Bianca Hernandez
Roselle,IL
Summary
Dynamic professional with extensive experience in customer service management and passenger assistance, notably with Swissport. Demonstrated ability to resolve conflicts and manage high-pressure situations with empathy and efficiency. Skilled in baggage handling and boarding gate procedures, with a proven track record of enhancing customer satisfaction and streamlining operational workflows.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Passenger Service Agent
Swissport
05.2023 - Current
- 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.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Utilized computer systems such as Resibre and Amadeus
- Have experience on Ramp, Working operations, bagroom and Lost and found/Arrivals
Shift Manager
McDonald’s
08.2020 - 09.2021
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained and supervised new staff members.
- Addressed customer complaints and resolved conflicts.
- Provided guidance and support to shift teams, ensuring all tasks were completed on time and efficiently.
Education
High School Diploma -
Lake Park Highschool
Roselle, IL05.2022
Skills
- Passenger Assistance
- Customer Service Management
- Baggage handling
- Boarding gate procedures
- Check in procedures
Certification
Certified jet bridge operator
Languages
Spanish
Reference
Upon requesr
Timeline
Passenger Service Agent
Swissport
05.2023 - Current
Shift Manager
McDonald’s
08.2020 - 09.2021
High School Diploma -
Lake Park Highschool
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