Selena Gonzalez
Southwest Airlines
Midland,TX
11
years of professional experience
Dedicated Airport Customer Service Agent with a proven track record in superior customer service and effective problem solving. Committed to enhancing passenger experiences through timely issue resolution and professional support.
Work History
Airport Customer Service Agent
11 Years 1 Month- Facilitated check-in processes, ensuring timely boarding and customer satisfaction.
- Resolved passenger inquiries efficiently, enhancing overall travel experience.
- Coordinated with ground crew to streamline baggage handling operations.
- Monitored flight schedules, providing updates and managing customer expectations.
- Trained new staff on operational procedures and customer service best practices.
- Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
- Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.
- Resolved customer complaints and concerns professionally, resulting in increased customer loyalty.
- Handled disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
- Assisted customers with special needs, offering personalized support throughout their travel experience.
- Efficiently handled baggage claims, reuniting passengers with their belongings quickly and accurately.
- Delivered clear announcements over the PA system, communicating important flight updates to all passengers.
Education
Associate of Applied Science - Substance Abuse Counseling
Skills
Passenger assistance
Strong multitasking
Time management expertise
Flexible work schedule
Effective problem solving
Superior customer service
Lost luggage handling
Baggage handling
Airline policies
Customer service
Complaint handling
Active listening
Problem-solving
Critical thinking
Issue resolution
Multitasking Abilities
Reliability
Adaptability and flexibility
Professionalism
Timeline
Airport Customer Service Agent
Southwest Airlines
09.2015 - CurrentRead More
Midland College
Associate of Applied Science from Substance Abuse Counseling
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