Maria Hernandez
Brooklyn,NY
Summary
Dynamic professional with 16 years of experience as an airport customer service agent, known for a strong analytical mindset and high energy. Skilled in handling customer inquiries and complaints, performing well under pressure, and managing challenging situations. Proven track record in enhancing travel experiences and effective communication. Experienced in teamwork and achieving organizational goals while maintaining safety standards. Highly proficient in time management, problem-solving, and customer retention.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
American Airlines/Us.Airways
02.2009 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Demonstrated strong knowledge of airline policies and procedures to ensure seamless gate operations.
- Assisted customers with seat availability, gate announcements and flight status to increase boarding efficiency.
- Announce and provide information on arrivals and departure times ,boarding process , gate changes and carry on polices.
- Coordinated closely with ramp agents to ensure proper loading of baggage onto aircrafts according to weight limits.
- Assisted passengers with special needs, ensuring a comfortable and hassle-free travel experience.
- Participated in ongoing training opportunities to stay updated on industry best practices and enhance overall job performance.
- Streamlined gate operations for timely departures and minimized delays.
- Assisted customers with ticketing and baggage check-in requirements.
- Managed passenger boarding, ensuring accurate ticket verification and seat assignments.
- Assisted families traveling together by arranging preferred seating options that catered to their needs whenever possible.
- Collaborated with team members to maintain a clean and organized gate area for passenger comfort.
- Managed irregular operations such as delays or cancellations calmly, taking necessary action to minimize impact on passengers'' travel plans.
- Provided updated flight information to passengers, keeping them informed of any changes or delays in their travel plans.
- Contributed positively to team morale by maintaining an upbeat attitude even during periods of high stress or challenging situations.
- Tagged and transferred baggage from scales to designated conveyor belt.
- Utilized company software efficiently for ticketing transactions, processing payments securely while maintaining accurate records.
- Maintained clear communication between ground staff, flight crew, and other airport personnel to ensure smooth gate operations.
- Sold, printed and reissued available tickets to customers at check in
- Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
Education
Ceritification - Airframe And Powerplant
Vaughn College of Aeronautics And Technology
East Elmhurst, NY06.2025
No Degree - Biological And Physical Sciences
Kingsborough Community College of The City University of New York
Brooklyn, NYSkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Passenger Assistance
- Strong multitasking
Timeline
Customer Service Representative
American Airlines/Us.Airways
02.2009 - Current
Ceritification - Airframe And Powerplant
Vaughn College of Aeronautics And Technology
No Degree - Biological And Physical Sciences
Kingsborough Community College of The City University of New York
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