Ochka Kent
Purcellville,VA
Summary
Adaptable and service-focused Customer Service Agent with a background in airport operations, ticketing, and passenger assistance. Strong in verbal communication, issue escalation, and detailed documentation. Committed to delivering reliable support, clear information, and smooth day-of-travel operations.
Overview
12
12
years of professional experience
Work History
Customer Service Agent
United Airlines
Dulles, VA
02.2020 - Current
- Coordinate wheelchairs, assist elderly passengers, and oversee the care and boarding of unaccompanied minors.
- Handle flight delays, cancellations, missed connections, and oversold flights by rebooking passengers onto alternative itineraries.
- Operate the jet bridge and communicate directly with the cabin crew, and ramp agents regarding readiness and departure times.
- Make clear terminal announcements regarding boarding calls, gate changes, delays, and last-minute updates.
- Communicate with vendors, operation, inflight, management in a a timely manner.
- Reconcile flight manifests, monitor computerized passenger boarding systems, assign or change seats, process upgrades, and manage standby or jump-seat passengers.
- Enforce carrier and FAA/DOT rules regarding carry-on baggage limits, weight/size restrictions, and gate-checking items.
- Solicit for oversold flights, find volunteers for oversold flights and process ETC for passengers within United guidelines in minimal supervision.
Customer Service Agent
Air France-KLM
Dulles, VA
11.2018 - 02.2020
- Issued and reissued tickets, and processed payments for upgrades or additional charges.
- Audited flights and ticket activity at station.
- Maintained accurate payment records.
- Researched PNR discrepancies and resolved ticketing issues.
- Coordinated ticket issuance and reissuance, and processed payments for upgrades and additional charges.
- Reviewed flights and tickets at station to support accurate operations.
- Managed payment records to maintain complete and accurate documentation.
- Investigated PNR discrepancies and followed up on booking errors.
- Handled ticket issuance, reissuance, and payment processing for upgrades and additional charges.
- Supported flight and ticket audits at station to maintain accuracy.
- Kept payment records complete and up to date.
- Resolved PNR discrepancies through detailed research and review.
Customer Service Agent
Delta Global Services
Moline, IL
03.2015 - 01.2019
- - Helped resolve passenger concerns with clear communication and policy-based support.
- - Assisted with special service requests for unaccompanied minors, mobility needs, and premium travelers.
- - Checked boarding order and standby lists to keep departure information accurate.
- - Used empathy during difficult interactions to build customer trust and loyalty.
- - Applied problem-solving skills to identify and address customer issues quickly.
- - Provided prompt service to meet customer needs.
Education
Bachelor of Science - Sociology
University of Iowa
Iowa City, IA12-2014
Skills
- Customer complaint resolution
- Communication proficiency
- Escalation management
- Complaint resolution
- Timely project delivery
- Service-oriented
- Project delivery
- File management
- Support services
- Documentation management
- Teamwork
- Adaptability
- Verbal and written skills
- Verbal and written communication
- Task management
- Phone etiquette
- Coordination management
- Prioritization
Timeline
Customer Service Agent
United Airlines
02.2020 - Current
Customer Service Agent
Air France-KLM
11.2018 - 02.2020
Customer Service Agent
Delta Global Services
03.2015 - 01.2019
Bachelor of Science - Sociology
University of Iowa