Charlotte Cunsolo
Queens
Summary
Dynamic customer service professional with extensive experience at American Airlines, excelling in conflict resolution and team collaboration. Proven track record of delivering exceptional service to VIP clientele, ensuring seamless travel experiences. Skilled in managing high-pressure situations while maintaining attention to detail and adaptability in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Premium Guest Service Representative
American Airlines
Queens
11.2023 - Current
- Delivered personalized service to premium passengers, including First Class, VIPs, and elite status customers
- Provided full-service support: flight check-in, ticketing, rebooking, and flight information assistance.
- Worked in premium airport lounges, assisting guests with travel needs, and ensuring a seamless experience.
- Performed 5-star service escorting high-profile passengers, including curb-to-aircraft assistance.
- Collaborated with various airport departments to coordinate seamless transfers and timely departures.
- Maintained a high level of discretion, professionalism, and attention to detail when working with VIP clientele.
- Trained and mentored new team members
Customer Service Representative
American Airlines
Queens
01.2023 - 11.2023
- Assisted passengers with check-in, flight reservations, ticketing, and baggage services
- Rebooked passengers during flight delays, cancellations, and oversold situations
- Delivered exceptional customer service, including helping passengers with special needs
- Implemented conflict resolution techniques to deescalate irate passengers
Barista
Colomba Bakery
New York
10.2020 - 01.2023
- Managed inventory and supplies to ensure materials were available when needed.
- Collaborated with management team to develop new strategies for increasing sales and profits.
- Ensured compliance with local health codes by performing periodic inspections of work areas.
- Maintained accurate records of daily transactions, including cash register operations, sales and inventory levels.
Barista
Mamas Backyard Cafe
Queens
04.2017 - 05.2022
- Prepared specialty coffee drinks such as lattes, cappuccinos, macchiatos, mochas, and Americanos.
- Monitored inventory levels of supplies and restocked when necessary.
Office Assistant
SUNY New Paltz
New Paltz
01.2019 - 05.2019
- Welcomed office visitors and alerted staff to the arrivals of scheduled appointments.
- Delivered clerical support by handling a range of routine and special requirements.
- Developed correspondence letters, memos, and emails.
Education
Bachelor of Arts - Psychology
Queens College
Flushing, NY01-2025
Minor - Media Studies
Queens College
Flushing, NY01-2025
Skills
- Customer service
- Conflict resolution
- Team collaboration
- Adaptability
References
References available upon request.
Timeline
Premium Guest Service Representative
American Airlines
11.2023 - Current
Customer Service Representative
American Airlines
01.2023 - 11.2023
Barista
Colomba Bakery
10.2020 - 01.2023
Office Assistant
SUNY New Paltz
01.2019 - 05.2019
Barista
Mamas Backyard Cafe
04.2017 - 05.2022
Bachelor of Arts - Psychology
Queens College
Minor - Media Studies
Queens College
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