Alexia Agnissan
Newark,NJ
Summary
Detail-oriented professional with 7 years of customer service experience and a proven knowledge of customer communications, conflict resolution, and order processing. Aiming to leverage my skills to successfully fill the Customer service representative role at your company.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Passenger Service Supervisor
TAP Air Portugal / WFS
Newark, NJ
03.2024 - Current
- Monitored security and maintained operational protocols.
- Oversaw ticketing, gate and ramp services.
- Conducted thorough investigations into passenger complaints or incidents, implementing corrective actions when required to prevent future occurrences of similar situations.
- Improved baggage handling efficiency through strategic planning and coordination between departments.
- Managed ticketing and reservation systems, ensuring accurate processing of passenger information and flight bookings.
- Coordinated timely departures by effectively communicating with gate agents, flight crews, and ground personnel.
- Resolved escalated customer issues in a professional manner, resulting in increased loyalty from satisfied clients.
- Implemented operational improvements that led to reduced delays and improved on-time performance metrics for flights under supervision.
- Managed team member schedules and work assignments.
- Provided leadership to the service team, fostering a positive work environment that resulted in high employee retention rates.
- Liaised closely with security teams to enforce safety protocols and ensure the well-being of passengers, staff, and airport property.
- Maintained open communication channels between management and staff members to address concerns proactively before they impacted operations or customer experiences negatively.
- Assisted passengers with special needs or requests, providing personalized attention to ensure their comfort during travel.
- Promoted a culture of teamwork among staff members by organizing team-building activities and encouraging open communication within the workplace.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Provided exceptional customer service to passengers, addressing concerns and resolving issues.
- Announced flight status updates and information about gate changes over PA system.
- Prepared detailed passenger manifests and other reports to meet organizational needs.
- Rescheduled flights, issued refunds and assisted passengers with alternative travel arrangements.
- Monitored and processed ticket sales, refunds and upgrades to meet diverse passenger needs.
- Maintained and completed administrative records and documents to meet company requirements.
- Partnered with flight department to meet inflight and station operational obligations.
LEAD PASSENGER SERVICE AGENT
WFS/ Air France
Newark, NEW JERSEY
10.2022 - 02.2024
- Verified travel documents and tickets, providing passenger boarding passes once completed
- Guided passengers through security checkpoints and to correct terminals
- Operated weight scale for customer baggage, collecting excess weight fees when necessary
- Directed passengers promptly to restrooms, terminals and other airport facilities
- Maintained log of lost luggage, assisting passengers with tracking down item location and reason for item loss
- Announced flight changes and information according to schedule, allowing time for passenger boarding
- Assisted unaccompanied minors according to airport procedures to facilitate child safety
- Assigned transport of special needs passengers for safe onboarding and offboarding procedures
- Educated passengers about luggage weight restrictions, boarding times and trip information
- Altered passenger reservations when requested and confirmed new arrangements once finalized
- Planned routes, itineraries, and accommodation details and computed fares and fees
- Determined service requirements and traveled preferences
- Made and confirmed reservations for transportation and accommodations
- Maintained computerized inventories of available passenger space and provided information on space reserved and available
- Provided boarded and disembarked assistance to passengers needing special assistance
- Announced arrival and departure information, used public address systems
- Examined passenger documentation to determine destinations and to assign boarding passes
- Kept information facilities clean during operation
- Assembled and issued required documentation, such as tickets, travel insurance policies and itineraries
- Answered inquiries regarding schedules, accommodations, procedures, or policies
- Provided clients with assistance in preparing required travel documents and forms.
CUSTOMER EXPERIENCE SPECIALIST
Air Canada
Newark, NJ
05.2022 - 12.2022
- Provide customer service/experience Check in Ensure Company regulations regarding Passengers, issue boarding pass, seat selection and verify immigration documentation Check in baggage - size/weight are complied with collect excess charges Make reservations Provide passengers with relevant information, including Customs and Immigration requirements
- Perform Baggage Tracing duties Coordinate the boarding of passengers onto the aircraft: Ensure safety procedures are followed Monitor carry-on baggage Assist passengers as required Operate loading bridges Handle disruptions, irate passengers/oversells and those affected by irregular operations
- Handle VIP's where applicable or no Concierge Assist physically challenged passengers ensuring that all DOT regulations, accommodating all needs
- Handle and account for documents in accordance with Company regulations
- Service First Class Lounge to provide check in, information assistance to passengers
- Update records in PSS as required to ensure proper processing of passengers at next point of contact.
PASSENGER SERVICE AGENT
Spirit Airlines
Newark, NJ
02.2022 - 05.2022
- Check baggage and cargo and direct passengers to designated locations for loading
- Provide boarding or disembarking assistance to passengers needing special assistance
- Confer with customers to determine their service requirements and travel preferences
- Maintain computerized inventories of available passenger space and provide information on space reserved or available
- Assemble and issue required documentation, such as tickets, travel insurance policies, and itineraries
- Answer inquiries regarding information.
PASSENGER SERVICE AGENT
Frontier Airline
Newark, NJ
05.2021 - 02.2022
- Check baggage and cargo and direct passengers to designated locations for loading
- Provide boarding or disembarking assistance to passengers needing special assistance
- Confer with customers to determine their service requirements and travel preferences
- Maintain computerized inventories of available passenger space and provide information on space reserved or available
- Assemble and issue required documentation, such as tickets, travel insurance policies, and itineraries
- Answer inquiries regarding information.
