JUSTINE PLANAS
Melbourne ,VIC
Summary
Dedicated aviation professional prepared to leverage extensive passenger service experience to enhance customer satisfaction. Proven ability to handle check-in processes, manage customer inquiries, and resolve issues promptly. Known for teamwork and adaptability, contributing to collaborative and results-driven environment.
Overview
6
6
years of professional experience
Work History
Passenger Service Agent
Swissport
Edinburgh, United Kingdom
03.2023 - 08.2024
- Maintained up to date knowledge of company products and airline policies (main product was Qatar Airways) to provide helpful suggestions to their inquiries as well as providing top quality service.
- Greeted passengers by their surname and displayed respectful attitude, helping develop rapport with the customer base.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Maintained a calm and professional demeanour during high-stress situations, effectively addressing passenger concerns and fostering a positive travel experience.
- Contributed to the achievement of on-time departure goals through efficient gate management processes.
- Improved language interpretation support for international travellers by leveraging multilingual abilities when necessary.
- Assisted passengers with special needs, providing compassionate care and facilitating smooth travel experiences.
Breakfast Assistant
Holiday Inn Express
Edinburgh, United Kingdom
11.2021 - 01.2023
- Created a welcoming and presentable environment to guarantee that guests have a great breakfast experience by ensuring the floor was fully stocked and cleanliness was maintained throughout the operation.
- Continually displayed enthusiasm and great work ethic even during peak periods with limited staff.
Front of House
Maki & Ramen
Edinburgh, United Kingdom
09.2018 - 09.2021
- Worked as a collaborative team member to achieve the highest level of service in line with the company's values.
- Adapted to a range of customers and situations and settled any customer disputes in a professional manner.
- Cleaned and organized front of house to foster welcoming and aesthetically pleasing environment.
- Streamlined front of house operations for increased efficiency with well-organized scheduling and task delegation.
- Trained new employees on front of house policies, procedures, and best practices to ensure consistent service quality.
Education
Bachelor of Arts - International Tourism and Airline Management
Edinburgh Napier University
Edinburgh, Scotland07.2021
HNC (Higher National Certificate) - Travel And Tourism
Edinburgh College
Edinburgh, Scotland 05.2019
High School Diploma -
Holy Rood RC High School
Edinburgh, Scotland 06.2018
Skills
- Ability to work well in a team and independently
- Adaptability
- Customer service
- Ability to remain calm in stressful situations
- Great verbal communication
Languages
English
Tagalog
Timeline
Passenger Service Agent
Swissport
03.2023 - 08.2024
Breakfast Assistant
Holiday Inn Express
11.2021 - 01.2023
Front of House
Maki & Ramen
09.2018 - 09.2021
Bachelor of Arts - International Tourism and Airline Management
Edinburgh Napier University
HNC (Higher National Certificate) - Travel And Tourism
Edinburgh College
High School Diploma -
Holy Rood RC High School