Marsha Brown
Seattle,WA
Summary
Detail-oriented airline operations professional with expertise in customer service and passenger assistance. Managed check-in processes, verified travel documents, and resolved reservation issues. Coordinated with airport teams for boarding and flight updates while ensuring safety compliance. Effectively addressed passenger inquiries and complaints, enhancing overall travel experiences.
Overview
19
19
years of professional experience
Work History
Customer Service Agent
Alaska Airlines
Ketchikan, Alaska
07.2014 - Current
- Assisted airline passengers with check-in, boarding passes, and travel document verification
- Resolved reservation changes, cancellations, and rebooking requests using airline booking systems
- Coordinated gate boarding, flight changes, and departure updates with airport teams
- Managed baggage claims and lost luggage reports, ensuring timely delivery follow-up for travelers
- Answered passenger questions about fares, schedules, policies, and airport connections
- Supported special assistance requests for elderly, disabled, and unaccompanied travelers
- De-escalated complaints and resolved service issues, maintaining calm and professional communication to enhance customer satisfaction
- Assisted customers with ticketing, seating, and baggage handling requirements.
- Followed company policies and procedures related to customer service operations at all times.
- Advised passengers of any changes or delays in their scheduled flights.
- Answered inquiries regarding airline services including rates, routes, schedules, travel regulations.
- Verified passenger documentation ensuring compliance with applicable laws and regulations.
- Ensured luggage met weight specifications for safe aircraft operation for proper weight distribution according to aircraft specifications.
- Coordinated with ground crew personnel on arrival and departure procedures for each flight.
- Provided assistance to passengers with special needs such as wheelchairs or unaccompanied minors.
- Ensured all boarding passes were printed accurately prior to flight departure time.
- Monitored security checkpoints to ensure safety of passengers and staff members alike.
- Resolved customer issues through effective problem-solving, ensuring swift and satisfactory resolutions.
Certified Nursing Assistant
KIC Tribal Health Clinic
Ketchikan, Alaska
11.2007 - 06.2014
- Measured and recorded vital signs during routine tribal health clinic visits.
- Supported nurses with patient transfers, positioning, and mobility assistance.
- Prepared exam rooms and cleaned surfaces using infection control procedures.
Education
Hydaburg High School
Hydaburg, AKSome College (No Degree) - Certified Nursing Assistant
University of Alaska
Ketchikan, AKSkills
- Airline booking systems
- Flight reservation handling
- Travel document verification
- Baggage claim processing
- Airway bill preparation
- Lost shipment tracing
- Shipment tracking
- Cargo shipment estimations
- Delivery estimations
- Cargo systems
- Route planning
- Customer communication
- Effective communication
- Problem solving
- Attention to detail
- Teamwork
- Multitasking capacity
- Multitasking capacity
Timeline
Customer Service Agent
Alaska Airlines
07.2014 - Current
Certified Nursing Assistant
KIC Tribal Health Clinic
11.2007 - 06.2014
Hydaburg High School
Some College (No Degree) - Certified Nursing Assistant
University of Alaska