Jacquelyn Jones
Houston
Summary
Bilingual customer service professional with extensive experience in assisting diverse clientele and handling high-pressure situations. Adept at providing exceptional service, resolving issues, and utilizing technology to support customer needs. Seeking to apply strong communication, problem-solving, and customer service skills
Overview
6
6
years of professional experience
Work History
Baggage Service Agent / Customer Service Agent
Fenix Logistix
09.2023 - Current
- Greet passengers, verify travel documents, and check in luggage and tickets.
- Provide travel information and assistance with seat assignments, boarding passes, and luggage labeling.
- Handle customer concerns and resolve issues related to ticketing, baggage, and flight procedures.
- Utilize computerized systems for efficient data entry and accurate passenger tracking.
- Provided exceptional customer service by managing baggage handling, assisting passengers with inquiries, and addressing issues related to lost or damaged baggage.
- Answered 90+ inbound customer calls daily, addressing flight status inquiries, booking changes, cancellations, baggage claims, and other airline-related concerns.
Supervisor
Swissport Cargo Services
10.2021 - 04.2023
- Managed a team of customer service agents, ensuring smooth operations at check-in counters and gates.
- Trained new employees and provided feedback to improve team performance and customer service standards.
- Handled customer complaints and escalated issues as necessary, maintaining professionalism under pressure.
- Ensured compliance with safety and security regulations, contributing to the overall passenger experience.
Airline Service Operator
Swissport Cargo Services
02.2020 - 09.2021
- Managed inbound and outbound phone calls, providing flight and baggage information, resolving customer inquiries, and assisting with booking changes.
- Addressed and resolved issues with delayed flights, lost luggage, and passenger concerns.
- Coordinated flight operations, including tracking the number of passengers, luggage, and fuel distribution.
- Ensured weight distribution compliance, preventing overloading of aircraft, and maintained operational efficiency.
- Worked closely with flight crews and ground staff to ensure smooth and safe aircraft departures.
Customer Service Agent
Hallmark Aviation
11.2019 - 01.2020
- Delivered high-quality customer service in a fast-paced airport environment.
- Verified travel documents and provided information on baggage restrictions, flight delays, and check-in procedures.
- Assisted customers in using self-service kiosks and addressed issues related to flight status and baggage handling.
Customer Service Agent
Swissport Cargo Services
01.2019 - 09.2019
- Provided customer assistance with ticketing, baggage handling, and boarding processes.
- Managed customer inquiries, complaints, and requests, ensuring satisfaction in all interactions.
- Demonstrated conflict resolution skills when handling upset passengers or difficult situations.
Education
High School Diploma -
Andy Dekaney High School
Houston06.2018
Skills
- Microsoft Word
- Microsoft Excel
- Ticketing and Reservation Systems
- Cash Handling
- Financial Transactions
- Data Entry
- Call Documentation
- Record Keeping
- Customer Service Excellence
- Team Collaboration
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Baggage Service Agent / Customer Service Agent
Fenix Logistix
09.2023 - Current
Supervisor
Swissport Cargo Services
10.2021 - 04.2023
Airline Service Operator
Swissport Cargo Services
02.2020 - 09.2021
Customer Service Agent
Hallmark Aviation
11.2019 - 01.2020
Customer Service Agent
Swissport Cargo Services
01.2019 - 09.2019
High School Diploma -
Andy Dekaney High School
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