Khadija adil

**** * ********** *** *** *■ Chicago, IL 60641 ■ 773-***-****

Email: adf99i@r.postjobfree.com

PROFESSIONAL SUMMARY

Experienced and skilled Airport Passenger Service Agent with extensive knowledge of airline procedures, providing exemplary customer service in the facilitation of airline travel plans. Comfortable with ticket, check-in, security and baggage claim. Familiar with airline regulations and passenger safety and looking to learn more with a prospect that offers growth and opportunity.

QUALIFICATIONS

Substantial experience and outstanding skills in customer service.

Strong academic qualifications, more than 20 years of professional experience.

Accustomed to working in fast-paced environments with the ability to think quickly and successfully handle difficult clients.

Excellent verbal and written communication skills.

Excellent interpersonal skills, ability to work well with others.

Have a demonstrated track record of outstanding service; a calm, dependable professional who devotes every effort to achieve the best results.

Proficient in use of common industry computer programs and related software.

Good problem solving skills especially in high-pressure situations

PROFESSIONAL EXPERIENCE

Worldwide Flights Services (WFS) - O’Hare Chicago, IL

Passenger Service Supervisor, October 2016 to Present

Korean Airlines Chicago, IL

Provide leadership to Ground Operations employees, with a focus on Customer Service.

Assure that all Agents receive up to date training in a timely manner.

Ensure all Security procedures are followed diligently.

Ensure all Company Policies, procedures and regulations are adhered to.

Work as a team with all departments to quickly and efficiently process Customers and their baggage and explain boarding processes to ensure on time departures.

Perform skill audits regularly to assess performance.

Accurately and fairly review work performance of Customer Service Agents and ensuring that their Aptitude, Attitude and Attendance meet Company requirements.

Relay updates and information to passengers in a friendly and timely manner.

Maintain a friendly, positive attitude when resolving issues that arise with distressed passengers, while providing positively Outrageous Service to ensure the success of the Airline.

Ability to investigate and respond appropriately to inquiries resulting from distressed Customers whose situations have caused them to be inconvenienced in some way.

Knowledgeable in producing an Agent shift bid which will maximize coverage when needed, while minimizing premium shift differentials.

Daily Performance reporting.

Worldwide Flights Services (WFS) - O’Hare Chicago, IL

Passenger Service Agent September 2004 to October 2016

(Japan Airlines / Korean Airlines / Turkish Airlines)

Perform all aspects of airport and passenger service functions including: making reservations, checking baggage, collections of excess baggage charge, providing passengers with general travel information and completing pre-boarding checking procedures before passengers board the flight.

Provide assistance and related customer services at the ticket counter by checking passenger ticket for validity and lifts appropriate coupon, completes all necessary arrangements for accommodating passengers holding reservations, gate and baggage areas.

Provide services to passengers by performing meet and greets, making boarding and public announcements concerning flight arrivals and departures and tracking flight arrivals and departures.

Provide connecting flight information and direction assistance and handling unruly, upset, or angry passengers, standbys and their luggage, determines flight close-out time and prepares, completes and checks various flight forms for accuracy, invalidates tickets and completes post-departure procedures; performs lost and found activities, initiates tracing procedures for lost passenger articles.

Respond to customer inquiries in person and on the phone.

Track information on flight bookings and cancellations.

Prepare daily reports of passenger’s activity.

Cross-Cultural Interpreting Services (CCIS) Chicago, IL

Medical Interpreter February 2011 to 2014

Provide language services to non-English speaking patients to help then communicate with doctors, nurses and other medical staff.

Act as conduits between patients and medical professionals by listening to the professional and orally translating information into a patient’s native language.

International Language Services (ILS) Chicago, IL

Medical Interpreter May 2010 to November 2012

Sunline Services - O’Hare Chicago, IL

Passenger Service Agent February 2004 to September 2004

EDUCATION

Northeastern Illinois University Chicago, IL

Master's Degree in Computer Science, 2009

University of Economics – Legal and Social Science Casablanca, Morocco

Bachelor in Business Administration, 1997

I.C.F. Casablanca, Morocco

Computer Studies Diploma, 1997

CERTIFICATIONS

International Language Services (ILS) Chicago, IL

Medical Interpreter, 2010

TECHNICAL SUMMARY

Operating Systems: Window 7, Windows 98, 2000, XP, Vista.

Software Applications/Packages: MS OFFICE (Word, Excel, Access, Power Point).

Languages/Databases: C, C++, JAVA, HTML, XHTML, PHP.

LANGUAGE SPOKEN

English, French and Arabic.

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