Valeria Jacome Fernandez
Melrose Park,IL
Summary
Courteous Passenger Service Agent boasting 3 years of experience in airline customer service. Sound knowledge of airline operations and effective customer service strategies. Successful handling baggage, checking in passengers and conducting security screenings. Adept at training, scheduling and leading team members to provide exceptional support. Collaborative and friendly known to go extra mile to deliver customer satisfaction.
Overview
3
3
years of professional experience
Work History
Passenger Service Agent
Alliance Ground International
2023.10 - Current
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Contributed to the achievement of on-time departure goals through efficient gate management processes.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Airlines: Air India and Cathay Pacific
Passenger Service Supervisor
Alliance Ground International
2023.02 - 2023.10
- Monitored security and maintained operational protocols.
- Conducted thorough investigations into passenger complaints or incidents, implementing corrective actions when required to prevent future occurrences of similar situations.
- Evaluated employee performance regularly, providing constructive feedback and growth opportunities as needed for continued development within the team.
- Managed team member schedules and work assignments.
- Airline: Finnair
Passenger Service Supervisor
Worldwide Flight Services
2022.05 - 2023.02
- Successfully managed high-pressure situations, maintaining composure while finding solutions to complex problems quickly.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Completed bi-weekly payroll for 10-15 employees.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Assisted with training and development of team members.
- Airlines: Finnair
Education
Bachelor of Arts - Justice Studies
Northeastern Illinois University
Chicago, IL05.2021
Skills
- Customer Service Management
- Data Entry
- Strong Organization
- Coordinating schedules
- Computer Terminal Operations
- Problem-Solving
- Active Listening
- Critical Thinking
- Microsoft Office
- Spanish Fluency
Timeline
Passenger Service Agent
Alliance Ground International
2023.10 - Current
Passenger Service Supervisor
Alliance Ground International
2023.02 - 2023.10
Passenger Service Supervisor
Worldwide Flight Services
2022.05 - 2023.02
Bachelor of Arts - Justice Studies
Northeastern Illinois University
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