JOSEPH ISRAEL BRITTO
Customer Service Agent
Bangalore
Summary
Courteous Passenger Service Agent boasting 6 years of experience in airline customer service. Sound knowledge of airline operations and effective customer service strategies. Successful handling baggage, checking in passengers and conducting security screenings. Collaborative and friendly known to go extra mile to deliver customer satisfaction. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
6
6
Languages
Work History
PASSENGER SERVICE AGENT
BRITISH AIRWAYS
Bangalore
12.2022 - Current
- Examine passenger documentation to determine destinations and to assign boarding passes
- Answer inquiries regarding information such as schedules, accommodation, procedures and policies
- Customer service, check in, check documents
- Meet arriving flight, clear customs
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Oversaw ticketing, gate and ramp services.
- Prepared detailed passenger manifests and other reports to meet organizational needs.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
PASSENGER SERVICE AGENT
National Aviation Services
10.2017 - 06.2021
- Collected baggage charges and accepted baggage for check-in
- Announced flight status updates and information about gate changes over PA system.
- Tagged baggage and routed to appropriate location for loading and screening.
- Kept a close eye on security concerns and adhered to all related requirements
- Provided clients with assistance in preparing required travel documents and forms
- Acquired detailed knowledge of services, promotions and events to offer added value to travelers
- Greeted passengers and provided boarding instructions
- Greeted passengers and provided boarding instructions
PASSENGER SERVICE AGENT
GLOBE GROUND INDIA
Bangalore
05.2016 - 10.2017
- AVSEC training conducted by Globe Ground India
- Contacted customers to advise on travel conveyance changes and to confirm reservations
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Tagged baggage and routed to appropriate location for loading and screening.
- Produced and shared customer service reports to support management decision-making.
- Provided clients with assistance in preparing required travel documents and forms
- Greeted passengers and provided boarding instructions
- Provided clients with assistance in preparing required travel documents and forms
- Collected baggage charges and accepted baggage for check-in
Passenger Service Agent
Globe Ground India
Bangalore
08.2014 - 09.2015
- Tagged baggage and routed to appropriate location for loading and screening.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Announced flight status updates and information about gate changes over PA system.
- Oversaw ticketing, gate and ramp services.
- Processed customer payments and enforced compliance with financial regulations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Educated passengers on safety procedures and provided assistance to disabled passengers
Education
Bachelor of Commerce
Manipal University
Jaipur 10.2021 - Current
High School
Karnataka Public School
Bangalore, India 06.2010 - 04.2011
High School Diploma -
Impact Polytechnic
Bangalore, India 06.2011 - 06.2014
Skills
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Additional Information
- Boosted company sales in the month of July 2016 (Lufthansa Airlines) Experienced, results oriented, highly productive airport/travel management professional with five years of progressive expertise in various sectors that directly results in efficiency improvements. Team player, with excellent leadership, planning, decision making and communication skills. History includes managing customer service, sales and operational areas for airlines. Well-versed in ticketing and gate processes. Excellent communication, prioritization and multitasking abilities.
Accomplishments
- Supervised team of 12 staff members.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
PASSENGER SERVICE AGENT
BRITISH AIRWAYS
12.2022 - Current
Bachelor of Commerce
Manipal University
10.2021 - Current
PASSENGER SERVICE AGENT
National Aviation Services
10.2017 - 06.2021
PASSENGER SERVICE AGENT
GLOBE GROUND INDIA
05.2016 - 10.2017
Passenger Service Agent
Globe Ground India
08.2014 - 09.2015
High School Diploma -
Impact Polytechnic
06.2011 - 06.2014
High School
Karnataka Public School
06.2010 - 04.2011
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