Airline Operations & Passenger Services Support

Heldana Solomon

+251-***-***-*** **************@*****.***

Airline Operations customer & Passenger Services operations Support PROFESSIONAL SUMMARY

Aviation and airline operations professional with several years of experience supporting international passengers, airline payment operations, leisure and corporate travel arrangement, visa documentation and crew travel arrangements. Strong background working closely with airlines, banks and global partners managing urgent requests, preventing service disruptions and handling sensitive aviation data with high accuracy. Ability to work accurately under pressure, follow airline policies and procedures and communicate clearly with passengers and operational teams with strong understanding of passenger flow from check-in to departure. SKILLS

● Passenger Service & Airline Support

● Ticketing (Sabre & Galileo)

● Airline Payment & Booking Reconciliation

● Visa & Travel Documentation

● Crew & Urgent Travel Coordination

● Airline & Bank Stakeholder Communication

● Disruption & Delay Resolution

● ticket and transaction processing, refunding and reversing PROFESSIONAL EXPERIENCE

Operations and back office support date De la phone 25 DEC2019 – 30Nov 2025

•Monitor many international and local airlines flight transactions that come through bank system using ecommerce admin

•Monitor their accounts and timely reconcile statements verifying passengers information and bank where payment is made and processing so flight irregularity won't occur

•notify passenger or airlines staff of any under or over transactions or any inaccurate or missing process,refund and reverse incoming transactions and report each hour

•maintain recorders of reconciled ticket information’s, financial record and reports of each airlines and bank

take request or complaints trough phone email,skype and resolve

•work in collaboration with Ethiopian airlines staff department team(pass bureau) to facilitate pilots and cabin crew tickets transactions

•managing daily operations that are task based with my team and managers through skype communication from six different countries outside of Ethiopia and Ethiopian merchants and partnering banks

•Assist in posting with detailed job descriptions as per advised by supervisor

•Schedule interview and interview candidates with supervisor and contacting candidates once they pass the interview process to sign contract

•Giving training on the system they use to complete tasks and procedures to follow

•Discuss their shift and facilitate with the onboarding process like setting up computer and desk also installing applications on their computers

Travel Coordinator MMCY Feb 2023 – Aug 2023

• Worked in collaboration with US embassy commercial Team on Non-immigrant visa (DS-160)

• Make plan according to the event and city they are participating in the US

• prepare and organize necessary documentation with travelers

• fill visa application form(DS-160) with the client

• schedule appointment, organize briefing and training with embassy representatives and trainers

• follow up on all visa requests and update the passengers on the status

• reserve flight and book hotel

Part time Agent Ethiopian airlines Global contact center Apr 2018 - Apr 2019

• Taking international inbound calls to resolve travel related queries

• Providing full information about Travel Documents(Passport, Visa, health certificates) and check in time,Arrival and departure,baggage allowance cargo, transit hours

• Build customer loyalty by following-up on customers calls

• Reserve leisure and corporate travel arrangements using Saber system and refund, reissue, exchange tickets

• Assist with payment process and coordinate the use of bonus miles

• Resolve issues with delays and canceled flights and help with lost or damaged luggage and insurance issues

• Provide services for passengers with special needs like Wheelchair, pregnant, unaccompanied minor

• Demonstrated ability to work effectively in a fast-paced office environment and achieved sales and KPI target expectation from employee and received appreciation letter from my manager Travel agent Mekidella Tour and Travel

Sep 2016 – Dec 2017

• Reserve flight and process refund, exchanges and reversal using Galileo Reservation system

• Advise Travel Document and Travel Information’s related to destination rules and regulations

• Prepare daily and monthly sales report including Non IATA agency’s report, compiling all appropriate Documentation from the payment Voucher and ticket issued to each Airline

• Book and reserve Hotel and foreign hospitals appointment

• Embassy visa appointment and processing of Dubai visa

• Attend Spotlight events to promote our company

Summery

ACADEMIC CREDITENTIAL

•Diploma travel and tourism-- Apr 2015 – Apr 2016

IATA TRAINING AND DEVELOPMENT INSTITUTION

•Certificate Basic Galileo reservations, fares and ticketing (Distinction) --- May 09-Jun 23, 2016 ETHIOPIAN AIRLINES AVIATION ACADEMY

•Sabri Reservation, fares and ticketing --Feb -Mar 2018 ETHIOPIAN AIRLINES GLOBAL CALL CENTER

•Architecture and urban planning--Sep 2012 - Aug 2015 UNITY UNIVERSITY

•High School Graduated Sep 2010 – Aug 2012 MENELIK Preparatory School REFERENCE

Ato Tadesse Endashaw

Chief Commercial and ground service instructor

Tel: +251-***-**-**-** E-mail:********@*****************.*** Nardos dereje Former Operations supervisor at DeLa Phone

Tel: +971-**-***-****

Blen Girma Ethiopian Airlines Staff

Tel: +251*********

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