Multi-lingual hard working passenger service agent willing to go the extra mile to provide exceptional customer service. Advanced understanding of quality passenger service and airline regulations as well as being up to date on IATA codes and guidelines for safety. Three years in the travel industry.
Secured numerous company achievement awards for delivery of exceptional customer service.
Promoted to KLM Crown Lounge staff manager after four months of employment.
Promoted upgrade options to customers, resulting in 30% increase in passengers choosing business class upgrades with either Skyteam alliance card or cash.
Created and ordered beverage and food menu with different contractors for a daily occupancy of 200 passengers. Cleaned and maintained a 3,600 square foot lounge including: washing dishes in between flights ( one hour approximately) as well as after the evening flight, dusting and mopping up spills and messes made by passenger to insure the longevity of the new lounge. Escorted passengers in wheelchairs, unaccompanied minors and celebrities from the lounge to the aircraft. Processed reservations, coordinated stand-bys and monitored cabin availability from the lounge computer using PARS. Kept in constant contact with the flight attendants and pilots as well as gate crew to insure passengers left the lounge for an on time departure. Issued travel and hotel vouchers for passengers on overbooked and canceled flights while responding politely to passenger complaints. Successfully completed PARS and IATA training to further develop professional skills.
Passenger service agent at IAH for Air France flights 36 and 38. Checked baggage and collected baggage charges. Processed reservations, coordinated stand-bys and monitored cabin availability. Escorted passengers in wheelchairs from the terminal to the aircraft. Tagged checked baggage with appropriate destination with a 92% accuracy rate. Issued travel and hotel vouchers for passengers on overbooked and canceled flights. Printed itineraries and tickets for an average of 50 passengers per flight. Monitored compliance with size limitation guidelines for the carry-on baggage program. Protected customers' baggage from loss, theft and damage by handling them properly. Responded politely to passenger complaints regarding ticketing and baggage handling. Announced arrival and baggage location and details on board the aircraft. Successfully completed PARS and IATA training to further develop professional skills. Escorted numerous celebrities to and from the first class lounges and successfully checked them in and assured their comfort while waiting for the flight.
Top 5% of class. International Studies coursework.
National Honors Society member and graduate. Distinguished academic achievement diploma.
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