Passenger Service Agent
Professional ATS-optimized resume template for Passenger Service Agent positions
Professional Title
Email: jane.doe@email.com | Phone: (555) 123-4567 | LinkedIn: linkedin.com/in/janedoe | Location: Dallas, TX
PROFESSIONAL SUMMARY
Customer-focused Passenger Service Agent with over 6 years of experience in enhancing passenger satisfaction at major airports. Adept at managing check-in procedures, resolving customer inquiries efficiently, and coordinating with airline and security teams to ensure seamless travel experiences. Known for strong communication skills, attention to detail, and a proactive approach to passenger assistance, contributing to improved customer reviews and operational efficiency.
SKILLS
Hard Skills
- Airline Check-in & Boarding Procedures
- Ticketing & Reservation Systems (Amadeus, Sabre)
- Baggage Handling & Loss Prevention
- Security Protocols & Compliance (TSA, DHS)
- Emergency Response & First Aid
- Multilingual Communication (English, Spanish)
Soft Skills
- Exceptional Customer Service
- Conflict Resolution & De-escalation
- Multitasking & Time Management
- Cultural Sensitivity & Empathy
- Team Collaboration & Communication
- Adaptability in Fast-Paced Environments
WORK EXPERIENCE
*Senior Passenger Service Agent*
*Global Airlines, Dallas/Fort Worth International Airport*
June 2022 – Present
- Managed check-in and boarding processes for an average of 300+ passengers daily, ensuring compliance with airline policies and security guidelines.
- Trained and mentored new agents, improving team efficiency and customer satisfaction scores by 15%.
- Resolved complex passenger issues related to baggage disputes and flight disruptions, maintaining a calm and professional demeanor.
- Facilitated communication between passengers and flight crews, resulting in smoother boarding procedures during irregular operations.
Passenger Service Agent
*SkyLine Airlines, Houston George Bush Intercontinental Airport*
August 2018 – May 2022
- Delivered excellent customer service by assisting travelers with ticketing, seat assignments, and special requests.
- Conducted security checks and documented irregularities, reducing luggage mishandling incidents by 10%.
- Coordinated with ground crew and security personnel during emergency situations, ensuring passenger safety.
- Implemented a new digital check-in kiosk process, reducing wait times and enhancing passenger experience.
*Customer Service Associate (Part-Time)*
*Airport Express Services, Miami International Airport*
June 2016 – July 2018
- Provided assistance to inbound and outbound travelers, including boarding guidance and informational support.
- Supported baggage handling and logistics, contributing to timely departures.
- Promoted loyalty programs and safety protocols, increasing customer engagement.
EDUCATION
**Bachelor of Arts in Hospitality Management**
University of Florida, Gainesville, FL
Graduated: May 2016
CERTIFICATIONS
- TSA Security Certification, 2018
- First Aid & CPR Certified, 2023
- Airport Customer Service Excellence Program, 2021
PROJECTS
- **Enhanced Passenger Experience Initiative (2024):** Collaborated with cross-functional teams to redesign the passenger assistance workflow, reducing wait times by 20% and increasing positive feedback.
- **Baggage Security Optimization (2023):** Led a team project to implement new baggage tracking software, decreasing lost luggage reports by 15%.
LANGUAGES
- English (Native)
- Spanish (Fluent)
**References available upon request.**
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