Summary
Overview
Work History
Education
Skills
Timeline
Generic

Yolanda Brown

Katy,TX

Summary

I Worked at United Airlines for 32 Years within those years I have successfully worked several positions. All positions that I've have held, I have always greeted internal and external customers with a professional warm and friendly demeanor. I am skilled at conflict resolution, Punctual problem solver and the ability to handle multiple projects simultaneously with a high degree of accuracy. I am a Team player, self-managed, and play an essential part of working with management to provide effective solutions for the long-term success for the team.

I am seeking to maintain a full-time or relief position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

33
33
years of professional experience

Work History

UNITED AIRLINES - AIRPORT OPERATIONS SUPPORT DESK

United Airlines
Houston, TX
03.2003 - Current
  • Handle incoming phone calls from airport field agents.
  • Provide support for domestic and international locations.
  • Provide expedited e-Ticket and other SHARES transactions for field agents.
  • Provide clarification on United policy and procedure.
  • Aid with navigating various user applications
  • Monitor and respond to emails in a timely and efficient manner.
  • Complete Federal Air Marshall (FAM) travel.
  • Aid with Customs Border Patrol (CBP) documentation and offload request
  • Perform manual ACI (automated check in) functions: answer calls from/to stations, fleet hard block flights, process ACI re-accommodations for all equipment swaps, and block inoperative seats.
  • Assist with calculating Denied Boarding Compensation

Atlanta City Ticket Office

United Airlines
Atlanta, GA
02.2001 - 03.2003
  • Provided customer service by selling tickets and merchandise, answering questions, and distributing programs.
  • Kept detailed sales and day-to-day office records for ticket office.
  • Greeted customers with smile and provided friendly, knowledgeable service.
  • Processed cash, debit and credit card payments, maintaining 100% accuracy rate.
  • Provided guidance on seating and ticketing procedures to increase customer satisfaction.
  • Worked flexible hours across night, weekend and holiday shifts.
  • The gate area Monitor passenger flow and ensure that boarding is completed on time.
  • Handle lost or delayed luggage claims, providing assistance as needed.

Ticket Agent / Gate Agent

United Airlines
Atlanta, GA
02.1998 - 02.2001
  • Provided schedule, routing and fare information to assist customers with ticket purchases.
  • Supported customers with wheelchair access and special seating requirements to support continuous accessibility.
  • Utilized customer service skills to resolve customer complaints and provide timely and accurate information.
  • Greet and assist all customers with a prompt and friendly manner.
  • Presented a professional and positive image of United Airlines
  • Provide check-in assistance, ticketing changes, rebooking itineraries, and special service request for passengers.
  • Performing security checks on passengers prior to boarding, including collecting identification and luggage scans.
  • Processing passenger boarding passes, checking IDs, and answering questions about flight schedules, seating arrangements, baggage fees, etc.

Customer Care Representative

United Airlines
Houston, TX
03.1996 - 02.1998
  • Provide excellent customer service to passengers, responding to inquiries and resolving complaints in a timely manner
  • Fulfilled compensation
  • Assist customers with ticketing, check-in, boarding, baggage handling, and other related services
  • Ensure compliance with all applicable safety regulations and procedures
  • Provide accurate information regarding flight schedules, fares, routes, and other travel options
  • Process payments for tickets, upgrades, and additional services
  • Maintain up-to-date knowledge of United Airlines policies and procedures
  • Respond to customer inquiries via phone, email
  • Utilized computer systems to access customer data and update records
  • Remain current on industry trends and changes in airline regulations

Executive Accounts Desk Agent

United Airlines
Houston, TX
03.1992 - 03.1996
  • Developed a professional relationship with Travel Agencies, That produce 80% of United Airlines Sales
  • Worked at a call center Assisting Travel Agencies with Fares, overbooking, and product questions.
  • Monitored Travel Agents sales.
  • Updated Travel Agents with policy and procedures , as well as safety standards.
  • Shares knowledge
  • Helped Travel Agents complete purchases.

Airline Reservation Agent

United Airlines
Houston, TX
07.1990 - 03.1992
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Provided customers with information about availability and pricing.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
  • Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
  • Resolved various issues and discrepancies for customers.
  • Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.

Education

Computer Science And Programming

Houston Community College - 1982 - 1983
Houston, TX

Skills

  • Shares, Jet, Aero Knowledge
  • Microsoft Word, Excel, Powerpoint
  • Aircraft Operations Procedures
  • Ticket Reissues, Ticket Changes
  • Interpersonal Skills
  • Dependable, Reliable, Caring, Efficient
  • Self Motivated
  • Patience

Timeline

UNITED AIRLINES - AIRPORT OPERATIONS SUPPORT DESK

United Airlines
03.2003 - Current

Atlanta City Ticket Office

United Airlines
02.2001 - 03.2003

Ticket Agent / Gate Agent

United Airlines
02.1998 - 02.2001

Customer Care Representative

United Airlines
03.1996 - 02.1998

Executive Accounts Desk Agent

United Airlines
03.1992 - 03.1996

Airline Reservation Agent

United Airlines
07.1990 - 03.1992

Computer Science And Programming

Houston Community College - 1982 - 1983
Yolanda Brown