Airline Customer Service Agent Resume
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Charles Bloomberg
PROFESSIONAL SUMMARY
Dedicated Airline Customer Service Agent with 5+ years of experience providing exceptional service to passengers, resolving issues efficiently, and ensuring satisfaction in a fast-paced airport environment.
PROFESSIONAL Experience
Airline Customer Service Agent | Company A
January 2020 — Present, Jacksonville, USA
• Resolved over 1,000 passenger inquiries and complaints monthly using a range of communication methods (phone, email, in-person), achieving a 95% customer satisfaction rating.
• Utilized Sabre and Amadeus reservation systems to process and manage up to 200 flight check-ins and changes daily, ensuring accurate and timely data entry.
• Implemented a new efficiency protocol that reduced average check-in time by 20%, enhancing the overall customer experience.
• Assisted in the training and onboarding of 10 new agents, providing guidance on company policies, customer service techniques, and system navigation.
• Managed frequent flyer accounts for loyalty program members, processing approximately 300 upgrade requests and 500 mileage claims each month.
• Utilized Sabre and Amadeus reservation systems to process and manage up to 200 flight check-ins and changes daily, ensuring accurate and timely data entry.
• Implemented a new efficiency protocol that reduced average check-in time by 20%, enhancing the overall customer experience.
• Assisted in the training and onboarding of 10 new agents, providing guidance on company policies, customer service techniques, and system navigation.
• Managed frequent flyer accounts for loyalty program members, processing approximately 300 upgrade requests and 500 mileage claims each month.
Airline Customer Service Agent | Company B
June 2015 — December 2019, Jacksonville, USA
• Provided information and guidance to an average of 150 passengers daily regarding flight schedules, baggage handling, and gate locations, ensuring smooth airport operations.
• Processed a high volume of ticket sales and exchanges using the SABRE system, consistently meeting or exceeding monthly sales targets.
• Collaborated with the baggage handling team to resolve 50-60 lost luggage cases per month, achieving a resolution rate of 90% within 24 hours.
• Initiated and led customer feedback sessions, gathering valuable insights that led to actionable improvements and a subsequent 15% increase in customer satisfaction scores.
• Processed a high volume of ticket sales and exchanges using the SABRE system, consistently meeting or exceeding monthly sales targets.
• Collaborated with the baggage handling team to resolve 50-60 lost luggage cases per month, achieving a resolution rate of 90% within 24 hours.
• Initiated and led customer feedback sessions, gathering valuable insights that led to actionable improvements and a subsequent 15% increase in customer satisfaction scores.
Customer Service Representative | Company C
April 2013 — May 2015, Jacksonville, USA
• Handled a diverse array of customer service tasks such as booking reservations, issuing boarding passes, and confirming flight changes for 100+ customers daily.
• Developed extensive knowledge of aviation regulations and airline policies, ensuring full compliance during the entire customer service process.
• Played a key role in coordinating with the ground staff to expedite departure procedures, reducing boarding time by 10%.
• Developed extensive knowledge of aviation regulations and airline policies, ensuring full compliance during the entire customer service process.
• Played a key role in coordinating with the ground staff to expedite departure procedures, reducing boarding time by 10%.
Passenger Service Agent | Company D
January 2011 — March 2013, Jacksonville, USA
• Provided frontline customer service to passengers, addressing queries and resolving issues efficiently to maintain high customer satisfaction.
• Supported gate operations including boarding procedures, final bag checks, and coordination with the flight crew, servicing up to 10 flights per shift.
• Reported and followed up on passenger feedback and complaints, ensuring continuous service improvement and compliance with airline quality standards.
• Supported gate operations including boarding procedures, final bag checks, and coordination with the flight crew, servicing up to 10 flights per shift.
• Reported and followed up on passenger feedback and complaints, ensuring continuous service improvement and compliance with airline quality standards.
Education
Bachelor of Science in Hospitality Management | University of Central Florida
May 2010
Expert-Level Skills
Customer Relationship Management (CRM), Sabre, Amadeus, Ticketing Systems, Conflict Resolution, Team Leadership, Airport Operations, Fluency in English and Spanish, Communication, Problem-Solving, Time Management
