Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sandip Kaur

Federal way,WA

Summary

Experienced airport professional with a customer-centric approach, boasting 16 years of expertise in overseeing airline ground operations within international airports. Adept in managing challenging customer interactions and well-versed in airport procedures. Demonstrated track record of skillfully defusing customer concerns, elevating satisfaction levels, and fostering team cohesion to provide standout service. Eagerly pursuing career progression in the realm of customer service.

Overview

15
15
years of professional experience

Work History

Customer Service Representative

Port of Seattle
03.2022 - Current
  • Assisted passengers in finding their way to gates and other airport facilities, providing guidance and directions to ensure a seamless travel experience.
  • Effectively communicated with airlines, duty managers, and TSA (Transportation Security Administration) to coordinate and facilitate smooth airport operations, addressing any operational issues or challenges that may arise.
  • Followed established protocols and collaborated with relevant authorities and emergency response teams to ensure the safety and well-being of passengers and staff.
  • Maintained composure and professionalism in high-pressure situations, providing clear instructions and reassurance to passengers, and assisting with necessary evacuations or relocations as required.
  • Stayed updated on emergency procedures, including first aid, CPR, and evacuation protocols, to effectively respond to emergencies and mitigate potential risks.

Stretch Assignment

Port Of Seattle

Aviation Customer Communicatons:

· Played a vital role in the aviation communication department, actively supporting the team in managing customer inquiries and concerns through email and SMS channels.

· Utilized strong written communication skills to craft professional and informative responses to customer emails, ensuring timely and accurate resolution of their issues or inquiries.

· Demonstrated excellent customer service abilities by addressing customer concerns with empathy, patience, and a focus on providing satisfactory resolutions.

. Collaborated closely with team members to ensure consistent and cohesive responses, maintaining the organization's brand voice and standards.

Volunteer Project

Port Of Seattle

Volunteer Project

· Actively participated in volunteer initiatives to update and improve organization manuals.

· Collaborated with a team to review and revise existing manuals for accuracy and clarity.

· Assisted in developing new manuals to address evolving needs and best practices.

· Provided support to fellow volunteers by answering questions and offering guidance on procedures and protocols.

· Led daily briefings to keep volunteers informed about activities, goals, and updates.

· Developed briefing materials and presentations for effective communication and engagement.

· Provided comprehensive training on tasks, safety protocols, and customer service guidelines.

· Offered ongoing support and mentoring to volunteers, addressing concerns and providing feedback for skill improvement.

Supervisor of Airport Services

Emirates Airlines
07.2016 - 03.2022
  • Coordinate with ground staff supervisors to determine staffing needs for gate and ground operations, including ticket counters and baggage services
  • Address and resolve escalated customer concerns and assist agents in resolving complex issues
  • Communicate changes in company rules and procedures, and mentor staff to improve performance and efficiency
  • Secure gates by communicating with aircraft and relaying messages to ramp and ticket counter.

Senior Ticket Desk Agent

Emirates Airlines
07.2012 - 07.2016
  • Fielded incoming calls, greeted customers, answered travel inquiries, tagged and handled baggage, collected baggage fees, secured flights, processed reservations, and monitored cabin availability
  • Assisted misconnected and rerouted passengers during irregular operations; issued travel and hotel vouchers to displaced passengers on overbooked or canceled flights
  • Coordinated and conducted internal audits to assess compliance with standard operating procedures, employee standards, and FAA and airport requirements.

Customer Service Representative

Lufthansa German Airlines
11.2008 - 07.2012
  • Checked in passengers for international travel using computerized systems; verified documentation for international and domestic flights
  • Processed tickets, checked baggage, and monitored carry-on baggage for size and quantity; collected checked baggage fees at the gate and assigned seats
  • Announced and provided information on arrival and departure times, boarding procedures, gate changes, and carry-on regulations
  • Assisted customers with special needs, addressed and resolved customer complaints.

Education

Bachelor of Arts -

Punjab University
Chandigarh, India

Diploma - Electronics And Communications

Polytechnic College
Bathinda, Punjab, IN

Associate of Applied Science - Business Administration

Highline Community College
DesMoines, WA
06.2024

Skills

  • Community Involvement
  • Positive Learning Environment
  • Senior Leadership Support
  • Pleasant and Professional Attitude
  • Staff Training
  • Customer Service
  • Microsoft PowerPoint
  • Microsoft Word
  • Team Leadership
  • Microsoft Office Outlook
  • Team Training

Timeline

Customer Service Representative

Port of Seattle
03.2022 - Current

Supervisor of Airport Services

Emirates Airlines
07.2016 - 03.2022

Senior Ticket Desk Agent

Emirates Airlines
07.2012 - 07.2016

Customer Service Representative

Lufthansa German Airlines
11.2008 - 07.2012

Bachelor of Arts -

Punjab University

Diploma - Electronics And Communications

Polytechnic College

Associate of Applied Science - Business Administration

Highline Community College

Stretch Assignment

Port Of Seattle

Volunteer Project

Port Of Seattle
Sandip Kaur