Alavina Nasio
Lehi,Utah
Summary
Dynamic customer service professional with extensive experience at Courtyard by Marriott, excelling in guest relations and problem-solving. Proven ability to enhance guest satisfaction through effective communication and cash handling. Recognized for resolving issues promptly, fostering loyalty, and ensuring seamless experiences in high-pressure environments. Strong organizational skills complement a commitment to exceptional service.
Overview
7
7
years of professional experience
Work History
Customer Service Agent
American Airlines
07.2020 - 01.2025
- Check in passengers to their flights, making sure all documents are valid for travelling
- Processed upgrades and standby requests, maximizing revenue opportunities for the airline while accommodating passenger needs.
- Demonstrated strong knowledge of airline policies and procedures to ensure seamless gate operations.
- Assisted customers with seat availability, gate announcements and flight status to increase boarding efficiency.
- Coordinated closely with ramp agents to ensure proper loading of baggage onto aircrafts according to weight limits.
- Assisted families traveling together by arranging preferred seating options that catered to their needs whenever possible.
- Provided updated flight information to passengers, keeping them informed of any changes or delays in their travel plans.
- Checked in passengers efficiently, verifying identification and travel documents for accuracy and compliance with airline policies.
- Managed irregular operations such as delays or cancellations calmly, taking necessary action to minimize impact on passengers'' travel plans.
Front Desk Agent
Courtyard by Marriott
02.2019 - 04.2023
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Gate Agent
Alaska Airlines
04.2018 - 03.2020
- Processed upgrades and standby requests, maximizing revenue opportunities for the airline while accommodating passenger needs.
- Demonstrated strong knowledge of airline policies and procedures to ensure seamless gate operations.
- Assisted customers with seat availability, gate announcements and flight status to increase boarding efficiency.
- Coordinated closely with ramp agents to ensure proper loading of baggage onto aircrafts according to weight limits.
- Assisted families traveling together by arranging preferred seating options that catered to their needs whenever possible.
- Provided updated flight information to passengers, keeping them informed of any changes or delays in their travel plans.
- Checked in passengers efficiently, verifying identification and travel documents for accuracy and compliance with airline policies.
- Managed irregular operations such as delays or cancellations calmly, taking necessary action to minimize impact on passengers'' travel plans.
- Assisted customers with ticketing and baggage check-in requirements.
Education
Some College -
Utah Valley University
Orem, UTLiahona High School
Tonga11.2005
Skills
- Customer service
- Guest services
- Problem-solving skills
- Cash handling
- Hospitality services
- Time management
- Credit and cash payments
- Guest relations
- Oral and written communications
- Guest accommodations
- Listening skills
- Administrative skills
- Reservation systems
- Front desk management
Timeline
Customer Service Agent
American Airlines
07.2020 - 01.2025
Front Desk Agent
Courtyard by Marriott
02.2019 - 04.2023
Gate Agent
Alaska Airlines
04.2018 - 03.2020
Some College -
Utah Valley University
Liahona High School
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