Summary
Overview
Work History
Education
Skills
Language
Timeline
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Christela Jerrie Dorneval

Laurel,MD

Summary

Passenger Service Agent with experience in providing high-quality customer service at busy airports. Skilled at managing passenger check-ins and boarding, responding to inquiries about flight schedules and fares, and handling complaints or emergencies with calm professionalism. Have improved customer satisfaction ratings in previous roles by applying strong problem-solving skills and maintaining positive attitude under pressure.

Highly adaptable individual bringing several years of experience in customer service roles. Motivated professional with well-developed skills in task prioritization and team leadership.

Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

1
1
year of professional experience

Work History

Passenger Service Agent

Menzies Aviation
Baltimore, Maryland
05.2024 - Current
  • Managed customer complaints in a professional manner while providing solutions to resolve issues.
  • Enforced airline policies such as smoking restrictions, carry-on item limits.
  • Tracked lost items belonging to passengers and coordinated delivery when found.
  • Demonstrated strong problem solving skills when dealing with difficult situations involving customers or personnel.
  • Prepared reports detailing daily activities including number of boarded passengers and revenue generated.
  • Maintained accurate records of passenger manifests and checked luggage tags.
  • Weighed luggage and collected fees for excess baggage.
  • Monitored passenger traffic flow at the gate area to ensure efficient boarding of aircrafts.
  • Checked in passengers, assigned seats, and issued boarding passes.
  • Ensured all safety protocols were followed during the check-in process.
  • Provided assistance to passengers with limited mobility.
  • Answered customer questions regarding flight information, airport amenities, and travel regulations.
  • Verified identification of passengers for security purposes.
  • Assisted customers with reservations, cancellations, and rebooking flights as needed.
  • Collected baggage charges and accepted baggage for check-in.
  • Lifted or moved passenger luggage onto baggage belts and created bag labels to facilitate proper delivery.
  • Worked with personnel in gate area by verifying passenger documents before boarding aircraft.
  • Upheld uniform and conduct guidelines to maintain professional appearance.
  • Boarded passengers, closed aircraft doors and pulled jet bridge to prepare for departure.

Dietary Aide

Healthcare Services Group
Laurel, MD
04.2024 - Current
  • Performed general cleaning duties such as sweeping floors, washing dishes, wiping countertops.
  • Stocked supplies in dining areas as needed.
  • Cleaned and sanitized kitchen equipment and surfaces.
  • Worked closely with dietitians to ensure proper nutrition for each resident and patient.
  • Monitored expiration dates on products and disposed of any spoiled or expired foods.
  • Set up trays for patients upon request.
  • Prepared and served meals according to dietary guidelines.
  • Assisted with preparation of snacks and other light meals.
  • Maintained a safe working environment by following all safety protocols.
  • Served specific meals to patients with special dietary needs.
  • Set up trays and food service carts to deliver food to residents.

L-1

Amazon LLC
Edgemere, Md
09.2024 - 07.2025
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Provided professional services and support in a dynamic work environment.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Skilled at working independently and collaboratively in a team environment.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Paid attention to detail while completing assignments.
  • Excellent communication skills, both verbal and written.
  • Gained extensive knowledge in data entry, analysis and reporting.
  • Proved successful working within tight deadlines and a fast-paced environment.

Gate Agent

Piedmont airline
Va, Md
01.2025 - 03.2025
  • Tagged and transferred baggage from scales to designated conveyor belt.
  • Assisted customers with ticketing and baggage check-in requirements.
  • Managed passenger check-in by verifying customers' travel documentation.
  • Assisted customers with seat availability, gate announcements and flight status to increase boarding efficiency.
  • Sold, printed and reissued available tickets to customers at check-in.
  • Monitored gate areas and addressed security situations with management.
  • Communicated with site personnel by relaying information via radio calls.
  • Disbursed and recorded appropriate gate passes.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
  • Provided follow through on all calls with confirmations and dissemination of requested information.
  • Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
  • Reviewed and updated customer information to maintain up-to-date records for high-quality service.

Education

High School Diploma -

Centre Professionel De Jeunes Filles
Port-au-Prince
12-2017

Skills

  • Flight logs proofing
  • Security Screenings
  • Customer Service Management
  • Computer Terminal Operations
  • Check-in procedures
  • Boarding support
  • Issuing tickets
  • Passenger Assistance
  • Reservation Processing
  • Strong Organization
  • Airline Policies
  • Checking in passengers
  • Sales expertise
  • Emergency Procedures
  • TSA Collaboration
  • Performance Improvements
  • Reservations
  • Pre-boarding checking
  • Departures management
  • FAA Regulations

Language

English

Spanish

French

Creole Haitien

Timeline

Gate Agent

Piedmont airline
01.2025 - 03.2025

L-1

Amazon LLC
09.2024 - 07.2025

Passenger Service Agent

Menzies Aviation
05.2024 - Current

Dietary Aide

Healthcare Services Group
04.2024 - Current

High School Diploma -

Centre Professionel De Jeunes Filles

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Christela Jerrie Dorneval