Fracine Lavea
Melbourne,VIC
Summary
Proven Passenger Service Agent at Dnata Airport Operations, excelling in baggage handling and motivating teams for peak performance. Mastered check-in and boarding processes, enhancing passenger experience and operational efficiency. Demonstrated expertise in travel documentation and VIP support, contributing to a 20% improvement in customer satisfaction scores. Skilled in reservations and cash management, ready to deliver exceptional service.
Overview
2
2
years of professional experience
Work History
Passenger Service Agent
Dnata Airport Operations
11.2023 - Current
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Educated passengers on safety procedures and provided assistance to disabled passengers
Customer Service Representative
Country Road Group
11.2022 - 11.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Year 12 Certificate -
Tarneit Senior College
11.2022
Skills
- Baggage handling
- Strong organization
- VIP support
- Coordinating schedules
- Check-in procedures
- Travel documentation
- Cash management
- Ticketing knowledge
- Reservation systems
- Boarding gate procedures
- Performance improvements
- Check-in processes
- Reservations
- Boarding assistance
- Ticketing
- Passenger check-in
- Issuing tickets
- Pre-boarding checking
- Checking in passengers
- Baggage handling abilities
- Motivating employees
- Passenger ramp assistance
- Departures management
- Customer experience management
- Call handling
- Customer call notes
- Online chat
- Parts ordering
- Teamwork
- Customer service
- Problem-solving skills
- Reliability
- Customer service excellence
- Calm under pressure
- Effective communication
- Team collaboration
Timeline
Passenger Service Agent
Dnata Airport Operations
11.2023 - Current
Customer Service Representative
Country Road Group
11.2022 - 11.2023
Year 12 Certificate -
Tarneit Senior College
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