Sonia Gordon
Miami Gardens,FL
Summary
Dedicated and results-driven professional with extensive experience in airline customer service, operations, and team leadership. Adept at managing customer interactions, coordinating schedules, and ensuring seamless travel experiences for passengers, including VIPs. Proven ability to perform under pressure, solve problems efficiently, and maintain high standards of professionalism.
Overview
36
36
years of professional experience
Work History
EVENT HOSTESS
Proof of the Pudding |
Atlanta, GA
04.2024 - Current
- Serviced VIP clients.
- Assisted in setting up the event space prior to the start time, and ensured it was properly cleaned up afterwards.
- Greeted and assisted patrons entering or exiting the facility.
- Performed walk-throughs during events to ensure guest satisfaction, and advised serving and bussing staff of specific guest needs.
- Tended to patrons with special needs by offering additional assistance.
- • Trained customer service team.
Service Director
Continental/ United Airlines
Fort Lauderdale, FL
12.2010 - 07.2020
- Supervised a team of over 20 Customer Service Agents (CSAs), managing daily schedules and briefings.
- Ensured smooth handling of ticketing, baggage claims, and VIP passenger services.
- Maintained ticket stock, special service forms, and coordinated with skycaps for efficient operations.
- Provided compassionate assistance to passengers dealing with difficult situations, such as medical emergencies.
Customer Service Agent
Continental Airlines
Miami, FL
12.1991 - 12.2010
- Managed customer check-ins, baggage processing, and boarding at ticket counters and gates.
- Verified international documentation for compliance with destination country requirements.
- Communicated flight status updates, and assisted passengers during delays.
- Organized and executed special events, including Take Your Child to Work Day, providing an immersive airline experience.
Airport Office Account Clerk
Continental Airlines
Boston, MA
12.1988 - 12.1991
- Processed daily cash-outs and audited both automated and manual ticketing systems.
- Maintained and organized financial records, billing, and collections.
- Generated weekly sales and refund reports to track financial transactions.
Education
Certificate of Technical Studies - Word Processing
Bridge Institute
Boston, MA06-1986
Associates - Business Management
University of Massachusetts, Boston
Boston, MA12-1983
Certificate - Typing
Dynamic Typing Institute
Boston, MA12-1980
Skills
- High-end customer service
- Strong attention to detail
- Dedicated professional commitment
- Team leadership
- Self-motivated professional
- Proficient in simultaneous tasks
VOLUNTEER EXPERIENCE
- Smiley Foundation, Mentor Program
Timeline
EVENT HOSTESS
Proof of the Pudding |
04.2024 - Current
Service Director
Continental/ United Airlines
12.2010 - 07.2020
Customer Service Agent
Continental Airlines
12.1991 - 12.2010
Airport Office Account Clerk
Continental Airlines
12.1988 - 12.1991
Certificate of Technical Studies - Word Processing
Bridge Institute
Associates - Business Management
University of Massachusetts, Boston
Certificate - Typing
Dynamic Typing Institute
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