Hewan Yekuno
Melbourne,Australia
Summary
Customer service professional with experience in the aviation and logistics industries. Currently working as a Passenger Service Agent at dnata, ensuring smooth flight operations and compliance with visa and passport regulations. Experienced in handling Singapore Airlines and Cathay Pacific flights and proficient in using the Amadeus reservation system. Strong background in customer service from previous roles at McDonald's, StarTrack, and Fines Victoria. Passionate about travel and dedicated to providing excellent service.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Passenger Service Agent
dnata
11.2023 - Current
- Ensure flights for Singapore Airlines and Cathay Pacific depart on time by coordinating with airline staff and ground operations
- Verify passengers’ visas, passports, and travel documents to ensure compliance with regulations
- Provide exceptional customer service to passengers, addressing inquiries and resolving issues
- Utilize the Amadeus reservation system for check-in and passenger management
Call Center Representative
StarTrack
08.2022 - 10.2023
- Handled customer inquiries regarding shipping and logistics
- Resolved delivery issues efficiently to maintain high customer satisfaction
- Processed orders and tracked shipments using internal systems
Customer Service Representative
Fines Victoria
05.2020 - 08.2022
- Assisted customers with inquiries related to fines and payments
- Provided clear and professional guidance on legal and financial matters
- Maintained accurate records and handled sensitive customer information
Crew Member
McDonald's
02.2017 - 05.2020
- Provided excellent customer service in a fast-paced environment
- Processed orders and handled cash transactions
- Maintained cleanliness and adhered to food safety standards
Education
Melton Secondary College & Staughton College
01.2018
Skills
- Customer service and conflict resolution
- Flight operations and passenger handling
- Visa and passport verification
- Airline check-in and boarding procedures
- Communication and interpersonal skills
- Problem-solving and attention to detail
- Time management and multitasking
- Baggage handling and lost luggage assistance
- Call center and administrative support
- Teamwork and collaboration
- Adaptability in fast-paced environments
- Computer proficiency (Amadeus, reservation systems, Microsoft Office)
Certification
- Certificate III in Hospitality
- Certificate IV in Tertiary Preparation
Reference
Dnata
Name: Ali Alfahad
Email: ali.alfahad@dnata.com.au
StarTrack
Name: Emily
Phone number: +61 412 310 295
Timeline
Passenger Service Agent
dnata
11.2023 - Current
Call Center Representative
StarTrack
08.2022 - 10.2023
Customer Service Representative
Fines Victoria
05.2020 - 08.2022
Crew Member
McDonald's
02.2017 - 05.2020
Melton Secondary College & Staughton College
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