Angie Langley
Spokane,Washington
Summary
Versatile, detail-oriented professional with two + years of experience in airline customer service (passenger check-in and boarding) and BSO/baggage handling. Supervisor who is skilled in team leadership and operational efficiency and committed to fostering positive customer relations and resolving issues promptly.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Airline Customer Service Agent
Unifi Aviation/American Airlines
Spokane, WA
02.2024 - Current
- Assisted passengers with check-in processes, ensuring smooth boarding experiences.
- Collaborated with team members to streamline operational procedures and improve service delivery.
- Managed luggage handling and tracking, reducing loss incidents through diligent oversight.
- Provided support during peak travel times, maintaining high service standards under pressure.
- Trained new staff on customer service protocols and company policies for consistent service quality.
- Coordinated with airline personnel to address passenger issues promptly, fostering positive relationships.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- Fostered a welcoming environment at the gate area by engaging in friendly conversations with travelers and attending promptly to their concerns.
- Conducted thorough ticket verification to maintain airline security standards and prevent fraud incidents.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Proactively assisted passengers with baggage issues, minimizing delays and enhancing satisfaction.
- Oversaw daily operations, ensuring adherence to safety protocols and company policies.
- Trained and mentored junior staff on best practices and operational efficiency.
- Conducted regular performance evaluations, providing constructive feedback to team members.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Maintained high safety standards to ensure secure workplace for all employees and visitors.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Airline Baggage Service Department
Unifi Aviation/American Airlines
Spokane, WA
02.2024 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
Education
High School Diploma -
Spokane Community College
Spokane, WA05-2022
Skills
- Airline policies and procedures
- Baggage handling
- Travel documentation
- Ticketing systems
- Customer service
- Decision-making
- Special needs assistance
- Staff training
- Boarding pass assignment
- Travel bookings
- Baggage handling procedures
- Flexible schedule
- Hotel accommodations
- Lost baggage tracing
- Safety protocols and procedures
- Complaint handling
- Rebooking passengers
Accomplishments
- Supervise teams of 20 staff members.
- Participated in hiring events for above/below wing new agents
- Implemented new processes for BSO that resulted in failing review scores being lifted to A's/B's (documented).
Certification
- CSA
- BSO
- GSC
- Mentor Training
Timeline
Airline Customer Service Agent
Unifi Aviation/American Airlines
02.2024 - Current
Airline Baggage Service Department
Unifi Aviation/American Airlines
02.2024 - Current
High School Diploma -
Spokane Community College