JOSHUA HOLMES
JURUPA VALLEY,CA
Summary
Knowledgeable airport services professional with 5+ years of progressive experience in the field. Good relationship-building and problem-solving abilities with a resilient and adaptable approach. Positive, upbeat and friendly team player. Dedicated professional versed in handling airline check-in services and managing baggage activities.
Efficient and hardworking with proactive attitude. Handles reservations and provides passengers with detailed travel information to resolve inquiries and foster satisfaction.
Kind Passenger Service Agent with considerable experience in airline and hospitality customer service. Assists passengers by interpreting flight schedules and relaying weather reports. Adept at working in stressful situations with little to no supervision.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
BRITISH AIRWAYS PLC
01.2020 - 04.2023
- Ensured flight safety by conducting thorough pre-flight checks and coordinating with flight crews.
- Reduced missed flights through proactive communication of boarding times and gate changes to waiting passengers.
- Upheld strict compliance to security protocols while checking travel documents at departure gates to ensure passenger safety.
- Expedited ticketing procedures for quicker processing times and reduced wait times for customers at the counter.
- Maintained a calm and professional demeanor during high-stress situations, effectively addressing passenger concerns and fostering a positive travel experience.
- Monitored and processed ticket sales, refunds and upgrades to meet diverse passenger needs.
Airport Passenger Service Agent
VIRGIN ATLANTIC
03.2018 - 01.2020
- Ensured flight safety by conducting thorough pre-flight checks and coordinating with flight crews.
- Reduced missed flights through proactive communication of boarding times and gate changes to waiting passengers.
- Monitored and processed ticket sales, refunds and upgrades to meet diverse passenger needs.
- Promoted positive passenger experiences during irregular operations by assisting stranded travelers with rebooking options or hotel accommodations when necessary.
- Educated passengers on safety procedures and provided assistance to disabled passengers
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Provided exceptional customer service to passengers, addressing concerns and resolving issues.
- Maintained accurate passenger records by diligently updating reservations systems with relevant information such as seat assignments, meal preferences, or special requests.
BARISTA
STARBUCKS
08.2015 - 03.2017
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Managed time efficiently in order to complete all tasks within deadlines.
- Processed orders and sent to bar employees for preparation.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
Education
Associate of Arts - Human Development And Family Studies
EASTERN FLORIDA STATE COLLEGE
Melbourne, FL07.2021
High School Diploma -
NORTH COAST INTEGRATED COLLEGE
COLERAINE NORTHERN IRELAND 06.2016
Skills
- Customer Education
- Medical terminology knowledge
- Warranty Service
- Problem Resolution
- Sales expertise
- Complaint Handling
- Customer Service
- Microsoft Excel
- Report Transcription
- Product Knowledge
Certification
- Sales Essentials Certificate
- CTA - Certified Travel Associate
Languages
English
Native or Bilingual
Spanish
Professional Working
Polish
Professional Working
Timeline
Customer Service Representative
BRITISH AIRWAYS PLC
01.2020 - 04.2023
Airport Passenger Service Agent
VIRGIN ATLANTIC
03.2018 - 01.2020
BARISTA
STARBUCKS
08.2015 - 03.2017
Associate of Arts - Human Development And Family Studies
EASTERN FLORIDA STATE COLLEGE
High School Diploma -
NORTH COAST INTEGRATED COLLEGE