Josseline Curameng
Monterey Park,CA
Summary
Proven in enhancing customer satisfaction and loyalty, I leveraged my expertise in itinerary planning and empathetic communication at Hawaiian Airlines and Swissport. By crafting personalized travel experiences and resolving issues efficiently, I significantly improved service quality and operational efficiency, showcasing my ability to thrive in high-volume environments and navigate the complexities of the travel industry.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Hawaiian Airlines
Las Vegas, NV
12.2022 - 06.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
Passenger Service Agent
Swissport
Las Vegas, NV
05.2022 - 12.2022
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies, working with Korean Airlines
Remote Travel Agent
RNJ Getaways Under Xstream Travel
02.2015 - 02.2018
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Designed personalized vacation experiences based on thorough understanding of each client''s interests, budget constraints, and desired outcomes.
- Increased client satisfaction by creating customized travel itineraries tailored to individual preferences and needs.
- Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Streamlined booking processes for improved efficiency and reduced wait times for customers.
- Improved overall revenue by upselling additional services such as excursions, insurance, and upgraded accommodations when appropriate.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers, especially Disney course for Travel Agents
Education
Passenger Service Agent
Philippine Airlines Learning Center
Manila Philippines06.1996
Bachelor of Science - Biological Sciences
University of California, Irvine
Irvine, CA06.1995
Skills
- Itinerary Planning
- Travel industry expertise
- High volume environments
- Travel research
- Geography Knowledge
- Travel Arrangements
Languages
Japanese
Elementary
Timeline
Customer Service Representative
Hawaiian Airlines
12.2022 - 06.2023
Passenger Service Agent
Swissport
05.2022 - 12.2022
Remote Travel Agent
RNJ Getaways Under Xstream Travel
02.2015 - 02.2018
Passenger Service Agent
Philippine Airlines Learning Center
Bachelor of Science - Biological Sciences
University of California, Irvine