Summary
Overview
Work History
Education
Skills
Timeline
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Gabriella Challenger

York,South Carolina

Summary

Final-semester Psychology student with a strong foundation in psychological theory, research methods, and interpersonal communication. Seeking an entry-level position to apply academic knowledge and develop skills in a practical setting, while supporting individuals and contributing to the field of mental health.

Overview

21
21
years of professional experience

Work History

Customer Service Agent

American Airlines
Charlotte, North Carolina
01.2022 - Current
  • Issue, reissue, and refund passenger tickets
  • Book, ticket, and confirm flight reservations
  • Rebook passengers on oversold flights and during irregular operations
  • Perform passenger check-in and passenger seat assignment (except curbside), rectify oversold seat assignments, and issue upgrades, also Issue vouchers and coordinate with contractors for passenger hotel accommodations, meals, and transportation; coordinate refueling and refresh
  • Assist customers needing special assistance or in-station; assist boarding, deplaning, and transporting non-ambulatory passengers, special assist passengers, and/or unaccompanied minors; also assist passengers with self-service kiosk check-in and kiosk baggage processing at ticket counters
  • Provide quality customer service in a professional manner and by American guidelines
  • Adhere to company policies, procedures, and performance standards and adhere to government regulations (e.g
  • DOT, FAA, TSA)

Customer Service Coordinator

American Airlines
Charlotte, North Carolina
01.2011 - 01.2022
  • Responsible for the overall performance within the work area
  • Require to lead and direct the work of other employees
  • Interprets government rules and requirements for domestic and international travel or cargo shipments
  • Provide assistance to distressed passengers and customers
  • Uses organizational skills to perform multiple tasks within a limited timeframe
  • Respond and assists during security and emergencies
  • Follows internal/external policies and procedures
  • May be required to drive and operate air stairs up to various types of aircraft to enplane and deplane passengers

Customer Service Agent

US Airways
Charlotte, North Carolina
01.2010 - 01.2011
  • Sell tickets and process ticket changes
  • Create and book reservations
  • Facilitate passenger boarding process
  • Log in tickets and complete sales reports
  • File lost and damaged luggage claims
  • Enforce safety and security

Customer Service Agent

Swissport USA INC
Queens, New York
01.2006 - 01.2010
  • Assisted customers with inquiries regarding products and services through phone, email, and chat.
  • Provided product information to customers in a timely manner.
  • Resolved customer complaints quickly and efficiently.
  • Maintained a high level of customer satisfaction by providing accurate and helpful responses.
  • Collaborated with other departments such as logistics and sales to resolve customer issues.
  • Developed strategies for handling difficult customers effectively while maintaining professionalism.
  • Updated customer records in the CRM system accurately with each interaction.
  • Created reports detailing customer interactions for management review.
  • Attended training sessions regularly to stay current on new products or services.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.

Sales Associate

Conway Inc.
Brooklyn, New York
01.2004 - 01.2006
  • Responsible for the management of sales and continually increasing sales volume within an assigned product line
  • Work with store management and visual merchandising staff to develop the positioning of new and existing merchandise to strategically increase sales volumes
  • Provide quality customer service and develop positive relationships with clientele to ensure a continually growing client base
  • Responsible for inventory control and managing in-stock levels of merchandise
  • Track daily, weekly, and monthly sales to ensure that all department goals are met
  • Assist with orientation and training for new sales staff

Education

Bachelor of Science - Psychology Pre-Counseling

Capella University
Minneapolis, MN
12.2024

High School Diploma -

The University State of New York
01.2004

Skills

  • JASP
  • Microsoft Office Suite
  • Excel
  • Word
  • PowerPoint
  • Google Suite
  • Data collection
  • Statistical analysis
  • Survey design
  • Literature review
  • Strong interpersonal communication
  • Written communication
  • Verbal communication
  • Active listening
  • Empathy
  • Team collaboration
  • Conflict resolution
  • Information Verification
  • Outstanding communication skills
  • De-Escalation Techniques
  • Information Updates
  • Customer Service
  • Payment Processing
  • Problem Resolution
  • Complaint Handling
  • Customer Complaint Resolution

Timeline

Customer Service Agent

American Airlines
01.2022 - Current

Customer Service Coordinator

American Airlines
01.2011 - 01.2022

Customer Service Agent

US Airways
01.2010 - 01.2011

Customer Service Agent

Swissport USA INC
01.2006 - 01.2010

Sales Associate

Conway Inc.
01.2004 - 01.2006

Bachelor of Science - Psychology Pre-Counseling

Capella University

High School Diploma -

The University State of New York

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Gabriella Challenger