Yolanda Hamm
Brentwood
Summary
Dynamic Airline Customer Service Agent with American Airlines, skilled in ticketing procedures and customer complaint resolution. Proven ability to enhance passenger experiences through effective communication and problem-solving. Successfully managed complex situations, ensuring compliance with regulations while delivering exceptional service. Recognized for building strong relationships and coaching staff to improve performance.
Overview
35
35
years of professional experience
Work History
Airline Customer Service Agent
American Airlines
Nashville
07.2019 - Current
- Assisted customers with ticketing, seating, and baggage handling requirements.
- Followed company policies and procedures related to customer service operations at all times.
- Performed check-in procedures for both domestic and international flights.
- Advised passengers of any changes or delays in their scheduled flights.
- Resolved customer complaints in a timely manner.
- Answered inquiries regarding airline services including rates, routes, schedules, travel regulations.
- Verified passenger documentation ensuring compliance with applicable laws and regulations.
- Checked luggage for proper weight distribution according to aircraft specifications.
- Coordinated with ground crew personnel on arrival and departure procedures for each flight.
- Communicated effectively with other departments to ensure the best customer experience possible.
- Processed refunds, exchanges, and upgrades when necessary.
- Provided assistance to passengers with special needs such as wheelchairs or unaccompanied minors.
- Prepared daily activity reports detailing customer service issues encountered during shift.
- Filed reports of passenger complaints or incidents that occurred during travel process.
- Ensured all boarding passes were printed accurately prior to flight departure time.
- Maintained accurate records of customer interactions and transactions.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Built and maintained productive relationships with employees.
- Coached staff on strategies to enhance performance and improve customer relations.
- Greeted passengers and provided information about departure and arrival times.
- Processed various forms of payment and applied travel vouchers to help customers obtain tickets.
- Printed itineraries and tickets for passengers each day.
Record Promotion
Curb Records
Nashville
05.1995 - 04.1999
- Represented major record label and its artist to radio stations throughout the Southeast region of the country. Traveled extensively for the purpose of visits with radio stations and to provide tour support for artists.
Passenger Service Representative
American Airlines
09.1990 - 02.1994
- Assisted passengers at the ticket counter and gate check in.
Education
Bachelor of Arts - Liberal Arts
California State University, Fullerton
Fullerton, CASkills
- Ticketing procedures
- Baggage handling
- Check-in operations
- Customer complaint resolution
- Passenger documentation verification
- Refund processing
People Skills
- I have worked in many environments with diverse and extreme personalities and have managed them all effortlessly.
- My experience as a caregiver for my special needs daughter gives me a unique and empathetic view of the world and the people around me.
- My time in both the travel industry and the entertainment industry has given me a behind-the-scenes glimpse into how important it is to have successful travel experiences.
Timeline
Airline Customer Service Agent
American Airlines
07.2019 - Current
Record Promotion
Curb Records
05.1995 - 04.1999
Passenger Service Representative
American Airlines
09.1990 - 02.1994
Bachelor of Arts - Liberal Arts
California State University, Fullerton
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