Alessandra Pembele
Ottawa
Summary
Hard-working and trustworthy customer service prepared to contribute service-minded and dedicated attitude to dynamic customer service team. Expertly manages high-volume orders and completes assignments to meet customer demand and quality expectations.
Diligent agent with strong background in airline customer service. Known for resolving passenger issues effectively and maintaining high satisfaction levels. Demonstrated ability to manage stressful situations and communicate clearly with passengers and team members.
Experienced with handling passenger inquiries, ticketing, and baggage issues. Utilizes communication and problem-solving skills to ensure seamless travel experiences. Track record of maintaining composure and professionalism in high-pressure environments.
Airline professional with solid foundation in customer service and proven history of enhancing passenger experiences. Possesses keen focus on teamwork and adaptability, ensuring smooth operations and customer satisfaction. Recognized for excellent communication skills and ability to handle challenging situations with poise.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
3
3
years of professional experience
Work History
Airline Customer Service Agent
Swissport , Air Transat, Air France, United Airl
11.2023 - Current
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
- Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
- Collaborated with team members to achieve high levels of performance in demanding situations.
- Fostered a welcoming environment at the gate area by engaging in friendly conversations with travelers and attending promptly to their concerns.
- Streamlined check-in processes for faster service, resulting in reduced wait times.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Expedited lost luggage retrieval by coordinating efforts between ground crew and airline staff effectively.
- Proactively assisted passengers with baggage issues, minimizing delays and enhancing satisfaction.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Airport Customer Service Agent
Swissport
10.2023 - Current
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
- Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
- Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.
- Coordinated wheelchair services for passengers in need of assistance, ensuring their comfort and safety throughout the airport journey.
- Assisted customers with special needs, offering personalized support throughout their travel experience.
- Ensured passenger safety by strictly adhering to all airport security protocols and procedures.
- Enhanced customer satisfaction by providing timely and accurate flight information.
- Resolved customer complaints and concerns professionally, resulting in increased customer loyalty.
- Delivered clear announcements over the PA system, communicating important flight updates to all passengers.
- Efficiently handled baggage claims, reuniting passengers with their belongings quickly and accurately.
- Contributed to team success by sharing best practices learned through training sessions or past experiences with fellow agents.
- Maintained a clean work environment by keeping the counter area tidy and well-organized at all times.
- Supported colleagues during peak hours by taking on additional tasks when needed.
- Received positive feedback from management for consistently meeting and exceeding performance goals in terms of customer satisfaction and efficiency.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
Tim Horton I Have Been Working at Tim Horton F
Sheila
02.2022 - 09.2023
- Maintained clean and presentable cafe by wiping, sanitizing and replenishing supplies frequently to support workflow efficiency and employee job tasks.
- Cleaned and maintained dining area and condiment stations.
- Processed customer orders and accurately entered into order system.
- Provided information regarding promotions and menu items.
- Accurately operated cash register to process customer payments.
- Checked on dining areas frequently to clean up spills, wipe down tables and restock stations.
- Prepared salads, soups and sandwiches for customers.
- Delivered exceptional service as illustrated through multiple positive Yelp reviews.
Education
High School Diploma -
ST.Frances Xavier High School
06.2022
Skills
- Safe Food Handling
- Counter Restocking
- Cash Register Operations
- Customer Needs Assessments
- Front Counter Work
- Food Preparation
- Product Knowledge
- Excellent Work Ethic
- Timely Food Delivery
- Customer Assistance
- Sandwich Artistry
- Customer relations
- Airline policies
- Baggage handling
- Strong empathy
- Stress tolerance
- Travel documentation
- Customer service
- Critical thinking
- Decision-making
- Creative thinking
- Passenger assistance
- Documentation
- Team collaboration
- Problem-solving
- Special needs assistance
- Active listening
- Boarding pass assignment
- Baggage handling procedures
- Team leadership
- Relationship building
- Lost baggage tracing
- Customer documentation review
- Teamwork
- Quick thinking
- Multitasking
- Multitasking Abilities
- Organizational skills
- Adaptability and flexibility
- Cash handling
- Task prioritization
- Product knowledge
- Time management abilities
- Portuguese fluency
fluency
Languages
Portuguese
Native or Bilingual
Spanish
Native or Bilingual
English
Full Professional
French
Elementary
Timeline
Airline Customer Service Agent
Swissport , Air Transat, Air France, United Airl
11.2023 - Current
Airport Customer Service Agent
Swissport
10.2023 - Current
Tim Horton I Have Been Working at Tim Horton F
Sheila
02.2022 - 09.2023
High School Diploma -
ST.Frances Xavier High School
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