Erika LUCIEN
Cambridge,MA
Summary
Customer-focused professional willing to go extra mile to meet customer needs, increase satisfaction and promote loyalty. Expertly handles diverse concerns with solution-focused mindset and attention to detail. Passionate and customer-service oriented Passenger Service Agent with over 5 years of experience in the Travel industry. Skilled in providing exceptional customer service to passengers, handling ticketing and boarding processes efficiently, and ensuring a seamless travel experience. Strong communication and problem-solving abilities, with a proven track record of dealing with high-pressure situations in a fast-paced airport environment. Committed to upholding airline standards and ensuring passenger satisfaction through personalized service.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Receptionist
Securitas Security Services USA
Boston, MA
10.2023 - Current
- Greeted, assisted guests, and visitors. Addressing inquiries and directing them to appropriate locations.
- Assisted guests with check-ins and check-outs in a timely manner.
- Answered, screened, and forwarded incoming phone calls while managing multi-line telephone systems.
- Greeted and assisted customers, addressing inquiries and directing them to appropriate locations.
- Managed customer complaints professionally, ensuring efficient resolution and maintaining customer satisfaction.
- Maintained the cleanliness and organization of the lobby area and front desk counter.
Passenger Service Agent
Swissport
Boston, MA
05.2023 - 09.2023
- Informed passengers of any changes in flight schedules or other travel related matters.
- Printed itineraries and tickets for passengers each day.
- Performed pre-flight inspections on aircrafts prior to departure.
- Weighed luggage and collected fees for excess baggage.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Prepared reports detailing daily activities including number of boarded passengers and revenue generated.
- Managed gate, ramp and cabin services for each flight.
- Carried and operated radio or pager to communicate with airport personnel.
- Worked with personnel in gate area by verifying passenger documents before boarding aircraft.
Education
Bachelor of Science - Hospitality Management
Lasell University
Newton, MA05-2025
Skills
- Boarding gate procedures
- Ticketing
- Check-in processes
- Passenger ramp assistance
- Boarding support
- Emergency and safety trained
- Communication skills
- Hospitality management
- Guest service skills
- Problem-solving skills
- Time management is efficient
Languages
French
Limited
Certification
Certified Guest Service Professional— American Hotel and Lodging Educational Institute - May 2023
The Certified Guest Service Professional (CGSP) designation is a credential that recognizes hospitality and tourism employees who provide exceptional customer service. It's considered the highest recognition in the industry and can be used as a foundation for other certification
Event Management Certified — Cvent - March 2023
Event Management Certification is designed for evet professionals who want to demonstrate their expertise and expand their skills in the event management solution.
Timeline
Receptionist
Securitas Security Services USA
10.2023 - Current
Passenger Service Agent
Swissport
05.2023 - 09.2023
Bachelor of Science - Hospitality Management
Lasell University
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