Seasoned Airline Professional Seeking Challenge and Impact

Philip fellner

*********@*****.***, *********@*****.*** philori97@ 1-516-***-****

*********@*****.*** Bold Profile

PROFESSIONAL

SUMMARY

Dynamic and detail-oriented professional with extensive experience at American Airlines, excelling in customer service and accurate data entry. Recognized for resolving complex ticketing issues and enhancing operational efficiency. Proven ability to maintain composure under pressure while delivering exceptional service, ensuring client satisfaction and safety in all interactions. My last position at AA was working as an International Security Coordinator. I worked closely with Security of the Aircraft, checked Ids's of all employees before entering Aircraft. I would test employees by putting test items on board Aircraft after Passengers disembarked from International Arrivals. I would await the cleaners and contractors and see if they could locate the test items. Write them up if not located, talk to their Managers to see if retraining was needed. SKILLS • Patience and tolerance • Accurate data entry

• Customer Service-oriented • Data entry

WORK HISTORY AMERICAN AIRLINES TICKET AGENT 09/1979 to 11/2024 American Airlines, JFK JFK International Airport, Jamaica, NY 11430 Used computerized ticketing systems to process ticket orders accurately and securely.

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Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.

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Researched and resolved customer ticketing issues to promote satisfaction.

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Assisted with development and implementation of new ticketing policies for enhanced service delivery.

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WEIGHT AND BALANCE AGENT 05/1995 to 03/1997

American Airlines JFK JFK International Airport, Jamaica, NY 11430

• Informed clients of policies and procedures.

Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.

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De-escalated and resolved customer complaints with punctual, polite and professional service.

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• Delivered exceptional customer service by proactively addressing P F

Also worked through all weight and balance issues with Management daily regarding Aircraft Safety. Sometimes restrictions were placed about how much freight/ mail could be loaded onto aircraft.

concerns and fostering a positive experience throughout all interactions. EDUCATION Bachelor of Science Police Science 05/1979 CW Post College, Brookville, NY

Bachelor of Arts Police Science 09/1977

SUNY, Farmingdale, Farmingdale, NY

I OFTEN RECEIVED

LETTERS FROM

PASSENGERS IF I

COULD RESOLVE A

TRAVEL ISSUE

I was often able to resolve Passenger issues as it pertained to delays, overbooking, missed or cancelled flights. I received good letters often and got rewarded sometimes with vouchers for meals at the airport INTERESTS I love to travel, meet new people, I get along with everybody and accept everyone's background and am fascinated by different cultures worldwide. I've traveled to Berlin, Italy, France, London and all through America REFERENCES Phil DiRico was my direct Manager of Passenger Service and Duty Manager who could give recomendations about me and my work ethic. His telephone is 718-***-****.

Kind Regards, Philip Fellner 516-***-****

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