Christina Ferguson
Chermside West,QLD
Summary
Results-driven professional specializing in customer engagement and satisfaction enhancement. Track record of effectively addressing client issues and improving overall experiences. Collaborative team member with flexibility to meet dynamic demands. Skilled communicator with strong problem-solving capabilities and rapport-building skills.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Airline Customer Experience Agent
Qantas Airways
07.2010 - 12.2024
- Delivered exceptional customer service through empathetic listening and effective problem-solving.
- Managed passenger boarding process to ensure orderliness and timeliness during peak periods.
- Maintained up-to-date knowledge of flight schedules to assist travellers accurately.
- Handled escalated customer complaints professionally, implementing satisfactory solutions.
- Reviewed passenger documents meticulously for accuracy before issuing boarding passes.
- Assisted passengers with special needs, ensuring a comfortable travel experience.
- Collaborated with team members to achieve high performance in demanding situations.
- Coordinated with departments to address operational challenges impacting customer experiences smoothly.
Airline Customer Service Agent
Menzies Aviation
11.2007 - 07.2010
- Streamlined check-in procedures, resulting in reduced wait times for passengers.
- Delivered exceptional customer service by employing empathetic listening and problem-solving skills.
- Managed orderly passenger boarding processes during peak periods for timely departures.
- Conducted rigorous ticket verification to prevent fraud and maintain security protocols.
- Handled escalated complaints with professionalism, implementing resolutions that addressed concerns.
- Maintained current knowledge of flight schedules, assisting travellers accurately.
- Provided support to passengers with special needs, ensuring comfort throughout travel.
- Collaborated effectively with team members to achieve high performance under pressure.
Education
TAFE Queensland
QLD01-2007
High School Diploma -
Year 12 All Hallows School
Brisbane, QLD01-2005
Skills
Leadership qualities
Travelled extensively
Organized with strong attention to detail
Honest, trustworthy and tolerant
Approachable and dedicated
Efficient and pleasant manner
Eager to learn and add value to the organization
A team player and able to motivate others
Certification
BLUE CARD
Languages
Italian
Native or Bilingual
Timeline
Airline Customer Experience Agent
Qantas Airways
07.2010 - 12.2024
Airline Customer Service Agent
Menzies Aviation
11.2007 - 07.2010
TAFE Queensland
High School Diploma -
Year 12 All Hallows School