TZU CHAN LEE
Chicago,USA
Summary
Dynamic aviation professional with extensive experience at Swissport, excelling in passenger services operations and leadership. Proven track record in optimizing team performance and enhancing customer satisfaction. Skilled in Altea CM systems and interdepartmental communication, consistently ensuring compliance with safety regulations while managing special service requests effectively. Resourceful Customer Service Supervisor, known for productive and efficient task completion. Specializing in conflict resolution, customer relationship management, and operational improvement. Excel in communication, leadership, and problem-solving to enhance team performance and customer satisfaction.
Overview
6
6
years of professional experience
Work History
Cargo OPERATION AGENT
China Airlines
01.2025 - Current
- Prepared flight plans and calculated weight & balance to optimize aircraft capacity and fuel efficiency
- Verified dangerous goods shipments to comply with DGR regulations and airline safety protocols
- Oversaw freighter loading/unloading operations, ensuring accuracy and minimizing turnaround time
- Cross-utilized to gain cargo-side exposure while continuing to focus on passenger operations and leadership roles
Passenger ACCOUNT MANAGER
Swissport for Client Qatar Airways
02.2023 - 01.2025
- Acted as the primary liaison between Swissport and Qatar Airways station management, ensuring contractual service levels and KPIs were met
- Supervised day-to-day functions for all passenger services including check-in, gates, and boarding operations
- Conducted team briefings, investigations, and incident reporting, maintaining strict compliance with airline policies and safety standards
- Led training and coaching initiatives to elevate service quality and brand consistency across all touchpoints
- Processed payroll, schedules, and attendance for team members, optimizing staff coverage for peak operational hours
Turnaround Coordinator
Swissport for Client Qatar Airways
01.2021 - 12.2024
- Coordinated all aspects of aircraft turnaround, working across departments to ensure on-time performance
- Supervised boarding bridge operations and gate coordination to maintain operational flow and safety
- Communicated real-time status updates to airline representatives, maintaining transparency and accountability
- Assisted with boarding and offboarding of special needs passengers, aligning with customer service expectations
Passenger Services Supervisor
Swissport for Client Qatar Airways
08.2019 - 12.2024
- Supervised a team of frontline agents, ensuring seamless customer experiences from check-in to boarding
- Managed special service requests (SSR), including passengers with reduced mobility, unaccompanied minors, and VIP travelers
- Handled escalated customer complaints and service recovery to uphold Qatar Airways’ 5-star service promise
- Ensured compliance with TSA, DOT, and international travel regulations during all passenger processes
- Participated in audits and implemented corrective actions to address service gaps or non-compliance
Education
Master of Science - Project Management
Lewis University
Romeoville, IL12.2023
Master of Science - Aviation and Transportation
Lewis University
Romeoville, IL05.2019
Bachelor of Business Administration - Tourism Information
Aletheia University
Tamsui, Taiwan06.2015
Skills
- Passenger services operations
- Leadership and staff development
- Special service management
- Airline and airport safety
- Time management
- Gate and ramp coordination
- Interdepartmental communication
- Altea CM and FM systems
Training And Certificates
- Customer experience training by Qatar Airways
- Certified trainer for Altea Flight Management and Altea Customer Management
- Certified Aircraft door open operation
- Certified jet bridge operation
Timeline
Cargo OPERATION AGENT
China Airlines
01.2025 - Current
Passenger ACCOUNT MANAGER
Swissport for Client Qatar Airways
02.2023 - 01.2025
Turnaround Coordinator
Swissport for Client Qatar Airways
01.2021 - 12.2024
Passenger Services Supervisor
Swissport for Client Qatar Airways
08.2019 - 12.2024
Master of Science - Project Management
Lewis University
Master of Science - Aviation and Transportation
Lewis University
Bachelor of Business Administration - Tourism Information
Aletheia University
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