Joey Katindig
Humble,TX
Summary
Customer Service Agent with over 25 years of experience in Airline Industry. Hardworking, organized and dependable and successful at managing multiple priorities with positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
25
25
years of professional experience
Work History
Airline Customer Service Agent
United Airlines
Houston, TX
05.1999 - Current
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Increased repeat business through personalized interactions and building rapport with customers.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Streamlined check-in processes for faster service, resulting in reduced wait times.
- Fostered a welcoming environment at the gate area by engaging in friendly conversations with travelers and attending promptly to their concerns.
- Adapted communication style based on each individual''s needs, providing clear instructions for non-native English speakers or those requiring additional support.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- 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.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
- Conducted thorough ticket verification to maintain airline security standards and prevent fraud incidents.
- Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Expedited lost luggage retrieval by coordinating efforts between ground crew and airline staff effectively.
- Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
- Proved successful working within tight deadlines and a fast-paced environment.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Education
Bachelor of Arts - Organizational Management
Eastern College
St Davids, PA05.1994
High School Diploma -
Cardinal Dougherty High Schgool
Philadelphia, PA05.1985
Skills
- Issue Resolution
- Commercial Travel
- Staff Training
- Problem-Solving
- Special Needs Assistance
- Customer Service
- Airline Policies
- Passenger Assistance
- Regulatory Compliance
- Travel bookings
Timeline
Airline Customer Service Agent
United Airlines
05.1999 - Current
Bachelor of Arts - Organizational Management
Eastern College
High School Diploma -
Cardinal Dougherty High Schgool