MARBELLA FREDERICK
Wheaton,IL
Summary
Highly adaptable individual bringing several years of experience in customer service roles. Motivated professional with well-developed skills in task prioritization and team leadership. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed. Extensive experience in different areas of tourism, showing professionalism and optimal performance.
Overview
23
23
years of professional experience
Work History
Passenger Sales and Services Agent
AVIANCA AIRLINES
CALI, VALLE DEL CAUCA, COLOMBIA
05.2017 - 03.2019
- Assisted passengers with check-in procedures and boarding requirements.
- Provided information on flight schedules and baggage policies to travelers.
- Resolved passenger inquiries and complaints in a timely manner.
- Processed ticket sales and refunds using automated systems efficiently.
- Collaborated with team members to enhance customer service experience.
- Advised passengers of any delays or cancellations in a timely manner.
- Provided customer service to passengers regarding flight information and scheduling issues.
- Managed overbooking situations in an efficient manner while maintaining customer satisfaction.
- Issue upgrades, issue vouchers, and/or coordinate with contractors for passenger hotel accommodations, meals, and transportation.
- Verified passenger identification documents prior to check-in at the counter or gate area.
- Assisted disabled passengers during boarding process in accordance with airline protocol.
- Booked transportation and hotel reservations using computer or telephone.
- Conversed with customers to determine destination, mode of transportation and accommodations.
- Greeted passengers and provided boarding instructions.
- Worked with personnel in gate area by verifying passenger documents before boarding aircraft.
Passenger Service Agent Supervisor
ALBATROS TRAVEL AGENCY
PUERTO ORDAZ, VENEZUELA
05.1999 - 02.2004
- Checked in passengers, assigned seats, and issued boarding passes.
- Assisted customers with reservations, cancellations, and rebooking flights as needed.
- Answered customer questions regarding flight information, airport amenities, and travel regulations.
- Operated computerized system to handle ticketing and check-ins.
- Maintained accurate records of passenger manifests and checked luggage tags.
- Coordinated ground transportation services for arriving and departing passengers.
- Managed customer complaints in a professional manner while providing solutions to resolve issues.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
RESERVATION & CUSTOMER SERVICES AGENT
AVIATION MARKETING ENTERPRISE CA (UNITED AIRLINES)
BARQUISIMETO, VENEZUELA
08.1998 - 04.1999
- Exclusive representatives of United Airlines, Air France, and Budget Rent a Car in the West.n zone in Venezuela.
- Customer inquiries and provided assistance for flight bookings.
- Coordinated marketing campaigns to promote airline services and special offers.
- Reservations, Rebooking and Ticket emission.
- Analyzed customer feedback to improve service quality and marketing strategies.
- Provided information and promotion to clients (customer and Travel agencie ) through in person, by phone and email communication.
Customer Service Representative & Sales
ARTIVIAJES TRAVEL AGENCY
PUERTO ORDAZ, VENEZUELA
03.1996 - 07.1998
- Assisted clients with travel bookings and itinerary changes.
- Resolved customer inquiries through phone and email communication.
- Provided information on travel packages and destination options.
- Coordinated with suppliers to confirm travel arrangements and accommodations.
- Maintained accurate customer records in the agency's database system.
- Educated customers about travel policies, procedures, and safety guidelines.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Developed positive relationships with customers through friendly interactions.
- Implemented innovative methods for streamlining the customer service process.
Education
Bachelor of Tourism Management - TOURISM SERVICES
I.U.T ANTONIO JOSE DE SUCRE
VENEZUELA03-1988
Some College (No Degree) - PROTECTION OF PERSONAL INFORMATION
AVIANCA AIRLINES
BOGOTA, COLOMBIASome College (No Degree) - ETHICS CODE
AVIANCA AIRLINES
BOGOTA, COLOMBIASome College (No Degree) - Disruption transfer and compensation management
AVIANCA AIRLINES
BOGOTA, COLOMBIASome College (No Degree) - AVIATION SECURITY
AVIANCA AIRLINES
BOGOTA, COLOMBIASome College (No Degree) - PASSENGER WITH DISSABILITIES
AVIANCA AIRLINES
BOGOTA, COLOMBIASome College (No Degree) - STAR ALLIANCE
AVIANCA AIRLINES
BOGOTA, COLOMBIASkills
- Customer service
- Reservation management
- Strong organization
- Problem-solving abilities
- Customer inquiry and response
- Organizational skills
- Complaint resolution
- Working under pressure
- Adaptability
Languages
Spanish
Native/ Bilingual
Timeline
Passenger Sales and Services Agent
AVIANCA AIRLINES
05.2017 - 03.2019
Passenger Service Agent Supervisor
ALBATROS TRAVEL AGENCY
05.1999 - 02.2004
RESERVATION & CUSTOMER SERVICES AGENT
AVIATION MARKETING ENTERPRISE CA (UNITED AIRLINES)
08.1998 - 04.1999
Customer Service Representative & Sales
ARTIVIAJES TRAVEL AGENCY
03.1996 - 07.1998
Bachelor of Tourism Management - TOURISM SERVICES
I.U.T ANTONIO JOSE DE SUCRE
Some College (No Degree) - PROTECTION OF PERSONAL INFORMATION
AVIANCA AIRLINES
Some College (No Degree) - ETHICS CODE
AVIANCA AIRLINES
Some College (No Degree) - Disruption transfer and compensation management
AVIANCA AIRLINES
Some College (No Degree) - AVIATION SECURITY
AVIANCA AIRLINES
Some College (No Degree) - PASSENGER WITH DISSABILITIES
AVIANCA AIRLINES
Some College (No Degree) - STAR ALLIANCE
AVIANCA AIRLINES
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