Elke Schragl
Heber,UT
Summary
Experienced Customer-oriented professional with over 20 years of dedication to provide a positive and friendly customer service experience in a wide variety of roles. A proven track record to adapting and adjusting to demanding customers in a high stress, high volume environments and to deliver excellent customer experience with a friendly and helpful attitude. Strong communication and problem solving skills to adjust to a variety of customer styles and needs. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
29
29
years of professional experience
Work History
Airport Customer Service Agent
JetBlue Airlines
Los Angeles
06.2004 - 02.2024
- Handled disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
- Ensured passenger safety by strictly adhering to all airport security protocols and procedures.
- Received positive feedback from management for consistently meeting and exceeding performance goals in terms of customer satisfaction and efficiency.
- Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
- Supported colleagues during peak hours by taking on additional tasks when needed.
- Resolved customer complaints and concerns professionally, resulting in increased customer loyalty.
- Efficiently handled baggage claims, reuniting passengers with their belongings quickly and accurately.
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Contributed to team success by sharing best practices learned through training sessions or past experiences with fellow agents.
- Provided exceptional service at ticket counters, booking flights and processing payments securely.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
- Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.
- Assisted customers with special needs, offering personalized support throughout their travel experience.
- Coordinated wheelchair services for passengers in need of assistance, ensuring their comfort and safety throughout the airport journey.
Airport Operations Agent
JetBlue Airlines
Los Angeles
09.2006 - 02.2024
- Streamlined communication between various airport departments, ensuring smooth operations and timely flight departures.
- Collaborated with airline partners to maintain positive relationships and ensure seamless coordination of activities.
- Maintained strong working knowledge of airline policies related to ticketing, boarding and cargo handling procedures that contributed to smooth airport operations.
- Conducted regular audits of operational processes to identify areas for improvement and implement corrective measures, resulting in enhanced efficiency levels within the airport.
- Enhanced on-time performance by efficiently managing aircraft turnaround processes.
- Managed irregular operations such as flight delays or cancellations proactively, minimizing negative impacts on passengers and overall operations.
- Provided comprehensive training to new Airport Operations Agents, fostering a skilled workforce capable of handling diverse tasks effectively.
- Supported incident management efforts, contributing to swift resolution of issues and minimizing disruptions to airport operations.
- Coordinated with other agencies to maintain safe and secure airfield environment.
- Trained and developed new hires to drive efficient performance by teaching and emphasizing key skills, procedures and performance optimization strategies from day one.
Airport Ramp Agent
JetBlue Airlines
Los Angeles
02.2009 - 02.2024
- Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
- Positioned and towed aircraft from remote locations of airport to designated areas for operation.
- Stocked aircraft cabins with necessary equipment and supplies.
- Connected electrical power unit and hoses to aircraft.
- Reported equipment malfunctions to supervisor for immediate repair attention to avoid creating flight departure delays.
- Coordinated ground crew activities to complete objectives on schedule.
- Facilitated on-time departures with quick and efficient turnaround times for incoming flights.
- Ensured proper weight distribution in aircraft by diligently following load plans and adjusting as necessary.
- Streamlined ramp operations by coordinating efficiently with ground crew, operations department and above wing team.
- Improved communication between ramp agents and other airport personnel through the use of radio equipment, hand signals, and other forms of communication.
- Collaborated effectively with team members to manage high-pressure situations during peak travel periods.
- Contributed to the overall success and reputation of the airport by consistently demonstrating professionalism and dedication in fulfilling ramp agent responsibilities.
- Enhanced airport safety by conducting thorough inspections of aircraft and equipment prior to loading and unloading.
- Minimized damage to luggage and cargo by adhering to proper handling procedures at all times.
- Reduced flight delays by consistently maintaining punctual baggage handling and cargo loading processes.
- Reduced risk of accidents or incidents on the tarmac through vigilance in monitoring surroundings while working around active aircrafts.
- Maintained clean and organized ramp areas for efficient workflow and improved safety conditions.
- Contributed to a positive work environment by fostering teamwork among fellow ramp agents while executing tasks effectively.
- Managed unforeseen circumstances such as equipment malfunctions or weather disruptions, executing contingency plans to minimize operational delays.
- Upheld strict adherence to FAA regulations and safety protocols during all aspects of ramp agent duties.
- Increased aircraft security by performing thorough checks of cargo holds, ensuring compliance with regulations.
- Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency.
- Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
- Operated equipment while observing standard safety procedures.
- Helped train new employees in safe practices and procedures.
Reservation Agent
Lufthansa Airlines
Los Angeles
04.1995 - 06.2003
- Provided customers with information about availability and pricing.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of products and services.
- Resolved various issues and discrepancies for customers.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Developed rapport with key contacts within travel agencies leading to increased referral bookings and partnership opportunities.
- Consistently met performance targets in both call handling time and customer service ratings, contributing to the overall success of the reservations department.
- Boosted revenue with upselling additional services such as seat upgrades.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
Education
Hotel And Business Management
Landesberuffachschule
Landeck11.1990
Skills
- Superior customer service
- Efficient multitasking
- Professionalism and Courtesy
- Effective problem solving
- Accurate data entry
- Resourceful Conflict Resolution
- Proactive Initiative
- Advanced Time Management
- Organized Documentation
- Strong decision-making
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Multitasking
- Excellent Communication
- Organizational Skills
- Adaptability and Flexibility
- Self Motivation
- Reliability
- Adaptability
- Professionalism
- Interpersonal Skills
- Team building
- Strong multitasking
- Problem-solving abilities
Languages
German
Native or Bilingual
Timeline
Airport Ramp Agent
JetBlue Airlines
02.2009 - 02.2024
Airport Operations Agent
JetBlue Airlines
09.2006 - 02.2024
Airport Customer Service Agent
JetBlue Airlines
06.2004 - 02.2024
Reservation Agent
Lufthansa Airlines
04.1995 - 06.2003
Hotel And Business Management
Landesberuffachschule