Mina Kaplarevic
ADELAIDE,SA
Overview
2
2
years of professional experience
4
4
years of post-secondary education
Work History
Airport Customer Service Agent
Sky partner
Belgrade , Serbia
01.2025 - 12.2025
- Position: Check-in and Boarding Officer
* Duration: April 2025 – July 2025
* Job Description:
- [ ] Check-in passengers and issue boarding passes
- [ ] Check travel documents in accordance with company procedures
- [ ] Organize and supervise the boarding process
- [ ] Communicate with passengers and resolve any issues
- [ ] Cooperate with security and airport services
- [ ] Work in a dynamic and international environment - Assisted passengers with check-in and boarding processes.
- Provided information about flight schedules and gate assignments.
- Resolved passenger issues with empathy and professionalism.
- Supported luggage handling procedures for efficient service delivery.
- Provided customer service to travelers in the form of answering questions, resolving complaints, and providing directions.
- Greeted passengers upon arrival and departure, providing ticketing assistance and general information.
- Verified identification documents such as passports or driver's licenses.
- Assisted disabled passengers with special needs throughout their travels.
- Resolved conflicts between passengers using effective interpersonal skills.
- Provided clients with assistance in preparing required travel documents and forms.
- Built and maintained productive relationships with employees.
- Provided guidance to passengers regarding available services within the airport terminal complex.
- Processed payment transactions utilizing point of sale systems.
- Inspected luggage for prohibited items prior to loading onto aircrafts.
- Trained new staff members on proper customer service techniques and policies.
- Collaborated with team members to maintain a smooth operation.
- Handled customer inquiries regarding baggage policies and fees.
Librarian
City Library
Krusevac, Serbia
01.2024 - 10.2024
- Assisted patrons in locating and accessing library resources.
- Organized and maintained library collections for easy retrieval.
- Conducted storytime sessions for children to promote literacy.
- Collaborated with staff to improve user experience and service delivery.
- Managed circulation desk operations, including checking in and out materials.
- Researched and recommended new acquisitions based on community interests.
- Organized library equipment and collections.
- Replaced worn labels and barcodes to keep materials in good physical condition.
- Reshelved books to maintain neat and tidy reading area.
- Maintained records of patron borrowing activity with an automated system.
- Developed and maintained library collection by selecting, ordering, cataloguing, and classifying books and other materials.
- Organized book displays and coordinated special events such as author visits.
- Kept resources in clean and working fashion to maintain availability for use.
- Answered patrons' questions at circulation desk.
- Organized library media supplies, main catalog, special equipment and permanent records.
- Provided reference services to students, faculty, staff, and community members using print and electronic resources.
- Researched current trends in libraries to stay abreast of new technologies.
- Processed faculty requests for new resources.
- Used physical books, internal databases and online resources to help patrons with diverse questions.
Education
Graduate Certificate - Police Work And Security
Faculty of Police Work And Security
Ljubljana, Slovenia 10.2019 - 07.2023
Skills
- Customer service
- Conflict resolution
- Document verification
- Team collaboration
- Communication skills
- Problem solving
- Training development
- Fluent in multiple languages
- Adaptability
- Adaptability and flexibility
- Problem-solving abilities
- Passenger assistance
- Ticketing system
- Adaptable under pressure
- Airport security awareness
- Gate assignment coordination
- Boarding process efficiency
- Airline policies
- Relationship building
Timeline
Airport Customer Service Agent
Sky partner
01.2025 - 12.2025
Librarian
City Library
01.2024 - 10.2024
Graduate Certificate - Police Work And Security
Faculty of Police Work And Security
10.2019 - 07.2023