Shina Johnson
Charlotte
Summary
Resourceful Airline Customer Service Agent known for high productivity and efficient task completion. Skilled in conflict resolution, ticketing software, and passenger assistance, ensuring smooth operations at the airport. Excel in communication, teamwork, and problem-solving to enhance passenger satisfaction and streamline service processes.
Specialize in providing top-notch customer service within the airline industry. Background includes handling ticketing, baggage claims, and boarding processes. Strengths lie in problem-solving skills, effective communication abilities, and strong knowledge of airline procedures and policies. Have consistently enhanced passenger satisfaction levels and improved operational efficiency in previous roles.
Resourceful professional in travel and transportation coordination, known for high productivity and efficient task completion. Skilled in itinerary planning, customer service, and issue resolution. Excel in communication, problem-solving, and adaptability, ensuring seamless travel experiences for clients.
Overview
11
11
years of professional experience
Work History
Airline Customer Service Agent
American Airlines
Charlotte
03.2015 - Current
- Assisted passengers with check-in procedures and boarding processes.
- Resolved customer inquiries and concerns promptly and professionally.
- Coordinated flight information updates to ensure passenger awareness.
- Provided support during irregular operations and flight delays.
- Trained new hires on customer service protocols and airline policies.
- Utilized reservation systems to book flights and manage itinerary changes.
- Assisted customers with ticketing, seating, and baggage handling requirements.
- Followed company policies and procedures related to customer service operations at all times.
- Performed check-in procedures for both domestic and international flights.
- Advised passengers of any changes or delays in their scheduled flights.
- Resolved customer complaints in a timely manner.
- Answered inquiries regarding airline services including rates, routes, schedules, travel regulations.
- Verified passenger documentation ensuring compliance with applicable laws and regulations.
- Checked luggage for proper weight distribution according to aircraft specifications.
- Provided assistance to passengers with special needs such as wheelchairs or unaccompanied minors.
- Responsible for ensuring all payment transactions are processed correctly before issuing tickets.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Education
Garinger High School
Charlotte, NCSkills
- Check-in procedures
- Flight coordination
- Ticketing support
- Reservation systems
Timeline
Airline Customer Service Agent
American Airlines
03.2015 - Current
Garinger High School