Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Ona Akey

Palm Bay,FL

Summary

I am a knowledgeable airport services professional with 2+ 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. I assist passengers by interpreting flight schedules and relaying weather reports. I'm adept at working in stressful situations with little to no supervision. My history includes managing customer service, sales and operational areas for American airlines. Well-versed in ticketing, and gate processes. Excellent communication, prioritization and multitasking abilities. I am looking to maintain a full-time position that offers professional challenges and utilizes interpersonal skills, excellent time management and problem-solving skills.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Lead Passenger Service Agent

Menzies Aviation
04.2022 - Current
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Responded to customer calls and emails to answer questions about products and services.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
  • Fielded customer complaints and comments about baggage services.
  • Processed and secured unclaimed luggage.
  • Greeted passengers in claim area and helped retrieve luggage.
  • Updated records when lost, delayed or pilfered bags were found.
  • Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
  • Helped train new employees in safe practices and airport procedures.
  • Reviewed associate performance to identify training needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
  • Provided exceptional customer service to passengers, addressing concerns and resolving issues.
  • Checked in luggage and confirmed all carry-on items met federal guidelines.
  • Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
  • Announced flight status updates and information about gate changes over PA system.
  • Oversaw ticketing, gate and ramp services.
  • Educated passengers on safety procedures and provided assistance to disabled passengers
  • Tagged baggage and routed to appropriate location for loading and screening.
  • Rescheduled flights, issued refunds and assisted passengers with alternative travel arrangements.
  • Monitored security and maintained operational protocols.
  • Developed and implemented strategies to minimize customer wait times.
  • Monitored and processed ticket sales, refunds and upgrades to meet diverse passenger needs.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.

Skycap

Menzies Aviation
11.2021 - 04.2022
  • Responded quickly and effectively to questions from passengers regarding flight schedules, baggage fees and travel directions.
  • Used wheelchairs and other assistive equipment to transport handicapped and elderly passengers.
  • Pushed wheelchair-bound passengers through airport to departure gates, baggage claim and interim destinations.
  • Provided warm welcome to passengers arriving at airport and offered to deliver assistance in any way possible.
  • Stayed up to date with latest airport, security and airline regulations and policies.
  • Straightened up common areas, removed trash and wiped down surfaces to maintain welcoming environment.
  • Assisted with loading and unloading of luggage from motor coaches and other vehicles.
  • Loaded and unloaded baggage and luggage on and off conveyor belts.

Sales Associate

Torrid Clothing Store
11.2021 - 05.2022
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Rotated stock and restocked shelves to maintain product availability and store appearance.
  • Greeted customers and helped with product questions, selections, and purchases.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Maintained clean sales floor and straightened and faced merchandise.
  • Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
  • Used POS system to process sales, returns, online orders, and gift card activations.
  • Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.
  • Developed professional relationships with customers to increase loyalty, retention and rapport.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Engaged in friendly conversation with customer to better uncover individual needs.

House Cleaner

Clean Holmes
01.2021 - 06.2021
  • Created spotless surfaces by dusting, sweeping, vacuuming and mopping.
  • Disinfected and mopped bathrooms to keep facilities sanitary and clean.
  • Mopped hardwood, laminate, ceramic, vinyl, glass and wood surfaces.
  • Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
  • Dusted picture frames and wall hangings with cloth.
  • Delivered quality customer service to address urgent needs and cleaning requests.
  • Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
  • Emptied trashcans and transported waste to collection areas.
  • Changed bed linens and collected soiled linens for cleaning.
  • Eliminated germs and minimized infection risk with expert bathroom and kitchen cleanings.

Hospital Volunteer

Holmes Regional Medical Center
06.2019 - 06.2021
  • Provided support and companionship to patients in need of assistance.
  • Reported patient requests, concerns, and other observations to staff.
  • Complied with HIPAA standards to confidentially maintain patient medical information.
  • Restocked supplies and filed paperwork to satisfy department leadership requests.
  • Transported patients and helped with discharge procedures.

Education

Associate of Arts -

Eastern Florida State College
Cocoa, FL
05.2024

High School Diploma -

Bayside High School
Palm Bay, FL
05.2021

Skills

  • Stress Tolerance
  • Team Management
  • Disability Awareness
  • Passenger Assistance
  • Flight booking proficiency
  • Airport safety regulations
  • Check-In Procedures
  • Flexible Schedule
  • Customer Service
  • Safety Awareness
  • Time Management Abilities

Certification

  • Certified Ground Security Coordinator for American Airlines, and Menzies Aviation Since November 2023
  • Licensed American Airlines Complaint Resolution Official - Since May 2022
  • American Airlines Baggage Service Official License - Since May 2022

Timeline

Lead Passenger Service Agent

Menzies Aviation
04.2022 - Current

Skycap

Menzies Aviation
11.2021 - 04.2022

Sales Associate

Torrid Clothing Store
11.2021 - 05.2022

House Cleaner

Clean Holmes
01.2021 - 06.2021

Hospital Volunteer

Holmes Regional Medical Center
06.2019 - 06.2021

Associate of Arts -

Eastern Florida State College

High School Diploma -

Bayside High School

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Ona Akey