Gabriela Ramirez
Orlando,USA
Summary
Passionate Passenger Service Agent with experience in checking in passengers, managing baggage checks, and ensuring aircraft safety. Successfully promoted to Primary Baggage Agent and Turn-around Coordinator for Virgin Atlantic, managing loading activities and weight restrictions for B787-9/A330/A350. Demonstrated strong communication skills while interacting with customers, colleagues, and management personnel. Developed soft skills in motivating employees and training junior team members. Proficient in hard skills such as cash management and lost baggage tracing.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Passenger Service Agent
Swissport USA/Virgin Atlantic
02.2024 - Current
- Announced flight status updates and information about gate changes over PA system.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Tagged baggage and routed to appropriate location for loading and screening.
- Oversaw ticketing, gate and ramp services.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Increased overall efficiency by cross-training in various roles within the airport terminal operations team.
- Rescheduled flights, issued refunds and assisted passengers with alternative travel arrangements.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Aided passengers in locating lost luggage by effectively liaising with baggage claim representatives and other airline staff members.
- Demonstrated adaptability by adjusting quickly to changes in flight schedules or gate assignments.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Monitored and processed ticket sales, refunds and upgrades to meet diverse passenger needs.
Passenger Service Agent
Swissport/Virgin Atlantic
08.2022 - 12.2023
- Checking in Passengers
- Aircraft Checks
- Service Quality
- Status Updates
- Baggage Checks
- Ramp Service
- Motivating Employees
- Training Junior Team Members
- Investigating Problems
- Jet Bridge Placement
- Work Assignments
- Boarding Support
- Performance Improvement
- Baggage Handling Procedures
- Lost Baggage Tracing
- Assisted passengers with check-in procedures including verifying identification documents and issuing boarding passes and bag tags
- Utilized computer systems such as SNAPP and TERM, later, after improving with my experience, I learned and was promoted to Primary Baggage Agent, dominating and licensed to work with WorldTracer and SafeTrac
- Recently I became a Turn-around coordinator (TCO) for Virgin Atlantic, verified and with valid license, making me able to safely unload, load, fuel, planning and manage weight and balance for aircrafts, currently i work with B7879/A330/A350
- Demonstrated strong communication skills while interacting with customers, colleagues, and management personnel
- Kept up-to-date with new airline policies and procedures regarding customer service standards
- Monitored aircraft loading activities to ensure that all cargo is properly loaded onto the plane according to weight restrictions
- Lost, delayed, and misdirected baggage for customers
Food Service Worker
P.Pole Pizza
01.2022 - 06.2022
- Successfully handled multiple tasks simultaneously while maintaining accuracy throughout the shift
- Maintained cleanliness of work area including counters, tables, shelves, grills, fryers, ovens and refrigeration equipment
- Developed strong interpersonal skills while interacting with customers and coworkers in a fast-paced environment
Education
HIGH SCHOOL DIPLOMA -
Coral Gables Senior High School
Miami05.2022
Skills
- Cash Management
- Checking in Passengers
- Aircraft Checks
- Service Quality
- Status Updates
- Baggage Checks
- Ramp Service
- Motivating Employees
- Training Junior Team Members
- Investigating Problems
- Jet Bridge Placement
- Work Assignments
- Boarding Support
- Performance Improvement
- Baggage Handling Procedures
- Lost Baggage Tracing
Certification
- WorldTracer
- TCO
- Ramp Security
- Dangerous Goods
- PPE
References
- Cynthia Astudillo, MIA Airport PSA Manager, Swissport, cynthia.astudillo@swissport.com
- Karl King, MIA Airport Station Manager, Virgin Atlantic Airways, Karl.King@fly.virgin.com
Accomplishments
Licensed by Virgin Atlantic to operate doors and dispatching flights.
Languages
English
Professional Working
Spanish
Native or Bilingual
Timeline
Passenger Service Agent
Swissport USA/Virgin Atlantic
02.2024 - Current
Passenger Service Agent
Swissport/Virgin Atlantic
08.2022 - 12.2023
Food Service Worker
P.Pole Pizza
01.2022 - 06.2022
HIGH SCHOOL DIPLOMA -
Coral Gables Senior High School
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