Sofhia Madison

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.

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

Bachelor of Science - Tourism Management - National University - Fairview (2020 - 2024)

Senior High School - Accountancy and Business Management - Our Lady of Fatima University (2018 - 2020)