Sosina Yifru
Lawrenceville,GA
Summary
Customer-focused airline professional with 5+ years of experience in airport operations, passenger handling, and customer relations. Skilled in complaint resolution, flight disruption recovery, and VIP customer service. Strong knowledge of Amadeus, DCS, and ticketing systems. Proven ability to perform under pressure while ensuring on-time performance (OTP), safety, and service excellence.
Overview
2
2
years of professional experience
Work History
Chief Customer Service Agent
Ethiopian Airlines
04.2024 - Current
- Coordinated with ground crew, airport authorities, and cross-functional teams to ensure smooth baggage, check-in, and boarding processes.
- Resolved passenger issues including delays, cancellations, misconnects, and lost luggage; issued travel/hotel vouchers during irregular operations.
- Assisted VIPs, business class customers, unaccompanied minors, and passengers with disabilities, ensuring compliance with policies.
- Delivered premium service and ensured positive customer experience across all touchpoints.
Education
Bachelor's Degree - Economics
Addis Ababa University
EthiopiaSkills
- Airport Operations & Passenger Services
- Customer Service & Complaint Resolution
- Flight Irregularity Recovery & Service Recovery
- Sabre Interact, DCS & Ticketing Systems
- VIP & Premium Customer Care
- Special Assistance & Disability Services
Timeline
Chief Customer Service Agent
Ethiopian Airlines
04.2024 - Current
Bachelor's Degree - Economics
Addis Ababa University
Additional Information
- High energy, adaptable, and able to work shifts.
- Authorized to live and work in the United States.