Dione R. Farr
Coraopolis,PA
Summary
Airport Passenger Service Agent with proven expertise in delivering outstanding customer service and ensuring efficient airline travel. Skilled in ticket check-in, security protocols, and baggage claim, with a strong understanding of airline regulations. Recognized for effective task prioritization and team leadership in dynamic environments, consistently achieving high performance under pressure. Resourceful in travel coordination, adept at problem-solving, and committed to enhancing passenger experiences through clear communication and adaptability.
Overview
26
26
years of professional experience
Work History
Passenger Service Agent
American Airlines
01.2014 - 01.2023
- Experienced and skilled Airport Passenger Service Agent providing exemplary customer service in the facilitation of airline travel plans.
- Comfortable with ticket check-in security and baggage claim.
- Familiar with airline regulations and passenger safety and looking to learn more with a prospect that offers growth and opportunity.
- Native Sabre and Qik expert.
- Expected and able to understand, perform, and rotate between the duties of a Customer Service Agent and a Ground Operations Agent.
- Cross Utilized Agents are responsible for providing customer service to all customers, including scheduled or charter services.
- Attentive to the customer's needs, politely handling their inquiries promptly, and completing the required transactions per company policy and procedures.
- Responsible for the handling of customer baggage, including loading and unloading on and off the aircraft, marshaling in and pushing back the aircraft, operation of ground service equipment (GSE), meeting arriving flights, providing service to departing flights, assisting customers with special needs, assisting co-workers and any other duties as assigned.
- Gate agents verify crew members ID, board new passengers, gate check bags, verify travel documents, clear standby passengers, work oversold and delayed flights, arrange for wheelchairs and unaccompanied minors, change seats, verify weight and balance, close aircraft door and pull the Jetway all within an hour of flight to ensure safety and on time performance, meet diverted flights and assist customers in all aspects of their diversion.
- Ticket counter agents sell tickets, greet passengers, make sure reservation is valid, check identification and international documentation needed, check luggage, assist with upgrades, change seats, assist at self-service, rebook delayed and cancelled flights, assist with special need passengers.
Delivery Driver
Pittsburgh Tribune Review
01.2012 - 01.2014
- Organized delivery schedule for timely distribution of materials.
- Handled customer service complaints with utmost professionalism and knowledgeable responses to maintain trust and company loyalty.
- Grouped and routed deliveries according to designated areas to maintain efficient delivery times.
- Managed accurate recordkeeping by distributing invoices, collecting payments and updating logs.
Supervisor/Lead Agent
American Eagle Airlines
Pittsburgh, PA
01.2006 - 01.2012
- Promoted and sold air travel.
- Performed Station Agent work as required which included but was not limited to: answering inquiries regarding general travel information, prepared itineraries, computed fares, prepared/issued tickets/refunds/ check baggage and collected excess baggage charges in accordance to tariff rules.
- Conducted agent/associate observations, administered local training program, scheduled man power utilization as well as maintaining a safe dependable and consistent operation.
- Native Sabre expert.
- Led and coordinated all logistic activities ensuring safety and on-time dependability.
- Coached and counseled personnel and provided guidance to team on performance issues.
- Prepare daily cash deposits and take to bank.
- Oversaw the launch of the American Eagle station in Pittsburgh in 2006.
- Supervised and delivered training for AE agents as it pertained to AA, FAA and TSA regulations.
- Managed our contracted fuel company.
- Reconciled damage, pilfered and consequential situations with inconvenienced passengers.
- Prepared and passed first audit with exceptional score and continue to help with future audits.
- Conducted interviews for potential station agents and follow through with human resources.
- Managed daily attendance and payroll accounting.
- Oversaw customer relations management.
- Directed the activities for contracted airline services.
Passenger Service Agent
American Airlines
Pittsburgh, PA
01.1998 - 01.2006
- Served customers in a courteous, efficient, friendly, and professional manner.
- Self-motivated and required minimal supervision while handling multiple tasks simultaneously.
- Responded and assisted during emergency/non-emergent and security situations.
- Managed ticketing in domestic and international reservations.
- Served as lead operations agent.
- Coordinated ground security, which involved ground security, aircraft and airport security, cargo security, threat analysis, identification of dangerous weapons, identification, air carrier facilities and operations.
- Served as the Complaint Resolution Official.
- Delivered International Documents training to peers and colleagues.
- Trained to be cross utilized in the areas of operations, gates, ticketing and baggage service.
- Acted as Supervisor when needed.
- Received Hazardous and Dangerous Goods training annually.
- Managed charter flight operations for key corporate accounts including the NFL, NBL, and United States Armed Forces.
- Coordinated contracts for partner airlines including both domestic and international flights.
- Conducted panel interviews for new hires and intra-company transfers.
- Received Hazardous and Dangerous Goods training annually.
- Mastered Computer Reservation System SABRE.
Customer Service Agent
Trans States Airlines
Pittsburgh, PA
01.1997 - 01.1998
- Internship through The Boyd School, which evolved into permanent employment.
- Trained on multifaceted areas of responsibility including Ticket Counter, Gates, Ramp and Baggage Service.
- Developed proficiency on Worldspan/PARS reservation system.
- Assisted customers with flight bookings and changes efficiently.
- Utilized airline reservation systems to manage bookings effectively.
- Trained new hires on customer service protocols and procedures.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Ensured compliance with applicable laws when dealing with customers.
- Reviewed files, records, and other obtained documents to respond to customer requests.
Education
Associates Degree - Travel & Tourism
The Boyd School
Pittsburgh, PA01-1997
Skills
- Computer Reservation System SABRE
- Ticketing procedures
- Customer service
- Safety compliance
- Flight coordination
- Conflict resolution
- Team leadership
- Multicultural awareness
- Issuing tickets
- Reservations
- Reservation processing
- Fares calculations
- Emergency procedures
- Check-in processes
- FAA regulations
- Ground operations
- Travel documentation
- Documentation verification
- TSA collaboration
- Airport security
- Fare computing
- Issue resolution
- Travel reservations
- Itinerary planning
- Ticketing knowledge
- Strong organization
- Travel reservation systems
- Word Perfect Office
References
References available upon request.
Timeline
Passenger Service Agent
American Airlines
01.2014 - 01.2023
Delivery Driver
Pittsburgh Tribune Review
01.2012 - 01.2014
Supervisor/Lead Agent
American Eagle Airlines
01.2006 - 01.2012
Passenger Service Agent
American Airlines
01.1998 - 01.2006
Customer Service Agent
Trans States Airlines
01.1997 - 01.1998
Associates Degree - Travel & Tourism
The Boyd School
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