Melanie Ara
Miami,FL
Summary
- Knowledgeable airport services professional with 3+ years of progressive experience in the field. Good relationship-building and problem-solving abilities with a resilient and adaptable approach. Positive, upbeat and friendly team player.
- Kind Passenger Service Agent with considerable experience in airline and hospitality customer service. Assists passengers by interpreting flight schedules and relaying weather reports. Adept at working in stressful situations with little to no supervision.
Overview
2
2
years of professional experience
Work History
Passenger Service Agent
Swissport
02.2023 - 12.2023
- Enhanced customer satisfaction by providing efficient check-in and boarding services.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Maintained accurate records of flight information to provide timely updates to passengers.
- Utilized strong organizational skills to manage multiple tasks in a fast-paced environment.
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Managed ticket sales and reservation inquiries, utilizing thorough knowledge of fare structures and pricing strategies.
- Promoted airline loyalty programs, offering exclusive benefits for frequent flyers while increasing brand awareness among customers.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Provided exceptional customer service to passengers, addressing concerns and resolving issues.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Announced flight status updates and information about gate changes over PA system.
- Tagged baggage and routed to appropriate location for loading and screening.
- Oversaw ticketing, gate and ramp services.
- Educated passengers on safety procedures and provided assistance to disabled passengers
- Rescheduled flights, issued refunds and assisted passengers with alternative travel arrangements.
- Processed customer payments and enforced compliance with financial regulations.
Passenger Service Agent
Ultra Aviation, Miami International Airport
12.2021 - 09.2022
- Enhanced customer satisfaction by providing efficient check-in and boarding services.
- Streamlined baggage handling for improved passenger experience and reduced wait times.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Maintained accurate records of flight information to provide timely updates to passengers.
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Contributed to the achievement of on-time departure goals through efficient gate management processes.
Education
High School Diploma -
Westland Hialeah High School
Hialeah, FL06.2021
Skills
- Baggage Handling
- FAA Regulations
- Security Screenings
- Fares Calculations
- Customer Service Management
- Check-In Procedures
- Passenger Assistance
- Computer Terminal Operations
- Boarding Gate Procedures
- Check-In Processes
- Ticketing
- Reservation Processing
- Sales Expertise
- Public Announcements
- Reservations
- Stress Management
- Computer Proficiency
- Problem Solving
- Conflict Resolution
- Ticketing Knowledge
- Time Management
- Flight Scheduling
- Boarding Assistance
- Language Proficiency
- Detail Oriented
- Payment Processing
- Flexible Schedule
- Hotel Accomodations
- Sabre Software
- Citrix Software
hobbies
- Traveling
- Learn a new Language
- Cooking
Languages
Spanish
Native or Bilingual
Timeline
Passenger Service Agent
Swissport
02.2023 - 12.2023
Passenger Service Agent
Ultra Aviation, Miami International Airport
12.2021 - 09.2022
High School Diploma -
Westland Hialeah High School
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