DAVID A. RAMSEY
Hard-working administrative expert with a dynamic background that includes over 7 years in the airline industry. Focused on Customer Service and Support, as well as streamlining operations to promote organizational efficiency.
Superior communication skills
Ability to quickly learn software
Organized and highly efficient
Maintains highest confidentiality
Increased airline revenue from checked bag fees by monitoring passengers’ baggage size during check-in.
Secured numerous company achievement awards for delivery of exceptional customer service.
Up-sold in-flight services and cabin upgrades, resulting in a marked increase in in-flight sales.
Received numerous commendation letters from passengers regarding professionalism and courtesy.
Key contributor to lowering the mishandled baggage ratio for the Tulsa station.
Airport Sales Agent / Baggage Service Representative
May 2006 – August 2013
United Airlines – Tulsa, OK
Answered phone calls from the public, travel agents, internal colleagues, senior management, and other airlines, requiring me to communicate a range of information clearly and effectively in an appropriate manner.
Created reservations and assisted passengers with inquiries about their itineraries or tickets. Processed itineraries and tickets (average of 40 passengers per hour). Handled cash, electronic travel certificate and credit card transactions. Collected checked bag fees and tagged checked baggage with correct destination (100% accuracy rate), monitored compliance with size limitation guidelines for the carry-on baggage program, determined flight close-out times and completed / verified flight forms (average of 4 per hour), so that accurate and up-to-date information was provided to passengers, management and shareholders. Followed reporting protocols such as capturing required data and coordinating stand-by passengers and monitoring cabin availability. Operated full cabin management systems, announced flight status updates and information about gate changes over the airport’s Presidio Public Address Sound System.
Utilized efficient problem-solving skills requiring a high level of communication and people relations under immovable deadlines; e.g., rerouting and rebooking passengers whose flights are delayed or locating delayed baggage and confirmed the appropriate data and reports were filed in real-time in accordance with strict airline and government protocols. Updated passengers and ensured their concerns were being heard and incorporated into possible remedies as well as using diplomacy and empathy to ensure all relevant information is gathered from the passenger in order to resolve the situation satisfactorily and efficiently. Performed various reporting/verifying functions in Excel, Word and Outlook.
Enforced safety / security measures and protected sensitive zones by maintaining situational awareness and secure area badge checks.
Grove High School – Grove, Oklahoma
General Studies – May 1993