Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

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
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
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
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
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
Landeck
11.1990

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

Similar Profiles

CREATE PROFILE
Elke Schragl