Delta Air Lines, Inc.06/1994 - Present
Senior Customer Service Representative (Gate Agent / Ticket Agent)06/1996 - Present
Meet arriving flights using prescribed procedures; plan flights using Cornerstone. Make operations entries needed for flight planning; identify boarding documentation required to board aircraft; assist customers with upgrades; process electronic tickets; assist in-flight and cockpit crew with jump-seat passengers; prepare pre-departure reports for cockpit crew and flight attendants; preparation of departure reports and dispatching of flights.
Customer Service Representative (Connection Team)09/1995 - 06/1996
Rerouting and expediting connecting elite passengers off late inbound flights; greeting and escorting first and business class and Medallion Level frequent flyers, ensuring that their needs are met.
Customer Service Representative (Check-in Agent)06/1994 - 09/1995
Worked check-in for codeshares (Swissair and Sabina, at that time), processing their passengers for the flights in DCS computer system, using codeshares system connected to Brussells.
Dynair Services Cooperation08/1993 - 03/1994
Senior Supervisor Passenger Service
Supervised operations, from check-in to departures, at gates, ticket counter, and baggage room; responsible for daily and weekly reports of staff and flights. Supervised 50 agents, preparing performance evaluations; providing coaching, counseling and mentoring to develop high performing team.
KLM Royal Dutch Airlines11/1990 - 06/1993
Customer Service Representative (Agent)
Checked in passengers, baggage, and boarded flights. Assisted arriving passengers with customs and immigrations.
British Airways06/1986 - 11/1990
Analyzed and processed financial reports from US divisions, consisting of cash and credit reports. Responsible for journal entries, bank reconciliations and various expense accounts. Worked with head office in London and with New York financial institutions. Worked on special projects, such as division draft account item processing/clearing, implementing it on Wang computer system. Responsible for cash flow used by company executives for personal expenses.
LaGuardia Community College1984-1986AccountingAssociate Degree
Hunter College1986-1988Business Management
Ground Security Coordinator
Ground Security Coordinator2001
ADDITIONAL SKILLS AND INFORMATION
Multi-task well, working with minimal supervision. Work well with personnel at all levels within an organization, from line staff to executives. Experienced with supervising employees and delegation of work assignments. Work well in hi-stress/pressure situations
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