Summary
Overview
Work History
Education
Skills
Timeline
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Bosede Muse

Staten Island,NY

Summary

At Nigerian Airways, I excelled as an Airline Customer Service Agent and a flight attendant, leveraging my exceptional communication and customer relations skills to enhance passenger satisfaction and streamline boarding processes. My proactive approach in handling baggage issues and critical thinking in stressful situations contributed to a noticeable improvement in operational efficiency and customer service quality. Outgoing Reservation Agent recognized for using up-selling techniques to maximize revenue. Adept at educating incoming guests of facility amenities and providing guidance on entertainment and restaurant venues. Ready to use my expertise an years of Hardworking with excellent telephone sales skills. Works to answer all guests questions via phone or email to reach positive outcomes. Friendly Reservation Agent with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions. Hardworking and passionate job seeker with strong organizational skills eager to secure the position. Ready to help team achieve company goals. Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence. 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

13
13
years of professional experience

Work History

Airline Customer Service Agent

Delta
01.2000 - 02.2013
  • Provided exceptional customer service with empathetic listening and effective problem-solving skills.
  • Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
  • Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
  • Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
  • Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
  • Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
  • Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
  • Collaborated with team members to achieve high levels of performance in demanding situations.
  • Fostered a welcoming environment at the gate area by engaging in friendly conversations with travelers and attending promptly to their concerns.
  • 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.
  • 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.
  • Contributed to overall revenue growth by promoting ancillary services such as upgrades and additional fees when applicable.
  • Adapted communication style based on each individual''s needs, providing clear instructions for non-native English speakers or those requiring additional support.
  • Proactively assisted passengers with baggage issues, minimizing delays and enhancing satisfaction.
  • Expedited lost luggage retrieval by coordinating efforts between ground crew and airline staff effectively.
  • Processed ticket sales accurately, ensuring correct fare calculations and efficient booking procedures were followed.
  • Educated passengers on safety protocols throughout their journey, enabling them to feel secure during the flight.
  • Increased repeat business through personalized interactions and building rapport with customers.
  • 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.
  • Reviewed and updated customer information to maintain up-to-date records for high-quality service.
  • Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
  • Produced and shared customer service reports to support management decision-making.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
  • Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
  • Provided follow through on all calls with confirmations and dissemination of requested information.

Education

Bachelor of Arts - Interdisciplinary Studies

Touro College
New York, NY

Skills

  • Customer Relations
  • Cultural Awareness
  • Baggage handling
  • Airline Policies
  • Strong empathy
  • Airport Procedures
  • Stress Tolerance
  • Reservation Management
  • Exceptional communication
  • Flight Scheduling
  • Social Perceptiveness
  • Customer Service
  • Travel documentation
  • Critical Thinking
  • Decision-Making
  • Microsoft Office
  • Data Entry
  • Creative Thinking
  • Passenger Assistance
  • Documentation
  • Special Needs Assistance
  • Group Travel
  • Active Listening
  • Staff Training
  • Regulatory Compliance
  • Phone Etiquette
  • Travel bookings
  • Boarding Pass Assignment
  • Issue Resolution
  • Payment Processing
  • Phone and Email Etiquette
  • Team Leadership
  • Baggage Handling Procedures
  • Transportation information
  • Personal Travel
  • Upselling and Cross Selling
  • Telephone reception
  • Detail Oriented
  • Invoice Preparation
  • Accommodation Planning
  • Relationship Building
  • Flexible Schedule
  • Tour Package Creation
  • Documentation And Reporting
  • Service Promotion
  • Reservation software
  • Itinerary Planning
  • Hotel accomodations
  • Reservation Confirmation
  • Lost Baggage Tracing
  • Upselling proficiency
  • Corporate Travel
  • Cruise Sales
  • Certified Travel Industry Executive (CTIE)
  • Customer Documentation Review
  • Teamwork and Collaboration
  • Time Management
  • Computer Reservation Software
  • Reliability
  • Multitasking Abilities
  • Multitasking

Timeline

Airline Customer Service Agent

Delta
01.2000 - 02.2013

Bachelor of Arts - Interdisciplinary Studies

Touro College
Bosede Muse