ANAKHA L
Kollam
Summary
Passenger Service Agent with experience in providing high-quality customer service at busy airports. Skilled at managing passenger check-ins and boarding, responding to inquiries about flight schedules and fares, and handling complaints or emergencies with calm professionalism. Have improved customer satisfaction ratings in previous roles by applying strong problem-solving skills and maintaining positive attitude under pressure.
Overview
2
2
years of professional experience
Work History
Passenger service agent
Globeground India
Bengaluru City
10.2024 - Current
- Assisted passengers with check-in and boarding procedures effectively.
- Provided information about flight schedules and gate changes promptly.
- Coordinated luggage handling and ensured timely delivery to aircraft.
- Addressed passenger inquiries and resolved issues with professionalism.
- Collaborated with airline staff to ensure smooth operations at the terminal.
- Monitored passenger flow and maintained organized queues during peak times.
- Implemented safety protocols to enhance passenger experience at the airport.
- Trained new agents on customer service standards and operational procedures.
- Checked in passengers, assigned seats, and issued boarding passes.
- Assisted customers with reservations, cancellations, and rebooking flights as needed.
- Answered customer questions regarding flight information, airport amenities, and travel regulations.
- Operated computerized system to handle ticketing and check-ins.
- Maintained accurate records of passenger manifests and checked luggage tags.
- Monitored passenger traffic flow at the gate area to ensure efficient boarding of aircrafts.
- Demonstrated strong problem solving skills when dealing with difficult situations involving customers or personnel.
- Weighed luggage and collected fees for excess baggage.
- Greeted passengers and assisted with their inquiries.
- Enforced airline policies such as smoking restrictions, carry-on item limits.
- Worked with personnel in gate area by verifying passenger documents before boarding aircraft.
- Prepared reports detailing daily activities including number of boarded passengers and revenue generated.
- Kept passengers informed by announcing important information about itineraries, flights and luggage.
- Carried and operated radio or pager to communicate with airport personnel.
- Assessed passenger's needs and abilities to deploy correct mobility equipment.
- Pushed wheelchairs with passengers through terminal and gate areas to ease transport.
- Upheld uniform and conduct guidelines to maintain professional appearance.
- Ensured all safety protocols were followed during the check-in process.
- Oversaw employee work schedules and delegated daily assignments.
- Utilized PA system to announce departures and changes to landings.
- Coordinated ground transportation services for arriving and departing passengers.
- Tracked lost items belonging to passengers and coordinated delivery when found.
- Managed customer complaints in a professional manner while providing solutions to resolve issues.
- Lifted or moved passenger luggage onto baggage belts and created bag labels to facilitate proper delivery.
- Liaised with ramp agents to load and unload wheelchairs, strollers and gate-checked bags.
- Verified identification of passengers for security purposes.
- Performed pre-flight inspections on aircrafts prior to departure.
- Communicated effectively with other departments including maintenance staff, cargo handlers.
- Interpreted identification labels and tags to properly route baggage and cargo.
- Recruited, trained and guided team members to offer every passenger top-notch service and support.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Built and maintained productive relationships with employees.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
Education
High School Diploma -
HOLY ANGEL HIGHER SECONDARY
TrivandrumHigh School Diploma -
AHR CAMPUS, KОCHI
KOCHISkills
- Customer service
- Flight operations
- Conflict resolution
- Ticketing systems
- Safety protocols
- Relationship management
- Team collaboration
- Operational efficiency
- Employee training
- Effective communication
- Problem solving
- Time management
- Ground operations
- Airport security
- Ticketing knowledge
- Boarding assistance
- Language proficiency
- Departures management
- Passenger check-in
- Pre-boarding checking
- Checking in passengers
- Passenger ramp assistance
Languages
English
Proficient (C2)
C2
Hindi
Intermediate (B1)
B1
Tamil
Intermediate (B1)
B1
Malayalam
Native
Native
Accomplishments
AWARDED AS BEST CUSTOMER SERVICE
Timeline
Passenger service agent
Globeground India
10.2024 - Current
High School Diploma -
HOLY ANGEL HIGHER SECONDARY
High School Diploma -
AHR CAMPUS, KОCHI