Michael Sanchez
Houston,TX
Summary
Knowledgeable airport services professional with 10+ 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.
Overview
16
16
years of professional experience
Work History
Airport Passenger Service Agent
United Airlines
05.2012 - 05.2022
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Rescheduled flights, issued refunds and assisted passengers with alternative travel arrangements.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Provided exceptional customer service to passengers, addressing concerns and resolving issues.
- Educated passengers on safety procedures and provided assistance to disabled passengers
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Developed and implemented strategies to minimize customer wait times.
- Announced flight status updates and information about gate changes over PA system.
- Monitored security and maintained operational protocols.
- Oversaw ticketing, gate and ramp services.
- Tagged baggage and routed to appropriate location for loading and screening.
Reservations System Operations Analyst Corporate
Continental Airlines
04.2006 - 05.2012
- Assessed operational performance to identify areas for improvement.
- Supported supervisor and associated team members to maintain system functionality.
- Created custom reports and visualizations to support decision-making processes.
- Conducted data analysis to identify opportunities for streamlining client operations and improving customer satisfaction.
- Investigated and resolved alerts, conducted queries and culled records to assist with maintenance and problem resolution.
- Analyzed trend data to forecast operational needs and plan next course of action.
- Designed plans to improve operations and suggested changes to systems for overall organization.
Education
High School Diploma -
Pasadena High School
Pasadena, TX2017
Skills
- Pre-Boarding Checking
- Passenger Documentation
- Customer Inquiries
- Checking in Passengers
- Service Quality
Additional Information
I have 38 years of Airline Experience from Reservations, Frequent Flyer Programs and Airport with Continental / United Airlines.
Timeline
Airport Passenger Service Agent
United Airlines
05.2012 - 05.2022
Reservations System Operations Analyst Corporate
Continental Airlines
04.2006 - 05.2012
High School Diploma -
Pasadena High School
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