Andrea Pontillas
Hawaiian Airlines
Honolulu,HI
35
years of professional experience
Airline professional with solid foundation in customer service and proven history of enhancing passenger experiences. Possesses keen focus on teamwork and adaptability, ensuring smooth operations and customer satisfaction. Recognized for excellent communication skills and ability to handle challenging situations with poise.
Work History
Airline Customer Service Agent
20 Years 4 Months- Checked in passengers, issued boarding passes, and verified travel documents for domestic and international flights.
- Assisted customers with reservations, flight changes, and fare questions using airline service systems.
- Coordinated gate boarding, announced flight updates, and supported orderly passenger flow during departures.
- Resolved baggage concerns, processed irregularity reports, and guided customers through claim procedures.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Streamlined check-in processes for faster service, resulting in reduced wait times.
- Coordinated closely with other departments to address operational challenges affecting customer experiences smoothly and efficiently.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
- Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Delivered special assistance to unaccompanied minors, elderly travelers, and passengers needing mobility support.
Accounting Associate
6 Years 8 Months- Maintained documentation for audits, verifying compliance with internal policies and accounting procedures.
- Streamlined reconciliation processes, improving efficiency and reducing manual follow-up across accounting tasks.
Reservation Agent
7 Years 7 Months- Resolved flight booking changes, cancellations, and reissues while applying fare rules accurately.
- Managed reservation records in GDS systems with precise passenger itinerary updates.
- Advised guests on schedules, baggage policies, and travel requirements with clear communication.
- Processed ticketing requests and payment adjustments while maintaining compliance with airline procedures.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided customers with information about availability and pricing.
Education
- Airline Industry
High School Diploma
Timeline
Airline Customer Service Agent
Hawaiian Airlines
06.2006 - CurrentRead More
Accounting Associate
Hawaiian Airlines
10.1999 - 06.2006Read More
Reservation Agent
Hawaiian Airlines
03.1992 - 10.1999Read More
International Air Academy
from Airline Industry
Read More
Farrington High School
High School Diploma
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