Rosa Mari Shaw
Mendham,NJ
Summary
Passionate and dedicated Passenger Service Agent with extensive experience in the airline industry. Proven track record of providing exceptional customer service and ensuring a smooth and efficient travel experience for passengers. Seeking to leverage my skills and expertise in a challenging and rewarding new role.
Overview
27
27
years of professional experience
5
5
years of post-secondary education
Work History
Part Time Customer Service Agent
United Airlines
10.2021 - Current
- Gate Agent: Responsible for assisting passenger inquiries and ensuring smooth boarding experience.
- Agent on Demand: Handling booking, ticket changes, and addressing customer queries related to travel plans.
- Lobby Agent: Greeting and welcoming passengers, assisting with check-in process, and providing initial inquiries.
- Acting supervisor: Implementing and enforcing United safety policies, Monitoring metrics for all aspects of flight operations.
- Supervised operating in UROC and CSOC.
- Supervising and coach the team, promoting a work compassion and efficiency.
- Providing constructive feedback at teams meetings and maintaining a great level of communication.
Part Time Passenger Service Agent
United Ground Express
03.2020 - 10.2021
- Assisted passengers at the ticket counter and prior to boarding the aircraft.
- Provided special services such as wheelchair assistance.
- Hub lobby greeter.
Part-Time Passenger Service
Worldwide Flight Service
02.2018 - 01.2020
- Flight controller: Matched manifest to on-board count, verified special meals, and monitored flights.
- Gate Lead: Responsible for boarding aircraft and assisting passengers at the ticket counter.
- Checked passengers' passports, visas, and immigration requirements.
Full Time Traffic Agent
Alitalia
01.2000 - 01.2006
- Matched manifest to on-board count, verified special meals, and assisted passengers at the ticket counter.
- Checked passengers' passports, visas, and immigration requirements.
- Made reservations using the Sabre computer-based system.
Full Time Passenger Service
Agent- ADS Airport Dispatch Service, S.A
01.1998 - 01.2000
- Monitored irregularities during checking and boarding.
- Assisted passengers at the ticket counter and checked immigration requirements.
- Coordinated service for VIP passengers for the Iberia lounge.
Education
Technical Degree - ESL
La Guardia Community College
Queens, New York 09.2008 - 06.2009
Associate of Applied Science - Marketing
Instituto Universitario De Gerencia Y Tecnología
Caracas, Venezuela 09.2000 - 06.2002
Technical Degree - Language
Instituto Italiano Di Cultura in Venezuela
09.1998 - 07.2000
Technical Degree - Aviation
Universidad Del Aire
Caracas International Airport 01.1998 - 01.1999
High School Diploma -
Unidad Educativa Guaicaipuro
07.1998
Skills
- effective communicator
- efficient problem solving
- strong interpersonal skills
- strong knowledge of airline policies
- use of ticketing systems, and experience adapting to changes with them
- strong multitasker
- strong customer-centric approach
- Jet bridge licensed
Travel Experience
Extensive travel experience across Europe, South America, and the United States.
References
Available upon request.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Italian
Professional Working
Timeline
Part Time Customer Service Agent
United Airlines
10.2021 - Current
Part Time Passenger Service Agent
United Ground Express
03.2020 - 10.2021
Part-Time Passenger Service
Worldwide Flight Service
02.2018 - 01.2020
Technical Degree - ESL
La Guardia Community College
09.2008 - 06.2009
Associate of Applied Science - Marketing
Instituto Universitario De Gerencia Y Tecnología
09.2000 - 06.2002
Full Time Traffic Agent
Alitalia
01.2000 - 01.2006
Technical Degree - Language
Instituto Italiano Di Cultura in Venezuela
09.1998 - 07.2000
Technical Degree - Aviation
Universidad Del Aire
01.1998 - 01.1999
Full Time Passenger Service
Agent- ADS Airport Dispatch Service, S.A
01.1998 - 01.2000
High School Diploma -
Unidad Educativa Guaicaipuro
Similar Profiles
Pamela SchepisPamela Schepis
Customer Service Representative at United Airlines/Continental AirlinesCustomer Service Representative at United Airlines/Continental Airlines
Kathryn ShawKathryn Shaw
Flight Attendant at United AirlinesFlight Attendant at United Airlines
Brian SteeleBrian Steele
Flight Attendant at United AirlinesFlight Attendant at United Airlines
Jordan StoneJordan Stone
Customer Service Representative at United AirlinesCustomer Service Representative at United Airlines
Michael MooreMichael Moore
Server at Mendham Golf & Tennis ClubServer at Mendham Golf & Tennis Club