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Brenda Dawson
100 Royal Worcester Drive
London, England W1T 1JY Mobile: 7700 900129
Tel: (020) 7123 4567 brenda-dawson@email.com
Professional Summary
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.
Core Qualifications
- Passenger check-in procedures
- Current security procedures
- Polite and professional approach
- Teamwork skills
- Trace and track customer freight
- Elite Travelers Club
Experience
April 2009 to July 2014 UK Airways – 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 – 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 – 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.
Education
1998 University of London, London England Associate’s Degree in Business Administration