ALBERT MATHEW
Passenger Service Agent |Guest Service Agent
Summary
A dynamic, customer-focused Passenger Service Agent with extensive hands-on experience at Sharjah Aviation Services. Expert in customer relations oversight, delivering outstanding support to passengers, and ensuring compliance with all airline operational guidelines and safety policies.
Proficient in managing passenger check-ins, boarding procedures, baggage handling, and resolving customer inquiries with professionalism and care. Skilled in delivering clear and effective public announcements, managing service disruptions with poise, and enhancing the overall passenger experience.
Demonstrates strong organizational abilities, attention to detail, and the capability to multitask efficiently in high-pressure, fast-paced airport environments. Recognized for problem-solving expertise, teamwork, and consistently contributing to improved operational efficiency and passenger satisfaction.
Committed to maintaining high standards of service while upholding airline protocols and safety regulations.
Overview
4
4
Languages
2
2
Certificates
3
3
years of professional experience
Work History
Passenger Service Agent
Sharjah Aviation Services
Sharjah
05.2024 - Current
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Tagged baggage and routed to appropriate location for loading and screening.
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Safeguarded sensitive passenger information by maintaining strict confidentiality standards at all times.
- Demonstrated adaptability by adjusting quickly to changes in flight schedules or gate assignments.
Ground Handling Agent
Air India SATS
Trivandrum, India
03.2022 - 03.2024
- Reported equipment malfunctions to supervisor for immediate repair attention to avoid creating flight departure delays.
- Positioned and towed aircraft from remote locations of airport to designated areas for operation.
- Stocked aircraft cabins with necessary equipment and supplies.
- Contributed to team success by cross-training in various roles within the ground handling department as needed during high-traffic periods or staff shortages.
- Proactively identified potential operational challenges by closely monitoring weather conditions and adjusting ground handling activities accordingly.
- Assisted in the training of new hires within the Ground Handling Agent team, sharing expertise on standard operating procedures and best practices in customer service excellence.
Education
Diploma in Aviation And Hospitality - Aviation And Hospitality
Bharathiyar University
Trivandrum, India 04.2001 -
Bachelor of Commerce - Taxation
St Xavier's College
Thiruvanathapuram 04.2001 -
Skills
Customer relations oversight
Customer support for passengers
Awareness of airline operational guidelines
Customer service management
Passenger assistance
Airline policies
Public announcements
Strong organization
Microsoft office
Excellent communication
Problem-solving
Team collaboration
Time management
Baggage handling
Check-in procedures
Boarding gate procedures
Accomplishments
Recognized by management for excellence in administrative support and high-quality public announcement services, enhancing passenger communication and operational flow.
Timeline
Passenger Service Agent
Sharjah Aviation Services
05.2024 - Current
Ground Handling Agent
Air India SATS
03.2022 - 03.2024
Diploma in Aviation And Hospitality - Aviation And Hospitality
Bharathiyar University
04.2001 -
Bachelor of Commerce - Taxation
St Xavier's College
04.2001 -
Languages
English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Arabic
Advanced (C1)
Malayalam
Bilingual or Proficient (C2)