Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Mowava Michael

Bridgetown,08

Summary

Customer-focused professional dedicated to exceeding customer expectations and fostering loyalty. Skilled in addressing diverse concerns with a solution-focused approach and meticulous attention to detail. Proficient in research, documentation, and problem-solving.

Overview

5
5
years of professional experience

Work History

Passenger Service Agent

GCG Barbados (Ltd)/CAH
Christ Church
09.2020 - 09.2023
  • Greeted passengers and assisted with their inquiries.
  • Provided assistance to passengers with limited mobility.
  • Checked in passengers, assigned seats, and issued boarding passes.
  • Verified identification of passengers for security purposes.
  • Weighed luggage and collected fees for excess baggage.
  • Answered customer questions regarding flight information, airport amenities, and travel regulations.
  • Assisted customers with reservations, cancellations, and rebooking flights as needed.
  • Ensured all safety protocols were followed during the check-in process.
  • Monitored passenger traffic flow at the gate area to ensure efficient boarding of aircrafts
  • Managed customer complaints in a professional manner while providing solutions to resolve issues.
  • Informed passengers of any changes in flight schedules or other travel related matters.
  • Maintained accurate records of passenger manifests and checked luggage tags.
  • Enforced airline policies such as smoking restrictions, carry-on item limits.
  • Tracked lost items belonging to passengers and coordinated delivery when found.
  • Communicated effectively with other departments including maintenance staff, cargo handlers.
  • Prepared reports detailing daily activities including number of boarded passengers and revenue generated.
  • Demonstrated strong problem solving skills when dealing with difficult situations involving customers or personnel.
  • Operated computerized system to handle ticketing and check-ins.
  • Assisted passengers with reservations, ticketing and adjustments to itinerary.
  • Worked with personnel in gate area by verifying passenger documents before boarding aircraft.
  • Boarded passengers, closed aircraft doors and pulled jet bridge to prepare for departure.
  • Collected baggage charges and accepted baggage for check-in.
  • Kept passengers informed by announcing important information about itineraries, flights and luggage.
  • Coordinated with internal resources to process passenger information and dispatch flights on time.
  • Keyed passenger information into ticketing reservation system to process boarding passes.
  • Assisted special needs passengers and unaccompanied minors, driving seamless airport experience.
  • Managed gate, ramp and cabin services for each flight.
  • Upheld uniform and conduct guidelines to maintain professional appearance.
  • Furnished customers with information on routes, gates and terminals to assuage baggage and boarding concerns.
  • Utilized PA system to announce departures and changes to landings.
  • Liaised with ramp agents to load and unload wheelchairs, strollers and gate-checked bags.
  • Interpreted identification labels and tags to properly route baggage and cargo.
  • Pushed wheelchairs with passengers through terminal and gate areas to ease transport.
  • Assessed passenger's needs and abilities to deploy correct mobility equipment.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Built and maintained productive relationships with employees.
  • Provided clients with assistance in preparing required travel documents and forms.
  • Maintained client accounts by obtaining, recording and updating personal and financial information.
  • Processed various forms of payment and applied travel vouchers to help customers obtain tickets.
  • Transmitted information or documents to customers through email, mailings or facsimile machine.
  • Printed itineraries and tickets for average of 550 passengers each day.

Customer Service Representative

KM2Solutions
Bridgetown
09.2018 - 12.2020
  • Learned and adapted quickly to new technology and software applications.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Excellent communication skills, both verbal and written.
  • Strengthened communication skills through regular interactions with others.
  • Gained extensive knowledge in data entry, analysis and reporting.
  • Skilled at working independently and collaboratively in a team environment.

Education

Ph.D. - Community Health And Preventive Medicine

U.N.E.R.G
Venezuela
01-2018

Skills

  • Departures management
  • Boarding support
  • FAA Regulations
  • Customer Service Management
  • Check-in procedures
  • Reservation Processing

Languages

English
First Language
Spanish
Proficient (C2)
C2
French
Advanced (C1)
C1

Timeline

Passenger Service Agent

GCG Barbados (Ltd)/CAH
09.2020 - 09.2023

Customer Service Representative

KM2Solutions
09.2018 - 12.2020

Ph.D. - Community Health And Preventive Medicine

U.N.E.R.G

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Mowava Michael