Emma Smith Email & Phone Number

Northampton, Northamptonshire, United Kingdom

London Heathrow Airport

American Airlines system is run on Sabre but I also use Outlook, Word and Excel daily.I am fully trained in all areas of the Customer Services department, some of my duties include:• Complete Monthly Health and Safety observation.• Completing rosters, daily manning worksheets as well as vacation bidding for 200 employees.• Deliver many staff briefings throughout the day, insuring all agents are up to date with any new procedures and the operation for that day.• Providing necessary support to agents as well as monitoring attendance and performance, and provide coaching and counselling where needed.• Call customers with updates on delayed baggage and authorise any expenses where necessary.• Insure gate team are on time and the gate is operating effectively.• Communicate with Crew/Maintenance/cabin services/operations before boarding the aircraft, this also involves me making all boarding announcements in the terminal.• If a flight is booked oversold, I would need to offer Customers a voucher that would persuade them to give up their seat and take an alternative route to their final destination.• Insure that we meet an on-time departure and complete a delay report if this is not done.• Issuing tickets both with card payment and also large sums of cash.• Help irate and distressed Customers resolve their problems.• Decide if ticket charges/changes should be waived depending on each individual case.• During busy periods I will work alongside agents checking customers in, taking delayed/damaged/missing item reports as well as supporting the transfer team handling the hundreds of customer’s transiting through Heathrow daily.