Hawa Sow
Jamaica,NY
Summary
Bilingual, reliable, and hardworking professional with experience in customer service, financial services & business practices, and management. Capable of problem solving and multi-tasking independently and accomplishing tasks in a timely manner. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Gate Lead
Hallmark Aviation Services(Emirates airlines)
- Brief the crew at the gate
- Check gate comments, boarding passes and connecting flight passengers
- Assist passengers on the flight
- Make sure the boarding goes well and all agents are in place
- Update load control about any update
- Close boarding, print paperwork for the crew.
Flight Controller
Hallmark Aviation Services(Emirates airlines)
- Edit the flight
- Print crew tags
- Answer checking agents queries
- Process upgrades and downgrades, seat changes
- Set up catering figures
- Close the flight.
Ticket agent
Hallmark Aviation Services(Emirates airlines)
- Establish passengers' reservation history, collect fees, explain airline rules and regulations
- Explaining applicable fees and taxes for each ticket
- Collect payment from customers for airline tickets, including cash, credit card transactions
- Process upgrade and issue boarding passes for customers.
Arrivals agent
Hallmark Aviation Services(Emirates airlines)
- Meet and assist as needed through arrival
- Support for passenger with special needs such as unaccompanied minors(UM), VIP passengers and passengers needing wheelchair assistance
- Direct passengers through customs, immigration
- Make public address announcements as required
- Process all the arrivals paperwork and clear the flight.
Load Control(CLC agent in training)
Hallmark Aviation Services(Emirates airlines)
- Establish baggage count and provide numbers of containers adequately
- Share the baggage plan with cargo and Dnata
- Update the LC log with containers numbers
- Fill out the BRs sheet
- Print out the flight plan and General declaration for the departures flights
- Communicate with cargo about potentials cargo on the flight
- Print the Notification for the captain and loading supervisor to sign
- Supervise bag room agents during the loading process
- Comply with airlines SOP during loading(dangerous goods, wheelchair…)
- Release loadsheet.
Customer service representative
Legal and General America Call Center
02.2016
- Took customer calls and provided accurate, satisfactory answers to their queries and concerns
- De-escalated situations involving dissatisfied customers, offering patient assistance and support
- Called clients and customers to inform them about the company's new products, services, and policies
- Reviewed customer or client accounts, provided updates and information about billing, shipping & warranties.
Customer Service agent
Hallmark Aviation Services(Emirates airlines)
07.2021 - Current
- Accepting, checking and tagging customers' baggage at kiosks
- Processing and completing credit card baggage transactions and kiosks
- Performing clearance and verification of documents at kiosks
- Queuing lines in ticket counter areas.
Supervisor
Compass Group (Flik Hospitality)
10.2019 - 03.2020
- Promoted from Lounge attendant
- Analyzed past and present Inventory in order to project future need
- Partnered with upper management to resolve larger issues
- Organized workflow and ensuring that employees understand their duties or delegated tasks
- Pass on information from upper management to employee and vice versa
- Receive complaints and resolve problems.
Passenger Agent
Swissport
04.2019 - 03.2020
- Assisted passengers with self-service check-in kiosks
- Kept passengers informed and made announcements to ensure important information is communicated about their itineraries, flights and luggage
- Utilized Swissport Standard Operating Procedures (SOP's) to resolve conflict as it relates to passengers' inquiries and other related issues.
Human Resources Assistant
06.2013 - 09.2014
- Assisted HR leads with recruiting efforts, hiring, and employee relation activities
- Retained employee files and recordkeeping
- Supported department functions and other ad hoc duties as assigned
- Assisting with the identification, selection and interviewing of candidates
- Scheduling meetings, events, interviews.
Education
DACP Program -
NYU College of Dentistry
New York, NY07.2024
Queens Library
New York, NY06.2021
Swissport USA
New York, NY02.2019
Bachelors of Arts in Economics -
University of Kofi Annan
Conakry, Guinea05.2014
Skills
- Chairside Assisting
- Dental Radiography
- Infection Control Procedures
- Patient Management
- Dental Software Proficiency
- Sterilization Techniques
- Dental impressions and Casts
- Inventory Management
- Training and coaching
- Team Building and Motivation
- Computer Skills
- Attention to Detail
- Positive Attitude
- [Language] Fluency
Certification
- Digital Literacy IC3
- Dental assistant program NYU(2024-Present)
Languages
French
Native or Bilingual
Spanish
Elementary
Timeline
Customer Service agent
Hallmark Aviation Services(Emirates airlines)
07.2021 - Current
Supervisor
Compass Group (Flik Hospitality)
10.2019 - 03.2020
Passenger Agent
Swissport
04.2019 - 03.2020
Customer service representative
Legal and General America Call Center
02.2016
Human Resources Assistant
06.2013 - 09.2014
Gate Lead
Hallmark Aviation Services(Emirates airlines)
Flight Controller
Hallmark Aviation Services(Emirates airlines)
Ticket agent
Hallmark Aviation Services(Emirates airlines)
Arrivals agent
Hallmark Aviation Services(Emirates airlines)
Load Control(CLC agent in training)
Hallmark Aviation Services(Emirates airlines)
DACP Program -
NYU College of Dentistry
Queens Library
Swissport USA
Bachelors of Arts in Economics -
University of Kofi Annan
- Digital Literacy IC3
- Dental assistant program NYU(2024-Present)
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