Amanda Montoya
Phoenix,AZ
Summary
Dynamic Passenger Service Agent with extensive experience at ABM Industries, excelling in customer support coordination and efficient baggage handling. Recognized for resolving passenger issues with empathy and maintaining high satisfaction levels. Proven ability to thrive under pressure while fostering teamwork and collaboration, ensuring a seamless travel experience for all passengers.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
6
6
years of professional experience
Work History
Passenger Service Agent
ABM Industries
08.2024 - 03.2025
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Educated passengers on safety procedures and provided assistance to disabled passengers
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Contributed to the achievement of on-time departure goals through efficient gate management processes.
- Enhanced customer satisfaction by providing efficient check-in and boarding services.
- Provided exceptional customer service to passengers, addressing concerns and resolving issues.
- Aided passengers in locating lost luggage by effectively liaising with baggage claim representatives and other airline staff members.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Passenger Service Agent
Prospect Airport Services
08.2023 - 06.2024
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Demonstrated adaptability by adjusting quickly to changes in flight schedules or gate assignments.
- Maintained accurate records of flight information to provide timely updates to passengers.
- Increased overall efficiency by cross-training in various roles within the airport terminal operations team.
- Improved language interpretation support for international travelers by leveraging multilingual abilities when necessary.
- Escorted handicapped passengers from terminal to aircraft.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Contributed to the achievement of on-time departure goals through efficient gate management processes.
- Enhanced customer satisfaction by providing efficient check-in and boarding services.
- Provided exceptional customer service to passengers, addressing concerns and resolving issues.
- Aided passengers in locating lost luggage by effectively liaising with baggage claim representatives and other airline staff members.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Customer Service Representative
R&L Carriers
08.2022 - 01.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Improved resolution time with effective problem-solving for customer complaints.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Representative
Modive Care
01.2021 - 05.2021
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
Food Delivery Driver
Uber Eats
02.2020 - 12.2020
- Managed multiple deliveries simultaneously, maximizing efficiency and productivity.
- Maintained a high level of professionalism throughout interactions with both restaurant staff members and customers.
- Utilized GPS systems effectively for accurate routing and delivery time estimates.
- Provided excellent customer service by being friendly and courteous during interactions to increase satisfaction and loyalty.
- Navigated efficiently through various routes for timely food deliveries.
- Followed traffic laws during delivery for safety of pedestrians and other vehicles.
- Enhanced customer satisfaction by delivering orders promptly and accurately.
- Verified orders prior to completing deliveries to avoid customer complaints.
- Met promised delivery times consistently by using GPS software to spot and avoid traffic delays.
- Kept delivery vehicle clean and neat to maintain company's professional reputation.
- Collaborated with restaurant staff to confirm order accuracy before delivery.
Package Handler
Fedex Ground
10.2019 - 02.2020
- Followed safety regulations to maintain safe work environment.
- Improved package handling efficiency by implementing proper sorting and organizing techniques.
- Maintained a safe work environment by adhering to company policies and guidelines for proper lifting techniques.
- Reduced damage rates for packages through careful handling and adherence to safety protocols.
- Assembled, sealed, and loaded packages into correct trucks.
- Used hand-held scanners and physical logs to accurately track item movements.
- Proved successful working within tight deadlines and a fast-paced environment.
- Verified correct labels and accurate shipping information on packages to avoid shipping to wrong addresses.
- Exceeded performance expectations during peak seasons, managing high volumes of shipments without compromising on quality or timeliness.
- Removed jams and unblocked conveyor system to maintain flow of goods.
- Contributed to increased productivity by working effectively in high-pressure situations.
- Followed verbal and written instructions to properly move and ship products.
- Collaborated with other package handlers to provide prompt and accurate delivery of orders.
- Demonstrated commitment to quality control by consistently meeting or exceeding company standards for accuracy in sorting and labeling packages.
- Stored and secured packages in designated areas to prevent damage and theft.
- Prepared pallets of boxes for easy transportation between customer and storage locations.
- Maintained high levels of accuracy in package scanning to ensure proper tracking, leading to fewer lost packages.
- Contributed to reduction in workplace injuries, following strict adherence to lifting techniques and safety gear usage.
- Assisted in inventory management, conducting regular counts to verify stock levels and report discrepancies.
- Improved workflow efficiency, organizing workstations for optimal access to materials and tools.
- Supported peak season demands by volunteering for extra shifts, ensuring no delays in package processing.
- Maintained clean, orderly work environment free of hazards.
- Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
- Strapped items down over protective padding to secure throughout transportation.
- Surrounded items in cling film, padded blankets, and tape to protect from damage.
Food Service Worker
Flying Foods Group
10.2018 - 05.2019
- Utilized strong multitasking skills to manage multiple orders simultaneously without compromising quality or accuracy.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Supported team members during peak hours, ensuring smooth operations and minimal wait times for customers.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Promoted a positive work environment through effective communication with colleagues and supervisors.
- Made food according to standard recipes with requested changes for customer satisfaction.
- Collaborated with kitchen staff to ensure timely and accurate order fulfillment.
- Assisted in inventory management, ordering supplies, and minimizing food spoilage.
- Participated in regular trainings to stay current on industry best practices and trends.
- Maintained accurate records of food temperatures to ensure safety standards were met.
- Reduced food preparation times by organizing workstations effectively.
- Prepared variety of menu items following specific recipes to ensure customer satisfaction.
Education
3.8 GPA
Camel Back High School
Phoenix, AZ05-2004
Skills
- Customer support for passengers
- Customer support coordination
- Efficient baggage handling
- Effective organizational skills
Timeline
Passenger Service Agent
ABM Industries
08.2024 - 03.2025
Passenger Service Agent
Prospect Airport Services
08.2023 - 06.2024
Customer Service Representative
R&L Carriers
08.2022 - 01.2023
Customer Service Representative
Modive Care
01.2021 - 05.2021
Food Delivery Driver
Uber Eats
02.2020 - 12.2020
Package Handler
Fedex Ground
10.2019 - 02.2020
Food Service Worker
Flying Foods Group
10.2018 - 05.2019
3.8 GPA
Camel Back High School
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