Charleen West

• Assisted guests with reservations, modifications and cancellations to meet individual travel needs
• Supported an efficient check-in process to reduce wait times and improve customer satisfaction
• Responded to a high volume of guest enquiries via telephone, email and in person with professionalism
• Resolved guest concerns promptly to enhance overall service satisfaction
• Greeted guests upon arrival and provided assistance as required
• Processed cash and card transactions accurately in line with company procedures
• Maintained high standards of service delivery in accordance with company policies
• Managed cash handling and payment systems in compliance with internal controls
• Ensured confidentiality and handled sensitive information in line with data protection requirements
• Held responsibility for branch security, including key-holder duties when required

• Served customers at the reservations counter
• Provided face-to-face advice on airline products and services
• Processed ticket returns and refunds in line with company procedures
• Assisted with branch security duties, including acting as key holder when required
• Handled customer complaints calmly and professionally
• Managed cash handling and payment systems according to company policies
• Provided accurate travel and flight information to passengers
• Maintained high standards of customer service delivery
• Performed administrative duties including filing, archiving, photocopying, scanning and faxing documents
• Screened incoming calls and took messages
• Managed incoming and outgoing telephone calls and emails
• Handled confidential information in compliance with data protection protocols
• Followed up on missing or delayed luggage

• Entered data into system and updated customer contacts with information to keep records current.
• Communicated with customers via phone and email to confirm responds to inquiries.
• Input data and processed system change to generate accurate reports.
• Reduced errors in data entry tasks by maintaining accurate records and utilizing verification methods.
• Balanced multiple roles to accomplish diverse tasks and make larger impact to organization.
• Enhanced office efficiency by streamlining filing systems, ensuring quick and accurate retrieval of documents.