Julie Allard Robinson

• Ensured compliance with all applicable aviation regulations related to airport operations and security protocols.
• Resolved customer complaints in a professional manner while maintaining composure under pressure.
• Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
• Processed arrivals and departures of aircrafts, operated jet bridges for boarding and disembarking passengers.
• Provided customer service assistance to passengers in need of special services or accommodations.
• Coordinated ground crew operations with flight attendants and pilots during pre-flight preparation activities.
• Worked thousands of flights, from pre-board customer service, seat assistance, and changes. Transitioning to active boarding, communicating with crews, delivering pertinent paperwork to the cockpit, finally sending WDR information, closing the flights, and pulling the jetways.

After Continental airlines merged with United Airlines, I continued in my position in

United airlines as a Customer Service Representative.

• Cultivated customer loyalty through exceptional service, promoting repeat customers and attaining new Business club members
• Worked to achieve a good working relationship with our new United employees as we merged.
• Implemented company policies and procedures, including health, safety and security.
• Continued to provide a guaranteed positive customer experience and resolved all customer complaints.
• Collaborated with the Hub supervisors to provide quality control for customer service, production and output across Airport operations.
• Participated in regular training to maintain up-to-date knowledge on company products and policies.
• Fielded diverse customer questions, resolving issues effectively and efficiently to ensure positive outcomes.

• Proactively kept updated on recent and upcoming events likely to cause travel disruption and sought action to mitigate impact in advance.
• Issued tickets to and collected payment from hundreds of customers daily.
• Provided impeccable customer care through exceptional communication skills and outstanding problem-solving abilities.
• Informed customers of date, time, and cancellation changes, ensuring mutually beneficial resolutions were quickly sought.
• Assisted customers with all airport travel needs from arrival at the airport to pulling the jetways back. This involved all passenger ticketing needs including baggage, to dealing with all passenger needs at the gates. This also involved all paperwork required to get our flights out in a timely manner and dealing with the Captain and flight crew. This enabled positive experiences for all of our clientele.

• Investigated and resolved customer enquiries and complaints in an empathetic manner.
• Adhered to all confidentiality requirements at all times.
• Assumed ownership of team productivity and managed work flow to meet or exceed quality service goals.
• Trained staff on operating procedures and company services.
• Provided accurate, specific and timely performance feedback for Reservations sales agents.
• Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
• Conducted many interviews for new agents, using Targeted selection techniques (STARS) resulting in the acquisition of hundreds of new employees.
• Monitored network infrastructure on a daily basis, ensuring errors, breaches and alerts were quickly identified and resolved.
• Utilised Operations technical skills to manage installation, system configuration, monitoring and incident management.
• Collaborated closely with upper management to drive strategy through development and implementation of new processes.

• Met and exceeded all customer call guidelines including service levels, handling time and productivity.
• Addressed passengers' concerns about delayed and cancelled flights and resolved issues through prompt follow through.
• Acted as first point of contact for customers to resolve potential issues with reservations.
• Was top sales agent in Eastern Reservation centre for the majority of my time with the company. Leading member of reservation sales achievers club