Susana Tongia
Blairmount,NSW
Summary
Resourceful Airport Customer Service Agent known for productivity and efficiency in high-pressure environments. Excel at managing passenger inquiries, ticketing, and boarding processes with speed and accuracy. Specialized skills include conflict resolution, multilingual communication, and advanced computer proficiency. Thrive using strong interpersonal, problem-solving, and organizational abilities to enhance passenger experience and streamline operations.
Thrives under pressure and devoted to giving every customer a positive and memorable experience.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Ground Crew
Virgin Australia
Sydney Airport - Domestic, NSW
07.2015 - Current
- Greeted passengers upon arrival and departure, providing ticketing assistance and general information.
- Inspected luggage for prohibited items prior to loading onto aircrafts.
- Processed payment transactions utilizing point of sale systems.
- Took reservations from patrons by phone or online.
- Provided customer service to travelers in the form of answering questions, resolving complaints, and providing directions.
- Assisted disabled passengers with special needs throughout their travels.
- Provided guidance to passengers regarding available services within the airport terminal complex.
- Trained new staff members
- Scheduled ground transportation for arriving passengers when necessary.
- Verified identification documents such as passports or driver's licenses.
- Printed itineraries and tickets for passengers each day.
- Responded politely to passenger complaints regarding ticketing and baggage handling.
- Operated radio equipment to contact control towers for takeoff clearances, arrival instructions and other information.
- Operated equipment and machinery according to safety guidelines.
- Maintained updated knowledge through continuing education and advanced training.
- Worked effectively in team environments to make the workplace more productive.
Front Office Receptionist
Diana Plaza Hotel
Brisbane, QLD
05.2012 - 06.2015
- Provided excellent customer service by responding promptly to inquiries and requests from clients, customers in person or via telephone, email.
- Operated telephone switchboard to answer, screen and forward calls to appropriate personnel.
- Maintained front office cleanliness and organized supplies to increase productivity.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Greeted customers, checked in, and checked out guests.
- creating reservations via phone and email
Front Office Administrator
Springtime Gardens Caravan Park
Springwood, QLD
01.2011 - 01.2012
- ROS Experience.
- Check-in and check-out of guests.
- Process rent payments for permanent guests.
- Banking
- 2IC - Unsupervised.
- Worked effectively in team environments to make the workplace more productive.
- Identified needs of customers promptly and efficiently.
- Performed data entry tasks into various computer systems accurately and promptly.
- Performed clerical duties such as filing, photocopying, transcribing, and faxing.
- Maintained a neat reception area by organizing materials and tidying up furniture.
- Greeted customers, answered general questions and directed to appropriate locations.
- Coordinated pick-up and delivery of express mail services.
- Generated weekly remittance advices for all processed payments.
Front Office-Guest Service Agent
Burleigh Heads Tourist Park and Kirra Beach Tourist Part
Burleigh heads, QLD
01.2010 - 01.2011
- RMS Experience.
- Greeting guests.
- Check-in and check-out of guests.
- Responding to emails
- Managing incoming and outgoing calls.
- Work unsupervised.
- Opening and closing of the office.
- Problem solving.
- Guest inquiries face-to-face, over the phone, and email.
- Ability to multitask.
- Reporting to the office manager.
- Overnight Clerk
Administration Receptionist
Deltec International Couriers
Botany, NSW
01.2007 - 01.2010
- Managing incoming and outgoing switchboard.
- Responding to emails.
- Charging and billing company clients for freights (domestic and international).
- Opera System Experience
- Assist with visa applications and dealing with overseas embassies.
- Banking
- Document preparation for exports and imports of shipments.
- Preparing invoices.
- Overseas booking, shipments, and cargo.
- Data Entry.
- Ordering of stationery, kitchen supplies.
- Mail sorting.
Education
Cert III - Travel & Tourism
The Sydney Travel Training College
01.2007
Mackellar Girls High -
Mackellar Girls High
01.2004
Skills
- RMS Experience
- ROS Experience
- Opera Experience
- Sabre Experience
- Strong customer service background
- Friendly and efficient telephone manner
- Cash handling
- Microsoft Office – Word
- Microsoft Office – Excel
- Microsoft Office – Outlook
- Customer service
- Ground Crew
- Passenger assistance
- Baggage Handling
Hobbies and Interests
- Church
- Kids
- Socializing
- Fashion
- Music and Festivals
- Outdoors
References
- Pattie Campbell, Burleigh Beach Tourist Park, Goodwin Terrace, Burleigh Heads, QLD, 4220, (07) 5667 2750
- Tracey Larson-Holme, 30 Byrnes St, Botany, NSW, 2019, (02) 9316 6188
- Casimir Ugochukwu, Suite 8, 32 Oxford Road, Ingleburn, NSW, 2565, (02) 9605 8996
Languages
English
Professional
Tonga
Professional
Certification
- Full NSW Drivers Lic
- Australian Citizen
- Cert III Travel and Tourism
References
References available upon request.
Timeline
Ground Crew
Virgin Australia
07.2015 - Current
Front Office Receptionist
Diana Plaza Hotel
05.2012 - 06.2015
Front Office Administrator
Springtime Gardens Caravan Park
01.2011 - 01.2012
Front Office-Guest Service Agent
Burleigh Heads Tourist Park and Kirra Beach Tourist Part
01.2010 - 01.2011
Administration Receptionist
Deltec International Couriers
01.2007 - 01.2010
Cert III - Travel & Tourism
The Sydney Travel Training College
Mackellar Girls High -
Mackellar Girls High
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