Sofhia Madison
Airline Customer Service Representative
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About
Motivated and customer-oriented Airline Customer Service Representative with 1 year of experience supporting passengers for KLM Royal Dutch Airlines and Air France. Skilled in passenger assistance, reservations, ticketing, requesting special services and resolving customer concerns in a fast-paced environment. Strong communication and problem-solving abilities with a commitment to delivering excellent customer service and ensuring a positive travel experience.
Seeking to contribute my aviation customer service expertise and dedication to a dynamic organization.
Experience
Customer Service Representative - KLM Royal Dutch Airlines and Air France - CYGNIFIC MANILA
(2025-05 - 2026-06)
Assigned under Sales and Services Department
- Handling new bookings and reservations for the passenger (assisting over at the website or using AMADEUS)
- Assist passengers in rebookings (for new outbound and inbound dates, flight cancellations, misconnections, etc)
- Issuing new tickets for new bookings and re-issuing tickets for rebookings
- Providing general information to the passengers (baggage allowance, price dynamics, seat and cabin features, etc)
- Assisting in requesting special request of the passenger (seats, meals, pet in cabin/hold, etc)
- Assiting in doing cabin upgrades for the passengers
- Process refund request of the passengers
- Reviewing travel documents needed as per requirement of the immigrations
- Providing status of claims/complaints of the passengers
Student Intern - Department of Tourism
(2024-05 - 2024-09)
Assigned under the Training and Development Division
- Handled all of inquiries, concerns, files, and DTR of the interns that are accepted in the Department of Tourism
- Releasing and receiving documents from other divisions
- Encoding all of the intern's information and documents released by the department
- Assisting in organizing the events of the department
- Editing powerpoint, pamphlets and designs to be used in the events
- Technical assistant in the event of the department
Student Intern - MERCK MLI Travel and Tours
(2022-04 - 2022-06)
- AMADEUS Training and booking
- Creating of itineraries for both local and international tours
- Costing for the itineraries of local and international tours
- Discussions about the tourism industry
Education
Bachelor of Science - Tourism Management - National University - Fairview (2020 - 2024)
Senior High School - Accountancy and Business Management - Our Lady of Fatima University (2018 - 2020)
