Passenger Service Agent supportive of all customer service requests and poised to anticipate needs of passengers. Exceptional customer experience facilitator with adaptability and creativity in building healthy passenger connections. Successful troubleshooter of all types of ticket and service concerns.
Skills
Check-in procedures
Flight logs proofing
Security screenings
Departures management
Experience
02/2006 to 11/2013
Passenger Service AgentGlobal Aviation Services – Provo, UT,
Greeted passengers and provided boarding instructions.
Collected baggage charges and accepted baggage for check-in.
Managed gate, ramp and cabin services for each flight.
Furnished customers with information on routes, gates and terminals to assuage baggage and boarding concerns.
Provided clients with assistance in preparing required travel documents and forms.
Acquired detailed knowledge of services, promotions and events to offer added value to travelers.
Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Prioritized and organized tasks to efficiently accomplish service goals.
Juggled multiple projects and tasks to ensure high quality and timely delivery.
Demonstrated self-reliance by meeting and exceeding workflow needs.
Motivated and encouraged team members to communicate more openly and constructively with each other.
Maintained team compliance with [Agency], [Agency] and [Agency] standards.
Processed incoming reservation calls and applied up-selling techniques to inform callers of premium services.
01/2002 to 01/2006
Guest Service RepresentativeOnix Group – Wilmington, DE,
Answered phones to respond to customer inquiries and transfer calls to appropriate staff members.
Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
Handled payment processing and provided customers with receipts and proper bills and change.
Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
Managed customer complaints and rectified issues to complete satisfaction.
Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement.
Cultivated professional relationships with guests through active response and dedicated assistance, improving customer retention.
Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
Educated guests regarding important property information and directions to different hotel areas.
Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
Guaranteed guest satisfaction and positive experience through genuine, enthusiastic and friendly interactions.
Corrected guest issues promptly with knowledgeable and friendly service.
Responded calmly and professionally to guest complaints, resolved issues promptly, escalated to management when necessary and contacted emergency responders when required.
Greeted arriving guests to provide assistance and facilitate check-ins.
Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons.
Shared key hotel information to guests and provided details about pool and restaurants.
Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
Answered guest inquiries regarding hotel offerings and services.
Balanced hotel accounts at end of each shift.
Conducted job training for [Number] employees.
03/1991 to 07/1997
Personal SecretaryPhysician/Urologist – City, STATE,
Sorted and distributed business correspondence to correct department or staff member.
Made travel arrangements and reservations.
Handled management of communication to executives by taking and making telephone calls, reviewing and prioritizing mail and composing and typing correspondence.
Kept office equipment functional and supplies well-stocked to promote efficient operations.
Pleasantly welcomed visitors, answered phone calls and maintained front reception desk.
Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
Handled incoming calls and directed callers to appropriate department or employee.
Sorted incoming mail and disseminated correspondence to applicable departments.
Composed, proofread and distributed clean and professional business correspondence and internal team communications.
Proofed and edited letters and other correspondence to correct grammar and spelling errors.
Attended meetings and took meticulous notes to disseminate to participants.
Kept detailed inventory records and made supply orders, cutting costs by monitoring use and effectively sourcing products.
Prevented scheduling errors by demonstrating strong attention to detail while managing daily calendar and creating weekly or monthly reports and presentations.
Maintained data confidentiality when inputting personal information into computer system.
Education and Training
Expected in to to
High School Diploma: Butere Girls High - Nairobi Kenya, GPA:
Expected in to to
Associate of Arts: Secretarial Studies And Office Administration Nyeri Technical Institute - Nairobi, Kenya, GPA:
Expected in to to
Associate of Arts: Air And Space Operations Technology Emirates Aviation College - Dubai, UAE, GPA:
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