Rhodora Silva

I currently work as a Customer Service Agent for canadian North airlines  and  this is my job duties as a customer service agent.

Deal with Customer complaints regarding lost, mishandled, delayed.

• Perform shipment tracking and World Tracer transactions.

• Inspect and verify passenger documentation.

• Direct passengers through Customer Immigration, and Quarantine as required.

• Weighing baggage and collecting any excess weight charges.

• Taking care of people with special needs and unaccompanied children.

• Rebooked passenger if missed the flight.

• Helped the airline staff members for safe and consistent operations.

• Made public informational announcements.

Airline Customer Service Agent November 2022 – Present Canadian North Airline - Edmonton International Airport
Job Duties:
● Boarded and deplaned flights and escorted passengers, including disabled passengers and unaccompanied minors, from aircraft
● Provided accurate gate, flight arrival, and departure information and answered general inquiries
● Assisted customers with special needs and quickly addressed and resolved customers complaints
● Check in passengers for flights at the ticket counter, assign seats, issue boarding passes and verify passenger identification and travel documents
● Tag passenger bags to correct destinations
● Assisted travelers with luggage and on-boarding check-in.
● Demonstrate a refined level of Customer Service
● Assist all passengers with special needs including passengers in wheelchairs,
unaccompanied minors, visual and hearing impaired passengers
● Assist arriving passengers domestic arrivals baggage area
● Verify identification and direct connection passengers through the airport
● Provide assistance to passengers whose baggage is mishandled or damaged
● Complete detailed and accurate pre departure paperwork, including weight
and balance
● Handled computer systems of the airlines, to generate flight reservations and
issue boarding passes as well as airline tickets.
 

Airline Customer Service Agent June 2017 – July 2020 Delta Airline - Edmonton International Airport
Job Duties:
● Assisted travelers with luggage and on-boarding check-in.
● Handled computer system of the Airlines to generate flight reservation and issue
boarding passes as well as airline tickets & luggages.
● Address passengers concerns regarding seating, connecting flight information,
and special assistance.
● Verify identification and travel documents.
● Handled transactions in a timely manner over sales, delayed, canceled flights,
and any issue related to lost/damaged.
● Deliver flight release to crew, record baggage/ passenger counts, and reconcile
all counts/ weights with crew.
● Resolve customer complaints via phone, email and mail.
● Use telephones to reach out to customers and verify account information.
● Greet customers warmly and ascertain problems or reason for calling.
● Assist with placement of orders, refunds, or exchanges.
● Handled situations such as canceled and delayed flights.
● Checked all passengers' documents such as passport and valid visa.

Airline Customer Service Agent/Charge hand /Supervisor December 2007 – May 2016 Swiss port Inc. - Edmonton International Airport
Job Duties:
● Responsible for supervising customer service agents and other staff
● Training and coaching
● Resolve customer complaints via phone, email and mail.
● Use telephones to reach out to customers and verifying account information
● Greet customers warmly and ascertain problem or reason for calling
● Assists with placement of orders, refunds, or exchanges
● Handled situations such as canceled and delayed flights
● Check all passengers document such as passport and valid visa
● Resolve complaints and other issues
● Issues refunds to passengers
● Investigate passenger’s problems and find solutions

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