JEOFFRY DAPANAS
Mesa,AZ
Summary
Customer service and aviation professional with a background in flight attendant and passenger service roles. Brings clear communication, adaptable support, and calm handling of check-in, boarding, rebooking, delays, and special assistance while maintaining safety and a positive passenger experience.
Overview
18
18
years of professional experience
Work History
Customer Service Agent
Southwest Airlines
Phoenix, Arizona
04.2026 - Current
- Check-In and Ticketing: Greet passengers, verify travel documents, weigh and tag luggage, issue boarding passes, and handle seat assignments or upgrades.
- Gate Operations: Manage boarding processes, scan passes, make public address announcements, and coordinate seating or rebooking for overbooked flights.
- Customer Support: Answer inquiries regarding flight schedules, gate locations, and airport facilities.
- Disruption Management: Handle flight delays, cancellations, missing luggage claims, and rebooking passengers with calm professionalism.
- Special Assistance: Assist unaccompanied minors, elderly passengers, or travelers needing mobility accommodations.
- Assisted Southwest Airlines customers with reservations, ticket changes, and travel questions.
- Coordinated baggage handling, tag printing, and lost luggage support.
- Rebooked travelers during flight delays, cancellations, and irregular operations.
- Explained boarding procedures, luggage policies, and flight information to customers.
- Resolved customer concerns with calm communication and active listening.
- Supported gate operations, boarding announcements, and departure coordination.
- Resolved customer complaints quickly and efficiently.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Answered incoming calls promptly and professionally within company standards.
- Provided product information to customers in a timely manner.
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Managed a high volume of customer interactions during peak hours. of inbound and outbound customer calls.
- Developed strategies for handling difficult customers effectively while maintaining professionalism.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to a supervisor.
- Processed refunds, returns, exchanges, and order cancellations according to policy.
Caregiver
Golden Living Home
Queen Creek, AZ
09.2025 - Current
- Assisted residents with activities of daily living to support health and dignity.
- Helped Golden Living Home residents with bathing, dressing, and grooming routines.
- Monitored resident comfort and safety, promptly addressing changes in condition to ensure quality care.
- Assisted clients with daily living tasks, enhancing comfort and independence through laundry, housekeeping, and shopping support.
- Followed care plans and household routines to support daily resident needs.
- Repositioned residents and facilitated mobility using safe lifting and transfer methods, promoting overall well-being.
- Maintained clean living spaces, bedding, and personal care areas at Golden Living Home.
- Supported light housekeeping tasks, including laundry, meal prep, and grocery shopping.
- Documented care activities and reported concerns to nursing staff promptly.
Passenger Service Agent
Swissport
Phoenix, AZ
01.2026 - 04.2026
- Utilized computer systems such as SABRE or Amadeus for booking flights, assigning seats, and printing tickets.
- Assisted passengers with check-in procedures including verifying identification documents and issuing boarding passes.
- Delivered timely responses to inquiries and resolved passenger complaints, enhancing overall customer satisfaction.
- Guided passengers through security checkpoints and to correct terminal(s).
- Verified travel documents and tickets, providing passenger boarding passes once completed.
- Coordinated gate operations for efficient boarding and passenger flow, managing announcements, seating assignments, and standby lists.
- Demonstrated strong communication skills while interacting with customers, colleagues, and management personnel.
- Provided quality customer service by employing effective problem-solving techniques to address and resolve difficult customer situations.
- Assisted unaccompanied minors according to airport procedures to facilitate child safety.
- Facilitated special needs requests from passengers such as wheelchair assistance or unaccompanied minor services.
- Resolved conflicts among passengers arising from seating arrangements or other issues within the cabin environment.
- Tracked incoming flights using advanced aviation software programs like FlightAware or FlightStats in order to provide accurate arrival times for passengers awaiting connecting flights.
Flight Attendant
Emirates Airlines
Dubai
06.2008 - 07.2020
- Trained in emergency evacuation procedures, CPR, and First Aid.
- Provided detailed instructions on emergency procedures and ensured all passengers had the necessary information before takeoff.
- Met and exceeded airline safety requirements for a safe flight experience.
- Enforced aircraft and passenger compliance with safety protocols, procedures, and regulations.
- Performed pre-flight checks of equipment and safety features to guarantee safe flight conditions.
- Maintained composure during passenger complaints and medical emergencies in high-pressure situations.
- Resolved conflicts between passengers and handled difficult customers with effective problem-solving skills.
- Provided timely and professional assistance to passengers, demonstrating strong customer service skills.
- Developed effective communication strategies with crew members to ensure smooth operations during flights.
Education
Bachelor of Arts - BACHELOR OF ARTS IN MASS COMMUNICATION
CAGAYAN DE ORO COLLEGE
PHILIPPINESSkills
- Customer orientation
- Clear communication
- Problem solving
- Conflict resolution
- Attention to detail
- Adaptability
- Decision making
HOBBIES AND INTERESTS
Camping, Cooking, Gardening, Hiking
Timeline
Customer Service Agent
Southwest Airlines
04.2026 - Current
Passenger Service Agent
Swissport
01.2026 - 04.2026
Caregiver
Golden Living Home
09.2025 - Current
Flight Attendant
Emirates Airlines
06.2008 - 07.2020
Bachelor of Arts - BACHELOR OF ARTS IN MASS COMMUNICATION
CAGAYAN DE ORO COLLEGE