Julia Austin SEWELL
Vienna
Summary
Dedicated Guest Service Agent with expertise in conflict resolution and customer relationship management. Proven ability to enhance guest experiences through proactive service and effective team collaboration. Skilled in reservation systems and managing multiple tasks in fast-paced environments, ensuring customer satisfaction and seamless operations.
Overview
20
20
years of professional experience
Work History
Guest service agent
Spirit Airlines Inc.
Ft. Lauderdale
11.2021 - 05.2026
- Assisted passengers with check-in procedures and boarding processes.
- Facilitated communication between passengers and airline staff for inquiries.
- Managed reservation systems to ensure accurate flight information.
- Resolved passenger concerns and complaints with empathy and professionalism.
- Provided detailed information on flight schedules and gate changes.
- Maintained cleanliness and organization in the guest service area.
- Collaborated with team members to enhance the overall guest experience.
- Greeted guests with a friendly and welcoming attitude.
- Managed guest check-in and check-out procedures, reservations, and payments.
- Processed guest payments quickly and efficiently.
- Assisted in resolving customer complaints in a courteous and professional manner.
Rental Sales Agent
AvisBudget
Ft. Lauderdale
07.2013 - 2021
- Assisted customers with vehicle selection and rental agreements.
- Processed rental transactions using company software systems.
- Provided information on rental policies and vehicle features.
- Coordinated vehicle returns and conducted inspections for damage.
- Maintained cleanliness and organization of rental area .
- Resolved customer inquiries and concerns promptly and professionally.
- Collaborated with team members to ensure smooth daily operations.
- Trained new staff on rental processes and customer service standards.
- Greeted customers and provided excellent customer service.
- Inspected returned vehicles for damage upon return; recorded damages on check-in sheet; notified management if additional charges were necessary.
- Explained rental policies to customers and answered questions about contracts and agreements.
- Received incoming calls from existing and potential clients inquiring about available car models and prices for rent or lease purposes.
- Handled customer complaints promptly and professionally to maintain a high level of customer satisfaction.
- Assisted customers in selecting rental vehicles that met their needs, budget, and preferences.
- Checked vehicle condition both before and after rentals to ensure safety of all drivers.
- Completed paperwork such as rental agreements, credit card forms, accident reports. accurately and efficiently.
- Maintained knowledge of local attractions and events to suggest activities to customers when requested.
- Attended training sessions regularly to stay up-to-date on new products, services, company policies and procedures.
- Processed reservations for customers over the phone or at the counter.
- Collected payment by processing credit card transactions.
Rental Sales Agent
Hertz Car Rental
Ft. Lauderdale
07.2006 - 06.2013
- Assisted customers with vehicle selection and rental agreements.
- Processed rental transactions using company software systems.
- Provided information on rental policies and vehicle features.
- Coordinated vehicle returns and conducted inspections for damage.
- Resolved customer inquiries and concerns promptly and professionally.
- Collaborated with team members to ensure smooth daily operations.
- Trained new staff on rental processes and customer service standards.
- Greeted customers and provided excellent customer service.
- Inspected returned vehicles for damage upon return; recorded damages on check-in sheet; notified management if additional charges were necessary.
- Explained rental policies to customers and answered questions about contracts and agreements.
- Received incoming calls from existing and potential clients inquiring about available car models and prices for rent or lease purposes.
- Handled customer complaints promptly and professionally to maintain a high level of customer satisfaction.
- Assisted customers in selecting rental vehicles that met their needs, budget, and preferences.
- Answered inquiries from potential customers regarding availability of different types of vehicles, prices, and other related information.
- Advised on options and used upselling techniques to promote optional extras to customers according to specific needs.
- Checked vehicle condition both before and after rentals to ensure safety of all drivers.
- Answered telephones to assist customers and resolve issues.
Education
High School Diploma -
St Hilda’s High School
Browns Town ,St Ann,Jamaica 06-1987
Skills
- Reservation management
- Customer relationship management
- Payment processing
- Customer engagement
- Ticket sales
- Conflict resolution
- Complaint resolution
- Problem solving
- Time management
- Adaptability to change
- Team collaboration
- Team player mentality
- Listening skills
- Staff training
- Vehicle inspection
Accomplishments
- Employee of the month award winner
- Rental sales agent of the month
Timeline
Guest service agent
Spirit Airlines Inc.
11.2021 - 05.2026
Rental Sales Agent
AvisBudget
07.2013 - 2021
Rental Sales Agent
Hertz Car Rental
07.2006 - 06.2013
High School Diploma -
St Hilda’s High School