Melissa Lopez
Humble
Summary
Dynamic and results-driven professional with extensive experience as a Passenger Service Agent at Swissport USA. Expert in customer check-in and luggage management, demonstrating exceptional problem-solving abilities and conflict resolution skills. Bilingual in Spanish, I excel in enhancing passenger experiences and ensuring efficient flight coordination.
Overview
30
30
years of professional experience
Work History
Passenger Service Agent
Swissport USA
Houston
01.2025 - 04.2025
- Greeted passengers and provided assistance with check-in procedures.
- Managed luggage handling and ensured proper loading onto aircraft.
- Coordinated boarding processes and communicated flight information to travelers.
- Addressed passenger concerns and resolved issues efficiently during travel.
- Maintained cleanliness and organization in waiting areas and service counters.
- Collaborated with team members to enhance passenger experience and service quality.
- 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.
- Monitored passenger traffic flow at the gate area to ensure efficient boarding of aircrafts.
- Demonstrated strong problem solving skills when dealing with difficult situations involving customers or personnel.
- Weighed luggage and collected fees for excess baggage.
- Greeted passengers and assisted with their inquiries.
- Worked with personnel in gate area by verifying passenger documents before boarding aircraft.
- Prepared reports detailing daily activities including number of boarded passengers and revenue generated.
- Kept passengers informed by announcing important information about itineraries, flights and luggage.
- Upheld uniform and conduct guidelines to maintain professional appearance.
- Lifted or moved passenger luggage onto baggage belts and created bag labels to facilitate proper delivery.
Office Administrator
Para Donde Vas
Spring
06.2021 - 07.2024
- Managed service requests and ensured timely resolution for customer inquiries.
- Managed inventory levels and ordered supplies to maintain stock availability.
- Trained and supervised staff to deliver quality customer service consistently.
- Coordinated catering events, ensuring timely delivery and setup of food services.
- Conducted regular staff meetings to communicate updates and enhance team collaboration.
- Supervised daily operations of the kitchen staff to ensure compliance with health and safety regulations.
- Adhered to company food, safety, quality and sanitation policies.
Police Officer
Conroe ISD
Conroe
07.2008 - 12.2018
- Patrolled assigned areas to maintain public safety and deter criminal activity.
- Responded promptly to emergency calls and provided assistance to citizens in need.
- Enforced laws and ordinances, issuing citations for violations as necessary.
- Prepared detailed reports documenting incidents, arrests, and traffic stops.
- Patrolled assigned areas to detect and prevent criminal activity.
- Gathered evidence, interviewed victims and interrogated suspects to conduct thorough criminal investigations.
- Developed positive relationships with members of the community through outreach programs.
Military Police
US Army
Killeen
11.1994 - 11.1998
- Enforced laws and regulations to maintain order and safety in military installations.
- Investigated incidents and prepared detailed reports for command review.
- Trained new personnel on protocols, procedures, and use of equipment.
- Responded to emergencies, providing first aid and coordinating support as needed.
- Maintained accountability of government-issued weapons and equipment issued to unit personnel.
- Responded to emergency calls involving accidents or other incidents requiring medical attention.
- Led military police teams in support of battlefield operations.
Education
High School Diploma -
John F Kennedy High School
Richmond, VA06-1993
Skills
- Customer check-in and ticketing
- Luggage management
- Flight coordination
- Passenger manifesting
- Customer service
- Conflict resolution
- Problem solving
- Fluent in Spanish
Timeline
Passenger Service Agent
Swissport USA
01.2025 - 04.2025
Office Administrator
Para Donde Vas
06.2021 - 07.2024
Police Officer
Conroe ISD
07.2008 - 12.2018
Military Police
US Army
11.1994 - 11.1998
High School Diploma -
John F Kennedy High School
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