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Skills

  • Complaint resolution and follow-up
  • Sales expertise
  • Baggage tracking and handling
  • Emergency evacuation drill leadership
  • Stock management
  • Order fulfillment
  • Empathy-driven customer service
  • Emergency Response and Crisis Management
  • Flight disruption handling
  • Bilingual Customer Interaction Portuguese

Work Experiences

  • Handled over 16 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • In the top 11% of employees for successful coordinated.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Educated employees on company procedures and services.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Welcomed, greeted, and assisted customers, generating $8 in 18 months revenue in a high-traffic store.
  • Created and maintained a detailed database to develop promotional sales.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.

Summaries

  • Committed to providing world-class customer service while remaining professional.
  • Achieved success in providing unsurpassed customer service.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Passenger Service Officer is a service-oriented Passenger Service Officer with unrivaled customer service, task prioritization, and time management skills.
  • Bring extensive high-call volume experience working with initiative consumers spanning 13 years.
  • Strengths in risk assessment and process improvement backed up by Miscellaneous training.
  • Motivated to keep customers happy and contribute to the company's success.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 5 years.
  • Passenger Service Officer proactive with experience in providing support and resolving customer complaints.

Accomplishments

  • Created and maintained comprehensive records of all passenger issues and escalations, leading to a 16% improvement in future case resolutions.
  • Created detailed reports for management on daily passenger incidents, resulting in the optimization of future operations.
  • Reduced processing errors in passenger data entry by 29% through rigorous verification systems.
  • Organized daily scheduling for over 12 flights, mitigating potential delays and ensuring seamless flight operations.
  • Continuously met or exceeded KPIs for passenger satisfaction by handling escalations with poise and effective problem-solving.
  • Collaborated with Cedar Works team to handle a 44% increase in holiday passenger traffic with no drop in KPIs.
  • Developed an in-depth understanding of the airline's loyalty program, and assisted 3 VIP customers weekly, increasing engagement by 20% over 2024.
  • Implemented data validation procedures to ensure 12% accuracy of managed customer registrations and bookings.
  • Led the roll-out of Salesforce self-service kiosks at Seattle, reducing manual check-ins by 35% in 8 weeks.
  • Trained new recruits on providing exceptional customer service, which increased customer satisfaction scores by 66% over 3-month period.

Affiliations

  • Certified Crisis Response Officer in Passenger Operations 2019
  • Airport Services Quality (ASQ) Program Member
  • Global Alliance of Aviation Professionals (GAAP)
  • Association for Supply Chain Management (APICS)
  • International Hospitality and Tourism Professionals (IHTP)
  • The International Civil Aviation Organization (ICAO)
  • International Council of Nurses
  • Airports Council International (ACI)
  • Airport Operations Planning and Control Association (AOPCA)
  • American Society of Safety Professionals

Certifications

  • Certified Passenger Ground Handler (CPGH) - metric
  • Certified Crisis and Disruption Management Advisor - procedure
  • ServSafe
  • Certified Check-in Agent (CCA) - procedure
  • Certified Emergency Response Specialist (CERS) – 2016
  • Airline Baggage Handling and Procedures Certification - Cedar Works
  • Customer Service and Conflict Resolution Certificate - category
  • Cisco Certified Network Associate (CCNA)
  • Safety Management System (SMS) Certification – Summit Group
  • Certified Business Analysis Professional (CBAP)

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