Summary
Overview
Work History
Education
Skills
Certification
Languages
Accomplishments
Timeline
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Jennifer Hanson

Abu Dhabi

Summary

Experienced Travel & Aviation Professional with 8+ years of proven excellence in high-pressure ticketing, customer service, and flight operations. Specialized expertise in Amadeus and Sabre GDS systems with a track record of processing 15,000+ tickets annually at 99.8% accuracy. Demonstrated ability to handle 300+ customers daily while maintaining exceptional service standards and resolving complex travel issues with speed and empathy. Ready to deliver stress-free travel solutions in a fast-paced, remote environment.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Guest Service Agent

Etihad Airways
03.2022 - 04.2025
  • Ticketing Excellence: Processed 15,000+ boarding passes annually with 99.8% accuracy in documentation and ticketing operations
  • High-Volume Customer Service: Managed 300+ passengers daily through check-in, boarding, and ticketing with 97% customer satisfaction score
  • Problem Resolution: Achieved 95% first-contact resolution rate for passenger complaints, exceeding industry standard of 80%
  • Systems Expertise: Utilized Amadeus, Sabre, and airline-specific systems for flight booking, changes, and cancellations
  • Compliance & Safety: Maintained zero safety violations while handling last-minute changes and urgent travel requests
  • Pressure Management: Consistently delivered accurate, timely service in high-stress airport environment

Customer Sales Support

Baker Langham
08.2021 - 03.2022
  • Database Management: Maintained 750+ customer profiles with 99.9% accuracy in communication and follow-ups
  • Sales Achievement: Increased program enrollment by 35% through effective customer relationship management
  • International Coordination: Facilitated services for 500+ clients across 25+ countries with 94% completion rate
  • Partnership Development: Generated 200+ strategic partnerships, expanding service offerings

Front Office Agent

Rosewood Hotels And Resorts
02.2017 - 06.2021
  • Luxury Service Delivery: Managed 180+ room property achieving 96% guest satisfaction (above 85% industry average)
  • Sales Excellence: Achieved 88% upselling success rate, generating AED 250,000+ additional annual revenue
  • Rapid Problem Resolution: Reduced complaint resolution time by 60% from 24 hours to 4-hour average response
  • Customer Retention: Increased repeat business by 42% through exceptional service and personalized solutions

Education

Bachelor of Science - Computer Science

University of The People
Pasadena, California

Diploma - Customer Service Excellence

Diploma - Hospitality

Skills

  • GDS & Ticketing Systems: Amadeus, Sabre, Go Now, Maestro
  • Customer Service Excellence: 97% satisfaction scores, first-contact resolution
  • High-Volume Operations: 300 daily passengers, 15,000 annual transactions
  • Problem-Solving: 95% complaint resolution within first contact
  • Sales & Upselling: 88% success rate, AED 250,000 additional revenue generated
  • Multi-channel Support: Voice, chat, email, social media

Certification

  • IATA Dangerous Goods Regulations (DGR) | 2023-03
  • IATA Passenger Ground Services Certification | 2022-03
  • Airport Operations Fundamentals (Civil Aviation Authority Approved) | 2022-03

Languages

English (C2)
French (B2)

Accomplishments

  • 99.8% Ticketing Accuracy across 15,000+ annual transactions
  • 97% Customer Satisfaction in high-pressure aviation environment
  • AED 250,000+ Revenue Generation through strategic upselling
  • 95% First-Contact Resolution exceeding industry benchmarks
  • Multi-cultural Expertise serving international clientele across 25+ countries

Timeline

Guest Service Agent

Etihad Airways
03.2022 - 04.2025

Customer Sales Support

Baker Langham
08.2021 - 03.2022

Front Office Agent

Rosewood Hotels And Resorts
02.2017 - 06.2021

Diploma - Customer Service Excellence

Diploma - Hospitality

Bachelor of Science - Computer Science

University of The People

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Jennifer Hanson