Air Vanuatu; Air Pacific; Asiana Airlines; Air Nuigini; Air Calin; Korean Air; Air Canada, China Airlines. Computer Literacy with regards to standard desktop office automation software applications ad company specific systems, such as FM, CM, ALP, and USAS. High School Certificate - (1995) Brigidine College, Randwick.
Certifications
High School Certificate - ( ) Brigidine College, Randwick Currently hold Load Control Certification for the following Client airlines: South African,  Air Vanuatu, Fiji Airways, Air Nuigini, Air Calin, Air Canada, Air China, Air Maritius,
Skills
Aviation, Operations, Control Systems, Dispatch, Documentation, Fuel, Customer Service, Receptionist, Retail Sales, Dispatcher, Tally, Clients, Accounting, Front Desk, Seating, Problem Solving
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Resume Overview

Companies Worked For:

  • Qantas Airways Limited
  • Singapore Airlines - SYD International Terminal

School Attended

  • Brigidine College

Job Titles Held:

  • Customer Service & Check-in Agent
  • Airline Representative

Degrees

  • Certification : following Client airlines , 1995

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