KAREN ALI
Laurel,MD
Summary
Experienced customer service professional with 29 years in airline reservations, passenger services, and airport gate operations. Expertise in assisting customers, resolving issues, and delivering travel information in fast-paced environments. Strong communication, problem-solving, and multitasking skills. Aiming to leverage commitment to customer satisfaction in a remote customer service role.
Overview
29
29
years of professional experience
Work History
Customer Service Agent / Gate Agent
United Airlines
10.1998 - 05.2024
- Delivered professional customer service while assisting passengers with travel-related questions and concerns.
- Assisted customers with flight information, boarding procedures, seat assignments, and travel updates to ensure smooth travel experiences.
- Resolved customer complaints while guiding passengers through delays, cancellations, and missed connections to enhance satisfaction.
- Assisted passengers with rebooking and itinerary changes when travel plans were disrupted.
- Followed established company policies, safety guidelines, and service procedures.
- Managed multiple customer needs in a fast-paced environment while maintaining attention to detail.
- Supported passengers with diverse needs, focusing on delivering positive customer experiences in a dynamic environment.
Reservation Agent
United Airlines
09.1995 - 10.1998
- Facilitated flight reservations and travel arrangements for customers, ensuring smooth booking experiences.
- Provided information about flight schedules, fares, seating, and airline policies.
- Managed reservation changes, cancellations, and itinerary adjustments, enhancing customer satisfaction and travel flexibility.
- Responded to customer questions and resolved travel-related concerns.
- Maintained accurate passenger and reservation information.
- Communicated professionally with customers while handling multiple requests.
- Provided courteous and dependable service, guiding customers in planning their travel effectively.
Education
High School Diploma / GED -
Skills
- Flight Itinerary Management
- Complaint resolution
- Telephone-Based Customer Assistance
- Remote Customer Service
- Data Accuracy and Information Management
- Written and Verbal Communication
- Multitasking and Time Management
- Detail orientation
- Professionalism and Customer Satisfaction
- Client relations
- Conflict resolution
- Teamwork and Collaboration
ADDITIONAL QUALIFICATIONS
- Nearly 29 years of airline industry experience
- Experienced in assisting customers with diverse needs
- Able to manage competing priorities in time-sensitive environments
- Strong customer-focused approach and professional communication
- Adaptable to changing procedures, customer needs, and workplace expectations
Timeline
Customer Service Agent / Gate Agent
United Airlines
10.1998 - 05.2024
Reservation Agent
United Airlines
09.1995 - 10.1998