10 Years Professional Experience in UAE in Customer Service, Admin, Secretarial
Last Resume Update November 19, 2020
Address Abu Dhabi, United Arab Emirates
E-mail lynnzkie31216@gmail.com
Phone Number 971566667120


Etihad Airways-Ground
Guest Service Agent
Dec 2013 - Oct 2020
Job Responsibilities:
 Dealing with guest inquiries about flight departures and arrivals.
 Assist guests with self-service check-in kiosks & verify guest documentation.
 Issue boarding passes & manage guest baggage processing including handling and fee
calculation if applicable.
 Assist guest as needed through arrival and check in processes including support for guests with
special requirements such as unaccompanied minors, VIP guests and guests needing wheelchair
 Direct guests through Customs, Immigration, and quarantine as required.
 Assist colleagues in other areas of the airport to ensure that wheelchairs, strollers and gate
checked bags (cleared through security) are made available for loading upon departure and
delivery to guest upon arrival.
 Operate computers and airline specific software.
 Produce work-related documentation when required.
 Maintain the highest standards of safety and security at all times.
 Provide assistance to guests with mishandled baggage & delayed baggage. Create Property
Irregularity Report if necessary.
 Meet & assist guest at Baggage Arrival hall during peak of flight arrivals to proactively addressed
their general concerns.
 Provide assistance to guests with damaged baggage and create a Property Irregularity Report
(DPR damage and pilferage report) if necessary.
 Conduct physical and world tracer system to restore the missing baggage to the rightful owner
as soon as possible to achieve guest satisfaction and trust.
 Keeping baggage-related claims to a minimum and repatriate bags as quickly as possible by
ensuring that both internal and external emails, telephone calls and system generated messages
regarding mishandled baggage are responded to in a timely and professional manner.
 Ensure that number of lost bags kept to a minimum by ensuring that the World Tracer system is
kept up to date with as much detailed information provided by passengers as well as thorough
physical searches of unclaimed bags.
 Working closely with baggage delivery companies and local customs authorities to ensure that
mishandled baggage are delivered to guests in timely manner.
 Assist the passenger with lost and found information and queries for items lost on board the
aircraft and within airport premises, liaising with cabin cleaning team and airport police lost and
found section if required.
 Responding emails, calls and correspondence by guests for various and general queries and
support and ensure follow up are made and forwarding to the right channel to provide assistance
to the guests.
 Perform other duties as assigned by supervisors and managers on daily basis.


Bicol University- Philippines
Bachelor of Communication Arts
Jun 1996 - Mar 2000

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