Customer Service Agents

Curriculum Vitae

Dara Asha Galera

Address: LP# 30 Plumrose Avenue, Santa Rosa Heights,

Arima, Trinidad W.I

Contact: *-***-***- ****

Email: *************@*****.***

Work Experience

Lead Customer Service Agent (Handles Caribbean Airlines flights)

Piarco International Airport (Trinidad & Tobago)

2012 – 2020 (Retrenched March 2020 due to covid-19)

Reinstated December 2021-Present

Swissport Limited

Present duties and responsibilities:

Oversees appointments and assignments of the customer service agents within the department

Works as a team and supervisor agents to quickly and effectively process customers, their baggage and explain boarding process to ensure on time departures

Oversees, plans and coordinate training for agents and ensure training is up-to date and done a timely manner

Accurately and fairly review Customer Service Agents work performance ensuring that their aptitude, attitude and attendance meets company requirements

Ensures that all security procedures are followed diligently, and the company policies, procedures and regulations are adhered too

Participate in check-in & boarding of passengers

Skilled and knowledgeable in organizing and coordinating staff for safeguarding shift coverage, staff rotation, leave, building work schedules and strategically utilizing schedule agents to ensure proper staffing while minimizing the utilization of overtime and reducing company cost

Assists in passenger training programs and recommended training where necessary

Directly supervises the passenger/customer service agents

Prepare daily performance reporting and work alongside Manager for disciplinary meeting.

Trains and Supervise Customer Service Agents at ticketing counter and boarding counter

Conduct safety briefings, pre-flight briefing and accountable for credit card collections and petty cash

Trains Customer Service Agents on greeting customers, how to address customer issues/concerns, check in, tagging luggage, rebooking, special service request, advising passengers on flight delays, cancellations, passengers briefing, boarding and deplaned flights. Also announced and demonstrate safety and emergency producers

Ensures proper flight handling and procedural functions are followed as well as monitor flight arrivals and departures

Promptly submits reports to administration of incidents, staff issues and operations

Conduct other duties as directed by the manager

Front Desk Agent

Regent Star Hotel formerly Piarco International Hotel

2010 – 2012 (Piarco international Hotel)

Re-employed September 2020 - December 2022 (Regent Star Hotel)

Duties Performed:

Completed all check-in and check-out tasks

Managed online and phone reservations

Notified customers about payment methods and verified their credit card data

Registered guests and collected necessary information such as contact details and exact dates of their stay

Greeted guests upon their arrival and assigned rooms

Provided information about hotel, available rooms, rates and amenities

Answered to clients’ complaints in a timely and professional manner

Communicated with housekeeping staff to ensure rooms are clean, tidy and fully furnished to accommodate guests’ needs

Confirmed group reservations and arranged personalized services for VIP customers and event attendees

When appropriate, upsell additional facilities and services, when appropriate

Operated switchboard and assisting with transferring called and inquires

Maintained updated records of bookings and payments

Project Accounts Clerk/Upstream Management

(Biche village exploration project)

2009 - 2010

Duties Performed:

Assisted in processing payroll for 200 site employees

Assisted with recruiting new personnel, verified documents and conducted background checks

Oversaw orientation and safety induction of new employees

Updated, collected, maintained and verified employees’ timesheets

Provided accounting and clerical support to accounting department

Researched, tracked and reestablished accounting system, documented problems and discrepancies

Prepared and maintained progress reports, daily reports and compile data for Site Manager

Maintained and monitored project budgets, project schedules, work hours and expenditures

Organized, attended and participated in stakeholder meetings.

Ensured projects adhere to frameworks and all documentation is maintained appropriately for each project.

Coordinated project management activities, resources, equipment and information

Liaised with clients to identify and define requirements, scope and objectives

Functioned in accordance with established standards, procedures and applicable laws

Receptionist/ Administrator

Atlantis Limited

2008 - 2009

Duties Performed:

Operated telephone switchboard and directed calls when required

Collected and distributed incoming and outgoing mail.

Assisted in preparing reports and office expenditures to accounts department

Entered, updated, and retrieved information stored in files and database

Maintained inventory of office supplies and replenishes stock when needed

Organized and scheduled equipment repairs and services

Collected material, obtained documents and background information for reports and other purposes in accordance

Provided clerical support as deemed necessary

Project Secretary/Document Control

Raghunath Singh & Co. Ltd- (BPTT NOEL Project)

2007 - 2008

Duties Performed:

Maintained all correspondence, reports, circulars, minutes and other related records.

Prepared and oversaw of meeting minutes

Prepared letters for passes for BPTT Galeota facilities for sub-contracted RSCL employees.

Accountable for recording and issuing Petty Cash.

Organized orientation for new employees, special assignment employees and

Greeted visitors, received incoming calls and transferring messages.

Assisted in site reports, daily work operation as well as daily and weekly summary progress reports.

Liaised directly with RSCL and BPTT personnel in various departments.

Assisted with the application of the necessary work permits and Job Safety Analysis

Airline Reservations (training)

Amadeus Travel Assistant

2006 - 2007

Duties Performed:

Made and confirmed reservations for passengers on scheduled airline flights

Arranged reservations and routing for passengers at request by means of timetables, airline manuals, reference guides, and tariff book.

Typed requested flight number on keyboard of on-line computer reservation system and scans screen to determine space availability.

Communicated with customer, ticket agent to advise of changes in flight plan, cancelations and confirm reservation.

Front Desk Agent

The Cascadia Hotel & Conference Center

2006

Duties Performed

Communicated with the booking, housekeeping and maintenance departments to ensure prompt responses to guests’ needs

Made reservations and appointments for guests who want to avail themselves of local entertainment or services

Answered guest calls and recorded details of each conversation for future follow-up

Met and exceeded guests’ expectations by anticipating the services they might require and suggesting local venues

Maintained constant communication with guests in advance of weddings, corporate retreats and other in-house events to ensure we’re prepared for them

Reported accidents and injuries to senior management staff immediately

Received and transferred incoming calls via switchboard.

Education

Airline Reservation / 2012

Sital College of Tertiary Education

Grade

Theory Airline Reservations A+

Sabre Computerized Reservations A+

Automated Ticketing A+

Airports Authority of Trinidad & Tobago/ 2012

Certificate- Security Awareness

LCCI in Business Administrative Management/ 2009

Institute of Training & Development (INTAD)

Falck Nutec / 2007

Safe Operations & Emergency Response Training for Onshore Petrochemical Terminals

Basic Safety Induction

Safe Travel By Vehicle

Emergency Response Procedures

Fire Fighting & Self Rescue Technique

Basic First Aid Techniques

Trinidad and Tobago Hospitality & Tourism Institute/ 2006

Diploma in Front Office& Travel Agency

Princes Town Senior Comprehensive School / 2005-2002

Office Procedures 1

English 2

Home Economics Management 1

Information Technology 2

Social Studies 3

Integrated Science 3

UWI School of Continuing Studies / 2004

Computer Literacy A+

References:

Ronell Moses

Operations Manager

Queens’ Beach Hotel

Tel: 1-868-***-****

Renatta Gittens

Station Manager

Swissport Limited

Tel: 1-868-***-****

Contact this candidate