SALE ASSOCIATE
PGC ventures
Newark, NJ
07.2018 - 03.2020
- Greet customers and ascertain what each customer wants or needs
- Describe merchandise and explain use, operation, and care of merchandise to customers
- Recommend, select, and help locate or obtain merchandise based on customer needs and desires
- Compute sales prices, total purchases and receive and process cash or credit payment
- Answer questions regarding the store and its merchandise
- Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices
- Maintain records related to sales
- Exchange merchandise for customers and accept returns
- Clean shelves, counters, and tables
- Help customers try on or fit merchandise
- Open and close cash registers, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making deposits.
SALE ASSOCIATE
Stellar
Newark, NJ
04.2018 - 03.2019
- Greet customers and ascertain what each customer wants or needs
- Describe merchandise and explain use, operation, and care of merchandise to customers
- Recommend, select, and help locate or obtain merchandise based on customer needs and desires
- Compute sales prices, total purchases and receive and process cash or credit payment
- Answer questions regarding the store and its merchandise
- Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices
- Maintain records related to sales
- Ticket, arrange and display merchandise to promote sales
- Open and close cash registers, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making deposits.
SALE ASSOCIATE
Hudson News
Newark, NJ
09.2017 - 04.2018
- Compute sales prices, total purchases and receive and process cash or credit payment
- Describe merchandise and explain use, operation, and care of merchandise to customers
- Greet customers and ascertain what each customer wants or needs
- Open and close cash registers, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making deposits
- Maintain records related to sales
- Answer questions regarding the store and its merchandise
- Recommend, select, and help locate or obtain merchandise based on customer needs and desires.
CLIENT ADVISOR
Macy's/ Louis Vuitton
Manhattan, NY
06.2017 - 12.2017
- Contact prospective customers to present information and explain available services
- Determine customers' financial services needs and prepare proposals to sell services that address these needs
- Check to ensure that appropriate changes were made to resolve customers' problems
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
CUSTOMER REPRESENTATIVE
Mpower
Newark, NJ
01.2017 - 05.2017
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Review insurance policy terms to determine whether a particular loss is covered by insurance
- Solicit sales of new or additional services or products
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
GUEST SERVICE REPRESENTATIVE
Au Bon Pain
Manhattan, NY
02.2016 - 04.2017
- Serve food, beverages, or desserts to customers in such settings as take-out counters of restaurants or lunchrooms, business or industrial establishments, hotel rooms, and cars
- Prepare bills for food, using cash registers, calculators, or adding machines, and accept payment or make change
- Cook food or prepare food items, such as sandwiches, salads, and ice cream dishes, using standard formulas or following directions
- Perform cleaning duties such as sweeping, mopping, and washing dishes, to keep equipment and facilities sanitary
- Balance receipts and payments in cash registers
- Wrap menu item such as sandwiches, hot entrees, and desserts for serving or for takeout
- Take customers' orders and write ordered items on tickets, giving ticket stubs to customers when needed to identify filled orders.
SALE ASSOCIATE
Levi's
Manhattan, NY
08.2012 - 12.2015
- Greet customers and ascertain what each customer wants or needs
- Describe merchandise and explain use, operation, and care of merchandise to customers
- Recommend, select, and help locate or obtain merchandise based on customer needs and desires
- Compute sales prices, total purchases and receive and process cash or credit payment
- Answer questions regarding the store and its merchandise
- Prepare sales slips or sales contracts
- Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices
- Maintain records related to sales
- Place special orders or call other stores to find desired items
- Prepare merchandise for purchase or rental
- Exchange merchandise for customers and accept returns
- Ticket, arrange and display merchandise to promote sales
- Help customers try on or fit merchandise
- Open and close cash registers, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making deposits.
Education
Associate Of Business Administration - Associate in Business With A Specialization in Hea
Kean University
Union, NJBTS IN HUMAN RESOURCE -
Pigier Abidjan
Abidjan, ABIDJANHIGH SCHOOL DIPLOMA -
Lycée municipal D'Abidjan
Abidjan, ABIDJAN07.2011
Skills
Check-in processes
Coordinating schedules
Customer service management
Airline Operations expertise
Performance improvements
Boarding gate procedures
Employee training
Reservations
FAA regulations
Ticketing
Public Announcements
Baggage handling
Computer terminal operations
Organization and Time Management
Self-Motivated
Training and Development
Excellent Communication
Teambuilding
Active Listening
Analytical and Critical Thinking
Multitasking Abilities
Written Communication
Dependable and Responsible
Attention to Detail
Cultural Awareness
Fares calculations
Certification
BTS(Higher technician's Certificate)
Languages
French
Native or Bilingual
Spanish
Limited Working
Timeline
Passenger Service Supervisor
TAP Air Portugal / WFS
03.2024 - Current
LEAD PASSENGER SERVICE AGENT
WFS/ Air France
10.2022 - 02.2024
CUSTOMER EXPERIENCE SPECIALIST
Air Canada
05.2022 - 12.2022
PASSENGER SERVICE AGENT
Spirit Airlines
02.2022 - 05.2022
PASSENGER SERVICE AGENT
Frontier Airline
05.2021 - 02.2022
SALE ASSOCIATE
PGC ventures
07.2018 - 03.2020
SALE ASSOCIATE
Stellar
04.2018 - 03.2019
SALE ASSOCIATE
Hudson News
09.2017 - 04.2018
CLIENT ADVISOR
Macy's/ Louis Vuitton
06.2017 - 12.2017
CUSTOMER REPRESENTATIVE
Mpower
01.2017 - 05.2017
GUEST SERVICE REPRESENTATIVE
Au Bon Pain
02.2016 - 04.2017
SALE ASSOCIATE
Levi's
08.2012 - 12.2015
Associate Of Business Administration - Associate in Business With A Specialization in Hea
Kean University
BTS IN HUMAN RESOURCE -
Pigier Abidjan
HIGH SCHOOL DIPLOMA -
Lycée municipal D'Abidjan