Janis Manu
Anchorage,AK
Summary
Dynamic customer service professional with a proven track record at ConocoPhillips, excelling in baggage handling and lost baggage tracing. Recognized for exceptional adaptability and effective communication, I consistently enhance passenger satisfaction by resolving issues swiftly and maintaining order during high-pressure situations. Committed to delivering outstanding service and fostering teamwork.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Customer service Agent with over 20 years of experience in Aviation Industry . Works to answer all passengers questions via phone or email to reach positive outcomes.
Overview
25
25
years of professional experience
Work History
Customer Service Ticket Counter Agent
ConocoPhillips
07.2014 - Current
- Verified passenger documentation to ensure compliance with travel requirements.
- Managed flight proactively, minimizing disruptions and maintaining customer satisfaction.
- Coordinated with other airlines resolving delayed or missed luggage for passengers traveling on commercial airlines.
- Provided passengers with up-to-date flight information, managing expectations during delays or cancellations.
- Resolve any damaged or lost baggage claims resulting with reimbursement or replacement of baggage.
- Handled baggage check-in efficiently, reducing wait times for passengers at the airport counter.
- Maintained accurate records of time for each flight departures for reports to support management.
- Board passengers at the gate, monitor any oversize carryon, give the correct zone counts for passengers on the flight, verify passenger matches with the flight attendants, print out the final manifest for the flight crews.
- Communicates with ramp, screeners, security guard, AOS, and ticket counter daily for any information regarding flights or irregular operations.
- Maintain monthly records of baggage claims and expenses for end of month reports.
Customer Service Ticket Agent
PDS Technical Services
12.2012 - 07.2014
- Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
- Assisted passengers with ensuring a comfortable and stress-free travel experience.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Kept passengers informed about flight status updates via timely announcements and personal interactions.
- Provided follow through on all calls with damaged or lost baggage claims.
Customer Service Ticket Agent
SkyWest Airlines
02.2000 - 08.2012
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
- Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- Streamlined check-in processes for faster service, resulting in reduced wait times.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Expedited lost luggage retrieval by coordinating efforts between ground crew and airline staff effectively.
- Proactively assisted passengers with baggage issues, minimizing delays and enhancing satisfaction.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Baggage Agent, located missing or delayed baggage, handle damaged claims and set up delivery of delayed baggage to passengers residence.
- Ramp Agent working on the ramp, loading and offloading luggage, offload all checked luggage to carousel, wing walker, rover, cleaned aircraft and sorted baggage on baggage carts, and delivered bags to other airlines, assist with wheelchair passengers on the ramp to the aircraft.
Education
General Education
Palomar High School
Chula Vista, CA06-1993
Skills
- 12 years of experience with ilogistics
- Customer service professional with over 20 years of experience
- Baggage handling procedures
- Lost baggage tracing
- Teamwork and collaboration
- Multitasking Abilities
- Phone and email etiquette
- Reliability
- Adaptability and flexibility
- Computer proficiency
- Microsoft Excel
- Microsoft outlook
- Follow-up skills
- Check-in procedures
Accomplishments
- Collaborated with team of 2 in the development of QR Codes for Damage and Lost baggage claims.
- Used Microsoft Excel to develop inventory tracking spreadsheets for baggage office.
Timeline
Customer Service Ticket Counter Agent
ConocoPhillips
07.2014 - Current
Customer Service Ticket Agent
PDS Technical Services
12.2012 - 07.2014
Customer Service Ticket Agent
SkyWest Airlines
02.2000 - 08.2012
General Education
Palomar High School
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