Jessa Mae Etrata

Astoria

Summary

Customer service professional with experience in fast-paced environments, supporting clients and ensuring their safety and needs are met. Calm under pressure with strong communication and problem-solving skills, experienced in handling challenging situations professionally. Motivated to continue learning and contribute to a positive team environment.

Overview

years of professional experience

Work History

Airport Passenger Service Agent / Lead

Japan Airlines (JAL)

New York

01.2024 - Current

Assisted passengers with check-in, boarding, and special requests to enhance travel experience.
Verify travel documents and ensure compliance with airline and airport procedures.
Support boarding operations and ensure compliance with safety and security procedures.
Provided accurate information and coordinated with airline staff to ensure efficient flight handling.
Coordinate with flight operations and dispatch teams regarding delays, gate changes, cancellations, and operational updates.
Use the Amadeus reservation system for booking, rebooking, seat assignments, and itinerary management.
Resolved passenger concerns professionally, contributing to high customer satisfaction levels.

Part-Time Caregiver

Manhattan

01.2024 - 01.2025

Provided emotional support and companionship.
Coordinated transportation for appointments and errands.
Maintained a clean, safe, and comfortable environment.
Monitored clients' conditions and reported changes to families or healthcare providers.

Grocery Store Associate

Twin Filipino Store

Astoria

01.2019 - 01.2023

Assisted with unloading deliveries and organizing inventory.
Helped customers locate products and answered inquiries.
Maintained a clean and organized store.
Reported inventory shortages to management.

Education

Associate of Applied Science (A.A.S.) - Radiologic Technology

LaGuardia Community College

Long Island City, NY

Skills

Airline Operations & Gate Management
Passenger Assistance & Check-In Operations
Airline software proficiency
Ticketing knowledge

Team collaboration
Conflict Resolution
Attention to detail
Effective communication

Languages

English
Tagalog

Timeline