Lilly Emma
Education
Contact
About Me
Experience
+123-456-7890
hello@reallygreatsite.com
123 Anywhere St., Any City, ST 12345
Ensured 100% compliance with federal, state, and city laws regarding aircraft. passenger, and staff safety Negotiated 150+ ticketing issues through proper airline procedures and positive mediation, resolving 94% of complaints without further assistance Updated disabled/special-needs passenger procedures, increasing satisfaction by 43% and increasing efficiency by 26% Rescheduled 2,000+ flights during winter storms, with 99% of passengers on flights within 48 hours of canceling
Managed check-in process, ensuring 100% Of passengers complied with the airline, airport, federal, and state regulations presented relevant information to customers boarding, decreasing complaints and questions by 32% Processed 50+ daily payments using cash, credit cards, checks, travel points, and vouchers Collaborated with the baggage service team to track 98% of lost checked bags, and pet kennels
Bachelor of Science Hospitality Boston College 2012-2016 Chestnut Hill, MA
Customer Service Agent Delta 2021 -current / Boston,
Passenger Service Agent Swissport BOS 2019-2021 / Essexcounty, MA
Experienced Technical Support Specialist with expertise in diagnosing and resolving technical issues across a variety of hardware and software platforms. Proficient in troubleshooting, providing step-by-step solutions, and delivering excellent customer service via phone, email, and live chat. Adept at using ticketing systems and managing high-volume support requests while ensuring customer satisfaction. Strong analytical and communication skills, with a proven ability to explain technical concepts in user-friendly terms.
Skills
Empathy Adaptability Verbal / Written Communication Patience Jira Service Desk Zendesk Salesforce Microsoft Word / Excel Facebook / Instagram / Twitter