Eonju(Helena) Lee

• Passenger Service Team at Incheon Airport

• Apply strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
• Maintain compliance with company policies, objectives, and communication goals.
• Supported airport ground service of partner airlines (AF/KL, Czech Airlines, China Airlines)
• Handle VIP/FIRST/BUSINESS CLASS customer service throughout various airport phases
• Analyze anticipated operation problems to minimize com more than 200 cases such as delay, cancellation, and overbooking, and undertake necessary action to minimize disruption, customer complaints
• Evaluate employee performance and convey constructive feedback to improve skills
• Ensure appropriate control of processes related to document and information consolidation
• Administer/manage all operational/supervisory activities
• Maintain 80% or higher monthly on-time flight operations through efficient departmental processes
• Collaborate with upper management to improve customer service processes and support structures company-wide.
• Use the industry expertise, customer service skills, and analytical nature to resolve customer concerns and promote loyalty

• Senior Ticketing Specialist (Call center, Downtown Office)

• Answered customer inquiries regarding ticket availability, pricing, policies

• Provided schedule, routing and fare information to assist customers with ticket purchases.
• Used computerized ticketing systems to process ticketing, and fare calculation accurately and securely
• Assisted with the development and implementation of new ticketing policies for enhanced service delivery
• Monitored ticket sales and provided detailed reports to management
• Mentored new hires, resulting in stronger staff development and increased productivity.