Andreea Georgiana Plosnita
Pomezia
Summary
Airline customer service agent working with American Airlines with in-depth knowledge of flight management protocols and modern ticketing booking procedures. Diplomatic and calm professional with one year of experience in airline industry. Commended for diffusing complaints and handling customer inquiries well.
Overview
1
1
year of professional experience
Work History
Airport Customer Service Agent
Aviapartner
04.2023 - Current
- Enhanced customer satisfaction by providing timely and accurate flight information.
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Resolved customer complaints and concerns professionally, resulting in increased customer loyalty.
- Ensured passenger safety by strictly adhering to all airport security protocols and procedures.
- Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
- Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
- Efficiently handled baggage claims, reuniting passengers with their belongings quickly and accurately.
- Assisted customers with special needs, offering personalized support throughout their travel experience.
- Provided exceptional service at ticket counters, booking flights and processing payments securely.
- Delivered clear announcements over the PA system, communicating important flight updates to all passengers.
- Coordinated wheelchair services for passengers in need of assistance, ensuring their comfort and safety throughout the airport journey.
- Managed lost and found items efficiently, returning valuables to rightful owners whenever possible.
- Maintained a clean work environment by keeping the counter area tidy and well-organized at all times.
- Provided assistance during emergency situations following established protocols to ensure passenger safety.
- Handled disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
- Supported colleagues during peak hours by taking on additional tasks when needed.
- Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.
- Contributed to team success by sharing best practices learned through training sessions or past experiences with fellow agents.
- Received positive feedback from management for consistently meeting and exceeding performance goals in terms of customer satisfaction and efficiency.
- Verified identification and travel documents to efficiently board passengers for on-time departure.
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
- Coordinated with ramp agents to successfully store, remove and transport customer baggage.
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
- Used airline computer system to create airline tickets and boarding passes.
- Operated PA system to make announcements regarding flight activity.
- Operated specialized weighing and screening equipment to weigh and screen passenger luggage.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Education
M.D Languages & Literatures For Translation - Language Interpretation And Translation
Università Degli Studi Roma Tre
Rome, Italy03.2024
LANGUAGES & LITERATURES FOR INTERCULTURAL COMMUNIC - Language Interpretation And Translation
Università Degli Studi Roma Tre
Rome, Italy02.2020
Skills
- Communication Expert
- Creativity Expert
- Leadership Expert
- Adaptability Expert
- Openness Expert
- Problem-solving Expert
- Teamwork Expert
- Time management expertise
- Passenger Assistance
- Exceptional communication
- Strong multitasking
- Fluent in Multiple Languages
- Stress Tolerance
- Cultural Sensitivity
- Issue Resolution
- Problem-Solving
- Attention to Detail
- Professionalism
- Team Leadership
- Critical Thinking
- Problem-solving aptitude
- Multitasking
- Analytical Skills
- Effective Communication
- Adaptability
- Self Motivation
- Teamwork and Collaboration
- Active Listening
- Adaptability and Flexibility
- Interpersonal Communication
- Decision-Making
- Multitasking Abilities
- Team building
- Organizational Skills
- Continuous Improvement
- Reliability
- Team Collaboration
- Analytical Thinking
- Time management abilities
- Relationship Building
- Superior customer service
- Flexible Work Schedule
Languages
English
Bilingual or Proficient (C2)
French
Bilingual or Proficient (C2)
Spanish
Upper intermediate (B2)
Romanian
Bilingual or Proficient (C2)
Hobbies and Interests
- Singing
- Reading
- Traveling
- Photography
Timeline
Airport Customer Service Agent
Aviapartner
04.2023 - Current
M.D Languages & Literatures For Translation - Language Interpretation And Translation
Università Degli Studi Roma Tre
LANGUAGES & LITERATURES FOR INTERCULTURAL COMMUNIC - Language Interpretation And Translation
Università Degli Studi Roma Tre
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