SHENELLE JAMES

• Provides friendly service to and maintains positive relationships with all internal and external Customers.
• Handles any aspect of ticketing and check-in by operating a computerized point-of-sale system, boarding, baggage service, reservations and resolving related complaints and problems.
• Answers telephone to provide information to callers, page customers, resolve problems or complaints and assist as needed.
• Deals with mishandled Customers as a result of oversells, delayed or cancelled flights, lost, delayed, or damaged luggage. Resolves such problems quickly and within guidelines established by the Company.
• Provides current and accurate fare, schedule, reservations, flight arrival/departure information and answers all general inquiries from Customers and other visitors to the airport terminal.
• Completes forms and reports as required by the Company.
• Writes irregularity and complaint reports as required.
• Handled customer inquiries and suggestions courteously and professionally.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

• Book air travel flights.
• Assist with all passenger service duties (checking in passengers, luggage, and communicating with passengers, and coordinating ticket counter activities with vendors, flight, and ground handling teams) as needed.
• Patiently handle customer concerns and complaints regarding ticketing and baggage handling.
• Knowledgeably answer inquiries regarding flight schedules, fares, and other questions as they arise.
• Make announcements at the gate or over the general PA system regarding flight activity.
• Assist with flight movement messages between the gate, ground handling team, flight crew, and airport vendors.
• Supervise and direct the work of all passenger service agents on your shift as they check in passengers and luggage and address passenger questions and concerns.
• Manage passenger service agent manpower to ensure adequate staffing on your shift.
• Serve as point person for customers and management to alert them to any irregular operations that may cause delays or otherwise impact service to our customers.
• Be responsible for conducting on-the-job training for new team members.
• Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
• Observe and enforce all safety regulations and company policies.

• Monitor and coach Sale Guides on proper transaction preparation
• Maintain contracts in transit, processing timeliness by following up and holding all parties accountable
• Ensure documents contain stipulations from lenders and all appropriate compliance components
• Collect, receipt, and process guest down payment.
• Reviewed documentation and identified financial discrepancies where applicable.
• Prepared digital files, physical documents and work requests in compliance with company guidelines.
• Collaborated with cross-functional teams to gather necessary information for accurate and timely document completion.

• Utilize customer-focused process to identify needs and goals of individual, corporate, and group customers to assist with new and existing reservations and flight changes, providing detailed flight, fare, and airport information, and direct sales
• Attend corporate support inquiries, corporate business travel inquiries, travel agent inquiries, interline partners, and Codeshare partners by providing service that builds good business and personal relations thus solidifying Seaborne’s client base
• Corporate Pass Bureau Coordinator: serves as travel desk for employees’ buddy passes, station-to-station agreements with partner airlines (JetBlue, Delta, Spirit, Southwest, and American Airlines), and executive business travel arrangements
• Demonstrate exceptional problem-solving skills to resolve customer issues or complaints including finding solutions to accommodate customers in response to cancellations.
• Answer high volume of inbound calls, emails, and LIVE chat inquiries in a friendly efficient manner.
• Perform other support functions including query processing, developing reports, assisting with Director requests, and supporting all team members, as needed.

• Booking flights, hotels, cars, and trains in the GDS system which transmits to Concur
• Staying up to date on all government travel policies
• Strong understanding of a client's travel policy and can appropriately guide and consistently provide consultation to the customer
• Coordinating with leaders to ensure international trips are being booked American complaints
• Effectively communicates reservation details and fare rules to clients (verbal and written)
• Monitors, sorts, and works global distribution systems (GDS) queues daily to maintain quality control
• Perform other duties as assigned.

• Demonstrate 100% commitment to customer satisfaction by ensuring all guests receive prompt, professional attention, and personal recognition: and conducting courtesy calls within 20 minutes of guest check in.
• Welcomed guests on arrival, displaying

professional and friendly approach.

• Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
• Handle collection efforts of all in-house balances and notify management of potential liabilities.
• Assisted guests with reservation modifications, resolving any issues promptly and professionally.
• Resolved guest complaints and discrepancies in prompt and courteous manner.
• Resolve guest issues and complaints in a quick and efficient manner by treating all guests and associates with the utmost respect and kindness; and following through to ensure satisfactory outcome and compliance
• Cross train in the housekeeping and laundry areas to help, as needed.
• Collaborated with team members to handle guest requirements from check-in through check-out.

• Prepared all shipment documentation as required by US law including, but not limited to, HAWB/MAWB, commercial invoices, packing lists, certificates of origin, etc
• Analyzed documentation to determine admissibility and arrange for the required type of Customs release
• Advised customers of all duties and fees payable to Customs for clearance of their merchandise
• Processed truck drivers upon arrival and performed data entry for incoming freighter trucks.
• Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
• Maintained a professional atmosphere within the office setting through effective communication skills.

• Performed various personnel functions including logging and updating employees’ attendance, disseminating employee checks, and updating employees’ Security Identification Display Area (SIDA) badges.
• Submitted inquiries for wheelchair assistance requested by Southwest Airlines, JetBlue Airways and United Airlines.
• Maintain inventory of employee radios and tablets used for wheelchair dispatching.
• Performed various clerical duties including answering phones, typing memorandums and letters for distribution, and assisting with General Manager and Duty Manager requests.

• Conduct telephone surveys to share information about the Obamacare Affordable Care Act and determine constituent voting preferences
• Report results and call effectiveness statistics to Call Center Team Lead.

• Prepared mediation files to go before the Attorney.
• Assisted the File Clerk Supervisor with the day-to-day operation of the Office.
• Analyzed and organized confidential documents.
• Performed various clerical duties including distributing legal documents, making all copies required by Administration, answering and routing phones to various offices, and disseminating interoffice mail.
• Monitored and updated filing systems to meet organization standards.
• Responded promptly to internal document requests from colleagues, providing excellent customer service while minimizing disruptions to workflow.
• Improved file organization by implementing an efficient categorization and labeling system.
• Managed high volumes of daily paperwork, prioritizing tasks effectively to meet deadlines without compromising accuracy or organization.

• Ensured that clients and vendors received thorough and outstanding customer service
• Generated and monitored reports needed to track trends to target specific customers
• Worked closely with the cashier to ensure accurate billing and customer payments were posted in a timely manner
• Made and tracked vendors’ payments and kept a log of all transactions
• Maintained a confidential environment within the Boards and Commission Office
• Prepared travel arrangements for Board members
• Performed various clerical duties including maintaining client databases for ongoing day-to-day operations; typing memorandums and letters for distribution to various employees; answering and routing phone calls to various offices; and receiving, sorting, and distributing mail throughout the Office.

• Completed opening and closing checklist
• Prepared a variety of food items for cooking
• Maintained a clean and sanitary work and service area including tables, ovens, and refrigeration equipment
• Took orders from guests (in person and over the phone) and entered a point-of-sale system
• Accepted payments, processed credit card charges, and provided accurate change to customers.
• Operated pizza oven and other kitchen equipment safely to protect team members from harm and equipment from damage.
• Developed strong time management skills by juggling multiple orders during peak hours without compromising quality.
• Monitored and maintained clean working areas and cooking surfaces.