Qualified Airline Customer Service Agent with experience in various positions and a broad understanding of the industry.Able to successfully manage in-person contact with frustrated, nervous or special needs travelers.Committed to exemplary customer service and personal responsibility.
Passenger check-in procedures
Current security procedures
Polite and professional approach
Trace and track customer freight
Elite Travelers Club
April 2009 to July 2014 UK Airways Â– London Seniour Airline Customer Service Agent
Supervised team of Customer Service Agents, scheduled staff and made adjustments when weather delays demanded more agents to handle re-booking.
Resolved customer complaints that escalated beyond original agent’s authority or required a calming third party.
Conducted ongoing security procedures reviews.
Conducted performance reviews.
January 2006 to March 2009 Southwest Airlines Â– London Airline Customer Service Agent, Elite Travelers Club
Issued upgrades and boarding passes and handled future reservations for Club members.
Provided high level of customer service, including serving beverages when requested.
Maintained the Club’s appearance.
Received several letters of commendation from Club members for exceptional customer service which reflected positively on the airline as well.
February 2000 to December 2006 United Airlines Â– London Airline Customer Service Agent
Exercised thorough understanding of airline ticketing and reservation procedures.
Weighed baggage and collected any excess weight charges.
Assisted passengers when they required a re-booking of itineraries.
Provided special services, like courtesy chair or bag carts, as required.
1998 University of London, London England Associate’s Degree in Business Administration