JENNER PESUT
Manassas,VA
Summary
Guest-oriented Reservation Agent with advanced-level reservation and customer service skills. Proficient in effectively managing daily correspondences and operational tasks to exceed customers' expectations and expand customer base. Friendly, organized and hardworking with strong skills in Amadeus and,Microsoft Suite.
Overview
1
1
Certification
Work History
Ticket Agent
AUSTRIAN AIRWAYS
New York , NY
2006 - 2009
- Assisted travelers with special needs or requests during check-in process.
- Updated passenger information into the system prior to departure.
- Verified passenger identification documents for international flights.
- Entered information in AMADEUS system to maintain updated details related to customer ticket orders, reservations and payment method.
- Helped travelers find locations within airport complex.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Processed reservation changes and cancellations for customers.
- Resolved customer complaints in a professional manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
Reservation Agent
Czech Airlines
New York , NY
2004 - 2005
- Scheduled reservation requests and maintained accurate records of bookings.
- Processed various forms of payment and applied travel vouchers to help customers obtain tickets.
- Suggested amenities suited to clients' needs.
- Researched and resolved customer issues.
- Performed daily audits of reservation data to ensure accuracy.
- Took reservations from patrons by phone or online.
- Ensured all reservations were properly documented in the system.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Relayed information on availability, pricing and discounts to customers.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
Reservation Agent
Finnair
New York , NY
1994 - 2003
- Took reservations from patrons by phone or online.
- Built and maintained productive relationships with employees.
- Ensured all reservations were properly documented in the system.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Generated reports on occupancy rates, cancellations, and no-shows.
- Identified opportunities for cross-selling other products or services.
- Relayed information on availability, pricing and discounts to customers.
- Processed customer payments for reservations over the phone.
- Reviewed guest information and payment options, checking for accuracy and completeness.
Education
Associate of Applied Science - Liberal Arts And General Studies
Borough of Manhattan Community College of The City University of New York
New York, NY01-1975
Skills
- Payment Processing
- Process Improvement
- Data Entry
- Ticket Sales
- AMADEUS System Proficiency
- POS Systems
- Queue Management
- Order and Payment Processing
- Accurate Data Entry
- Reservation Management
- Customer Service-Oriented
Certification
- Travel and Tourism Certficate
Affiliations
- President of the International women's club in Zagreb, Croatia.
Timeline
Ticket Agent
AUSTRIAN AIRWAYS
2006 - 2009
Reservation Agent
Czech Airlines
2004 - 2005
Reservation Agent
Finnair
1994 - 2003
Associate of Applied Science - Liberal Arts And General Studies
Borough of Manhattan Community College of The City University of New York
- Travel and Tourism Certficate
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