NYEIN CHUN

I got promoted to ‘System Service Supervisor’ position in 2015. I was responsible for assigning thousands of seats on our aircrafts everyday to make sure the passengers get their preferable seats and to be able to maximize the sales of the empty seats. As our hub, Dubai International Airport is one of the busiest airports in the world, critical thinking and decision-making skills are important like giving priorities to accessible passengers and kids together with the guardians. Not only the passengers’ seats, I was also responsible to assign the loads and cargo for the aircrafts. And I got an opportunity to train the new joiners respectively. As a great achievement, during the busy days, I did overtime works to support the team and I got the certificates of excellence from the team.

• Achieved results by working with staff to meet established targets.
• Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
• Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
• Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Evaluated employee performance and coached and trained to improve weak areas.
• Maintained compliance with company policies, objectives, and communication goals.

I was promoted to the ‘Senior Airport Service Agent’ position in 2013. I was responsible for identifying and exceeding the customers’ expectations by ensuring their great check-in experience, transfer desks, and at the boarding gates. Dealing with different complaints in a friendly manner was the most important part of my responsibilities. Due to the hard works and helpfulness, I usually got great feedback from the customers. I was also responsible to train the new joiners to be able to provide a heartfelt experience to the customers. Training the new joiners helped me to be able to go the extra mile and assist the customers in better ways.

• Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
• Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
• Coordinated with ramp agents to successfully store, remove and transport customer baggage.
• Operated PA system to make announcements regarding flight activity.
• Verified identification and travel documents to efficiently board passengers for on-time departure.
• Used airline computer system to create airline tickets and boarding passes.
• Operated specialized weighing and screening equipment to weigh and screen passenger luggage.
• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
• Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.

I was responsible to provide quality service to Emirates and code share airline passengers in respect to check-in, boarding and special services in align with company commercial and safety standards and procedures so that the millions of passengers traveling around the world with Emirates and code share airlines passengers are taken care in a consistent and efficient manner. With my past experience of making the guests happy, I was able to handle the customers’ complaints and provide their needs. I got some great feedback from the customers and it increased the loyalty between airline and the customers.

• Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
• Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
• Operated specialized weighing and screening equipment to weigh and screen passenger luggage.
• Coordinated with ramp agents to successfully store, remove and transport customer baggage.
• Operated PA system to make announcements regarding flight activity.
• Used airline computer system to create airline tickets and boarding passes.
• Verified identification and travel documents to efficiently board passengers for on-time departure.
• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
• Prepared customer invoices, accepted payments, and processed refund and cancellation requests.

My responsibilities were to ensure that the guests have a memorable experience during their stays and to provide the guests’ needs during their stays and after their stays to welcome back the guests. I was a proficient Opera PMS user and this helped to give the guests warm check-in and check-out experiences. I was in charge of the assigning the house during night shifts to ensure the guests get according to their preferences. And I got an opportunity to promote the revenue of the hotel by upselling which also help the guests to choose the better facilities with a bit of supplement. I helped the new joiners to learn the system and I learned leadership skills with the manager on duty frequently.

• Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
• Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
• Coordinated with vendors for repair and maintenance of hotel.
• Stored guest valuables in safe and individual boxes for security.
• Implemented marketing and promotional initiatives to increase occupancy.
• Liaised with housekeeping staff to verify service and maintenance of hotel standards.
• Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
• Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
• Kept accounts in balance and ran daily reports to verify totals.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Introduced customers to resort amenities with pleasant and helpful demeanor.
• Monitored hotel's budget and financial records.
• Trained new staff members in customer service techniques and hotel operations.