Hi, I’m
ELIZABETH CORTÉS GARCÍA
Ciudad De México
Summary
Knowledgeable airport services professional with 23+ years of progressive experience in the field. Good relationship-building and problem-solving abilities with a resilient and adaptable approach. Positive, upbeat and friendly team player.
Kind Passenger Service Agent with considerable experience in airline and hospitality customer service. Assists passengers by interpreting flight schedules and relaying weather reports. Adept at working in stressful situations with little to no supervision.
Overview
23
years of professional experience
Work History
Emirates/GHM
Passenger Service Agent
10.2021 - Current
Job overview
- Provided passengers with positive and memorable travel experience through excellent customer service at all touchpoints, including check-in and disembarkation.
- Coordinated with operations team to ensure smooth and efficient flight operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Provided exceptional customer service to passengers, addressing concerns and resolving issues.
- Prepared detailed passenger manifests and other reports to meet organizational needs.
- Developed and implemented strategies to minimize customer wait times.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
Air Canada/ALAVE
Passenger Service Supervisor
12.2020 - 08.2021
Job overview
- Responsible for documentation, boarding, and receipt of flights.
- Coordinated with operations team and performed administrative tasks.
- Managed teams of passenger service agents.
- Hired, trained, and motivated employees to provide exceptional passenger care and support.
- Managed team member schedules and work assignments.
- Processed lost and found items.
- Welcomed and assisted repatriated passengers of Swift Airline.
Passengers Handling Services
Traffic Supervisor
01.2012 - 11.2020
Job overview
- Responsible for documentation, boarding, coordination, and protection of passengers staying in different hotels.
- Participated in ISAGO certification process for three consecutive years.
- Developed and maintained knowledgeable and productive team of employees
Air Protection Services/PHS
Administrative Coordinator and Passenger Service Executive
12.2019 - 11.2020
Job overview
- Responsible for administrative and passenger service department operations.
- Managed team administrative staff and passenger service agents.
- Assisted management with special projects to complete all tasks by deadlines.
- Answered phone calls and responded to inquiries from customers, vendors and other external contacts.
Compañía Cubana de Aviación
Traffic Supervisor
01.2012 - 10.2019
Job overview
- Responsible for operation, documentation, boarding, closure, and immigration.
- Provided respectful treatment to customers, resulting in excellent image of company and service.
- Optimized time and resources for airline.
- Responsible for lost and found department, controlling baggage, weight and balance restrictions, proper and accurate information management between different areas, coordinating baggage tracking between stations.
- Reviewed established business practices and improved processes to reduce expenses
- Created and enforced detailed organization processes to increase quality and service standards
Compañía Mexicana de Aviación
Representative of Comprehensive Customer Service
05.2000 - 10.2010
Job overview
- Oversaw flight operations, liaised with departments, and handled paperwork.
- Assisted passengers for additional services, flight changes, monitored non-boarded baggage, provided support for potential lost connections, boarded flights, and provided information at counters.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Implemented customer service policies and procedures for consistent performance standards.
- Onboarded and trained customer representatives to meet performance and service goals.
Education
Instituto Politécnico NacionalMexico City
Licenciatura from Negocios Internacionales
08.1998
Skills
- Excellent customer service skills
- Customer service management
- Proficient in airline operations software
- Strong organizational and time management skills
- Ability to work independently and as team member
- Ability to handle stressful situations calmly and effectively
- Wheelchair Assistance
- Passenger Assistance
- Status Updates
- Microsoft Office
- Training Junior Team Members
Languages
English
Upper intermediate (B2)
Timeline
Passenger Service Agent
Emirates/GHM
10.2021 - Current
Passenger Service Supervisor
Air Canada/ALAVE
12.2020 - 08.2021
Administrative Coordinator and Passenger Service Executive
Air Protection Services/PHS
12.2019 - 11.2020
Traffic Supervisor
Passengers Handling Services
01.2012 - 11.2020
Traffic Supervisor
Compañía Cubana de Aviación
01.2012 - 10.2019
Representative of Comprehensive Customer Service
Compañía Mexicana de Aviación
05.2000 - 10.2010
Instituto Politécnico Nacional
Licenciatura from Negocios Internacionales
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