Translator Service Agent

MARIA CHRSITINA C. MARTIN

**** * **** ** * Renton WA 98055 * adl13p@r.postjobfree.com 425-***-****

OBJECTIVE

Customer Service Agent / Gate Agent

SUMMARY: More than 10 years working as customer service for Airline industry and Private company. Working as Translator over the phone is the most exciting experienced I had because its more dealing with people with specific need of service at the same time resolving some complaints and error of service provided. Assisting Passengers for Check-in, create a reservation for passengers international and local flights, Assist customers specially with special needs, work as general liaison for construction firm, and also work as finance sales clerk as OJT( on- the job training). I am very positive person willing to learn new things and very flexible with schedules.

SKILLS

• Computer Literate: Word, Excel, PowerPoint

• Airline Computer Applications: Sabre Plus, Bagfinder, CUTE System, IMAGE system

• Management, Coordination, Customer Service, Supervising

• Business, Finance, Clerical, Filling, Organization

Education

1996-2001 Ateneo de Davao University Davao, Philippines

Bachelor of Science, Business Administration Major Management

July 2018 – Feb 11, 2020 Horizon Airlines Seattle Tacoma Airport Passenger Service Agent/ Team Captain Pool

• Provide frontline customer service to our passengers

• Works directly with passengers ticket purchases, passenger check-in, and flight.

• Boarding involving the heavy use of a computer based reservation program (IMAGE)

• As a Team Captain schedule agent PM shift schedule flights and monitor every flight for any delays, cancelled and takeover agents flight in the event that he/she cannot make it in time to the next assigned flight.

• Report Daily GIR regular irregularity of flights everyday to the head of the board and management.

• Resolve any irregularity in the boarding gate like intoxicated passengers, passengers with unruly behavior, passengers with special needs with issues, resolve reservation issues.

• Other duties as assigned.

Customer Service Work Experience

December 2013- Jan 31, 2014 Universal Language Services Interpreter/Translator

• Over-the-phone interpretations.

• Answering phone calls from clients that request in person interpreter.

• Calling companies to confirm request interpreter ETA and interpreter identification.

• Record all conversation on display monitor to help other office agent to be aware about issues and details of a particular case or request.

• Communicate, report, and solve problem to the supervisor about conflict schedule and no show interpreter, And clients complaint about the service.

• Check company emails before end of the day for incoming client request for the following day.

September 2007- Oct. 31, 2013 Eva Airways Corporation Seattle Tacoma Airport Customer Service/Traffic Officer

• Officer In-Charge of inbound flight and lost in found.

• Check-in passenger for outbound International flight.

• Check passports, visas, luggage, and itineraries to match passenger identification.

• Check reservation and check-in passengers to final destination.

• Help passenger with confused flight schedule and concerns.

• Assist in checking of pre-boarding documents.

• Guide inbound passengers to Immigration.

• Assist unaccompanied minors.

• Ensure safety of the wheelchair passengers.

• Provide translation for passengers during check in.

• Filing of documentations (manifest, complain cases, financial reports) and

sending Telex to headquarters and countries involved in cases after end of the day.

• Conduct briefing before flight open for outbound.

April 2007- Sep 09, 2007 Airserv Corporation-Seattle Tacoma Airport American Airlines Baggage Service Supervisor

• Communicate, explain, answer, and guide confused passengers.

• Organized and make sure office is in proper order.

• Help agents with their work schedule and concerns.

• Close all QUES files. (Bags that sent, delivered, forwarded, files on hand, BIS- forwarding, Code 39, update messages from BMAS, FedEx, and closed Parcel made in previous days, hours before removing on files.

• Ensure our customers and their bags travel on the same flight.

• Accept claim for missing or delayed bags for tracer.

• Deliver delayed bags to the passenger address for good customer service.

• Contact passenger for lost items left in the aircraft

• Accept damage complains and claim for replacement, repairs, or check payments

• Ensure to return bags within 24 hours only when we are the carrier taking to final destination.

• Supervised agents for the bags that are not claim within 5 days to send to main office of American Airline office in DFW.

• Coordinate with the manager about some consequential problems with the passenger

• Maintain a good relationship with team members.

January 2007- Mar. 30, 2007 AirServ Corp. Seattle-Tacoma Airport, WA Dispatch Supervisor Special Services (United Airlines)

• Dispatch wheelchair requests from airline and transmit the electronic work orders to the appropriate wheelchair service team members.

• Answer phone calls, coordinate with service personnel, record details in computer, and supply market track to flight attendants.

• Supervise the rotation of wheelchair handlers, plane guards, pre board agents, door guards, bag handlers, and cart pushers.

Customer Service Agent Ticket Counter (United Airlines)

• Compare passenger ticket flight information with identification for security and accuracy.

• Examine luggage for size and volume requirements.

• Ensure security requirements are met.

• Greet passengers and provide positive flying experience.

• Help confused and anxious passengers with questions about the location of shops, restrooms, terminal /gate locations and direct them to customer service centers as appropriate.

REFERENCES:

Noy Xayavhong

Horizon Airlines PSA/Team Captain Tel.# 206-***-****

Wizard of Coast Tel.# 206-***-****

Phuong Dinh

Eva OIC

Tel.# 206-***-****

Margaret Johnson

EVA Supervisor Tel.# 425-***-****

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