Angela Bacca
Lutz,FL
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact organization success.
Overview
25
25
years of professional experience
Work History
Customer Service Agent
Southwest Airlines
10.1998 - Current
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
Baggage Service Agent
Southwest
10.1998 - Current
- Processed and secured unclaimed luggage.
- Fielded customer complaints and comments about baggage services.
- Logged bags and flights upon arrival to airport or baggage areas.
- Greeted passengers in claim area and helped retrieve luggage.
- Assisted customers with luggage issues such as misrouted bags and damaged bags while maintaining calm and personable demeanor.
Gate Agent
Southwest Airlines
10.1998 - Current
- Assisted customers with seat availability, gate announcements and flight status to increase boarding efficiency.
- Assisted customers with ticketing and baggage check-in requirements.
- Managed passenger check-in by verifying customers' travel documentation.
- Tagged and transferred baggage from scales to designated conveyor belt.
- Sold, printed and reissued available tickets to customers at check-in.
Education
No Degree - General Studies
The Community College of Baltimore County
Catonsville, MDHigh School Diploma -
Southern High School
Baltimore, MD06.1994
Skills
- Reservations and Ticketing
- Passenger Assistance
- Flight Schedule Coordination
- Regulatory Compliance
- Computer Reservation Software
- Boarding Pass Assignment
- Problem-Solving
- Detail Oriented
- Issue Resolution
- Team Leadership
- Active Listening
- Relationship Building
Volunteer Activities
Active volunteer leadership and experience in the following organizations:
USO
Blue Star Mothers
Tunnels to Towers
Corsos for Heroes
Marine Families
Timeline
Customer Service Agent
Southwest Airlines
10.1998 - Current
Baggage Service Agent
Southwest
10.1998 - Current
Gate Agent
Southwest Airlines
10.1998 - Current
No Degree - General Studies
The Community College of Baltimore County
High School Diploma -
Southern High School