Elizabeth Abraham
Springfield
Summary
Dedicated Passenger Service Agent with expertise in passenger assistance and baggage handling. Committed to enhancing customer satisfaction and streamlining operations.
Overview
18
18
years of professional experience
Work History
Passenger Service Agent
UNIFI Service
Springfield, MO
05.2019 - Current
- Coordinated passenger check-in processes, ensuring timely service and compliance with airline policies.
- Managed baggage handling operations, optimizing workflows to enhance efficiency and reduce delays.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Trained new staff on operational procedures and safety protocols to maintain high service standards.
- Monitored flight schedules and communicated updates to passengers, improving overall travel experience.
- Led initiatives aimed at enhancing passenger satisfaction through feedback collection and proactive problem-solving.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Announced flight status updates and information about gate changes over PA system.
- Increased overall efficiency by cross-training in various roles within the airport terminal operations team.
- Tagged baggage and routed to appropriate location for loading and screening.
- Enhanced customer satisfaction by providing efficient check-in and boarding services.
- Contributed to the achievement of on-time departure goals through efficient gate management processes.
Cashier
Walmart
Springfield, MO
01.2017 - 05.2019
- Processed customer transactions efficiently using point-of-sale systems.
- Assisted in training new cashiers on operational procedures and best practices.
- Maintained accurate cash drawer, ensuring proper cash handling and accountability.
- Provided exceptional customer service, resolving inquiries and enhancing shopping experience.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Processed refunds and exchanges in accordance with company policy.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Customer Service Representative
King Cash Savers
Springfield, MO
07.2015 - 01.2017
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Managed product returns and exchanges, ensuring compliance with company policies.
- Assisted in training new staff on customer service protocols and systems.
- Collaborated with team members to streamline communication processes and reduce response times.
- Processed customer transactions efficiently using point-of-sale systems.
- Assisted customers with product inquiries and provided exceptional service.
- Maintained accurate cash drawer, ensuring proper cash handling practices.
- Trained new cashiers on register operation and customer service standards.
- Collaborated with team members to streamline checkout procedures.
Airport Customer Service Agent
United Airlines
Kosrae,FM
04.2008 - 06.2015
- Assisted passengers with check-in processes and baggage handling to enhance travel experience.
- Resolved customer inquiries and complaints efficiently, ensuring satisfaction and loyalty.
- Collaborated with team members to streamline operational workflows during peak travel periods.
- Provided accurate flight information and gate changes to keep passengers informed and prepared.
- Led initiatives to improve customer feedback response rates, fostering a culture of continuous improvement.
- Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
- Ensured passenger safety by strictly adhering to all airport security protocols and procedures.
- Handled disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
- Resolved customer complaints and concerns professionally, resulting in increased customer loyalty.
- Delivered clear announcements over the PA system, communicating important flight updates to all passengers.
- Provided exceptional service at ticket counters, booking flights and processing payments securely.
- Efficiently handled baggage claims, reuniting passengers with their belongings quickly and accurately.
- Provided assistance during emergency situations following established protocols to ensure passenger safety.
- Managed lost and found items efficiently, returning valuables to rightful owners whenever possible.
- Contributed to team success by sharing best practices learned through training sessions or past experiences with fellow agents.
- Maintained a clean work environment by keeping the counter area tidy and well-organized at all times.
- Received positive feedback from management for consistently meeting and exceeding performance goals in terms of customer satisfaction and efficiency.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Produced and shared customer service reports to support management decision-making.
Education
High School Diploma -
Kosrae High School
Kosrae,FM05-2022
Associate of Science - Business Administration
College of Micronesia-FSM
Pohnpei,FM05-2005
Skills
- Passenger assistance
- Customer service management
- Baggage handling
- Strong organization
- Reservation systems
- Reservations
- Baggage handling abilities
Timeline
Passenger Service Agent
UNIFI Service
05.2019 - Current
Cashier
Walmart
01.2017 - 05.2019
Customer Service Representative
King Cash Savers
07.2015 - 01.2017
Airport Customer Service Agent
United Airlines
04.2008 - 06.2015
High School Diploma -
Kosrae High School
Associate of Science - Business Administration
College of Micronesia-FSM