Result oriented, team player with over 15 years customer service experience seeking an opportunity to advance my career within the company to work as a Customer Service Manager



Strong communication and leadership abilities with emphasis on teamwork and meeting deadlines.

Highly organized with attention to detail and ability to service several transactions simultaneously.

Recognized for commitment to customers, long hours, technical skills, follow-up and professionalism.

Concise communication skills in conjunction with organizational skills to perform daily duties.

Extensive application knowledge centered on the Microsoft Office Suites. Competent using software including: Windows, Word, PowerPoint, E-mail, and the Internet.

Resourceful, energetic, competent, multi-task and results-oriented.

Public speaking with maintaining a pleasant and professional demeanor at all time along with good presentation experience.

Commended for dedicated work ethic and training in all aspects of work.

Work experience

Work experience
Jan 2001 - Jul 2015

Customer Service Representative

American Airlines

Provide clear, concise and courteous information for the traveling public.

Check-in Passengers, issue boarding pass, seat selection and verify immigration documentation for International Flights.

Handle irate passengers/over sells and those affected by irregular operations.

Coordinate the boarding of passengers onto the aircraft ensuring safety procedures are followed, monitor carry-on baggage and assist special needs passengers.

Ensure compliance with ground product, safety, security and work environment regulations in order to maintain the required quality and safety standards at all times.

Communicate clearly and politely with passengers in order to maintain clear communication with all parties concerned in the check-in and boarding process.

Responsible for completing all necessary arrangements for accommodating passengers such as prepare itineraries, compute fares, issue refunds, prepare and issue tickets, check baggage, as well as collect excess baggage charges.

Assist passengers with their ticketing issues and assure an on-time departure of outbound flights.

Deals with mishandled Customers as a result of over-sales, delayed or cancelled flights, lost, delayed, or damaged luggage. Resolves such problems quickly and within guidelines established by the Company

Assist in ticketing discrepancies for domestic and International flights.

Announce arrival and departure information, using public-address system.

Examine passenger ticket and pass to direct passenger to specified area for boarding, converse with customer to determine destination, mode of transportation, travel dates, and accommodations required.

Coordinates with other airport vendors regarding specific flight information (i.e. fueling, Gate gourmet for catering, Panasonic, Prospect for cabin service etc.)

Responsible for answering inquiries regarding general travel information and will prepare itineraries, compute fares, issue refunds, prepare and issue tickets, check baggage and collect excess baggage charges in accordance with tariff rules.


Available upon request

Contact info