Maria Burgos

Experienced professional with over two decades in customer relations, skilled in problem-solving, active listening, and communication. Adept at managing ticketing operations and resolving complex issues efficiently, aiming to leverage these abilities as a Customer Service Representative. Committed to enhancing customer satisfaction and supporting team success.

AIRLINE CUSTOMER SERVICE REPRESENTATIVE at American Airlines (2001-04 – 2025-12)

• Performed quality control checks on boarding passes before issuing them to passengers.
• Collaborated closely with co-workers to ensure smooth operational flow during peak hours of business
• Maintained knowledge of airline policies and regulations for all domestic and international flights departing from the airport.
• Processed ticketing transactions, checked baggage, and assisted customers with any necessary travel information or documentation.
• Greeted passengers upon arrival at the airport terminal and provided directions when needed.
• Booked flights, reserved seats and rescheduled passengers to provide superior customer service

CUSTOMER SERVICE REPRESENTATIVE at Trans World Airlines (1996-10 – 2001-04)

• Adhered to company policies and procedures while providing superior service.
• Managed ticket counter operations including check-in and check-out procedures for passengers and cargo items.
• Booked flights, reserved seats and rescheduled passengers to provide superior customer service.
• Provided excellent customer service by assisting customers with questions, flight changes and luggage issues.
• Followed airline regulations by weighing luggage on scales and properly charging customers.

ASSOCIATE IN ARTS (A.A.) in EXECUTIVE SECRETARY – Roxbury Community College (1979-06)