Airline Customer Service Agent

Lead Passenger Service Agent — Summit Pacific Airways

Chicago, IL | May 2023 – Present

• Supervised boarding, check-in, and baggage operations for 15+ daily flights, leading a team of 8 agents to maintain a 98.4% on-time departure rate.
• Utilized Sabre and SHARES systems to resolve 120+ complex ticketing issues weekly, reducing passenger processing bottlenecks at the gate by 22%.
• De-escalated and resolved 45+ flight delay or cancellation disputes daily during peak travel seasons, boosting customer retention metrics by 18%.
• Coordinated with ground handling and air crew to expedite baggage loading for 200+ passenger flights monthly, reducing mishandled baggage claims by 16%.

Passenger Service Agent — Skyward Regional Link

Milwaukee, WI | June 2021 – April 2023

• Processed check-in, ticketing, and baggage routing for an average of 350 passengers daily, ensuring strict adherence to TSA security protocols.
• Achieved a 99.1% scanning accuracy rate for 10,000+ pieces of checked luggage over a 12-month period, reducing routing errors by 15%.
• Managed standby, upgrade, and voluntary denied boarding (VDB) queues for 8 daily flights, maintaining a passenger satisfaction rating of 96.8%.
• Facilitated boarding operations for 1,200+ flights, resolving seat allocation and boarding pass errors to keep gate delays under 5 minutes.

Sabre, Amadeus, SHARES, GDS systems, Passenger check-in, Baggage routing, Gate operations, TSA security compliance, Conflict de-escalation, Customer service, Boarding coordination, IATA guidelines, Flight manifest tracking, Spanish (Bilingual)

Self-Service Kiosk Migration Program

Role: Implementation Lead / Testing Agent

Tools: Sabre, Navitaire, User Acceptance Testing (UAT)

Guided training and pilot execution for 12 new check-in kiosks, reducing lobby wait times by 28% and increasing self-service adoption to 84%.

Gate Boarding Optimization Initiative

Role: Lead Gate Agent

Tools: SHARES, Microsoft Excel, Walkie-talkies

Redesigned gate queuing layouts and passenger boarding announcements for flight hubs, shortening total boarding time by 6 minutes per aircraft.

• IATA Passenger Ground Services Certification (2022)
• Sabre GDS Professional Training Certificate (2021)

• Languages: English (Native), Spanish (Bilingual)
• Volunteer Work: Assist with airport navigation and mobility aid for elderly passengers at the annual Chicago Senior Expo (2023-present)
• Availability: 2 weeks notice