Rebecca JOLICOEUR
Summary
Dynamic and results-driven professional with extensive experience as a Passenger Service Agent at United Ground Express. Expert in customer service management and baggage handling, consistently resolving passenger issues with empathy and efficiency. Proven ability to thrive in high-pressure environments while fostering teamwork and enhancing operational performance.
Overview
9
9
years of professional experience
Work History
Passenger Service Agent
United Ground Express
11.2020 - Current
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
Sales Associate
Dufry Newark Inc
10.2017 - 03.2020
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Cashier Team Lead
Nautica Retail
06.2016 - 03.2020
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Assisted customers by answering questions and fulfilling requests.
- Communicated with customers and team members to solve problems.
- Processed both cash and card purchases and returns.
- Maintained a clean and inviting checkout area, contributing to an enjoyable shopping experience for customers.
- Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
Education
High School Diploma -
Thomas A. Edison Career & Technical Academy
Elizabeth, NJ06-2016
Skills
- Passenger assistance
- Customer service management
- Baggage handling
- Strong organization
- Emergency procedures
- Ground operations
- Performance improvements
- Airport security
- FAA regulations
- TSA collaboration
- Passenger ramp assistance
Languages
French
Native or Bilingual
English
Native or Bilingual
Creole
Native or Bilingual
Timeline
Passenger Service Agent
United Ground Express
11.2020 - Current
Sales Associate
Dufry Newark Inc
10.2017 - 03.2020
Cashier Team Lead
Nautica Retail
06.2016 - 03.2020
High School Diploma -
Thomas A. Edison Career & Technical Academy
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