Eonju Lee(Helena)

• Passenger Service Team at Incheon Airport

• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows

• Maintained compliance with company policies, objectives, and communication goals

• In charge of check-in, boarding and ticketing (50passegers/day)

• Supported airport ground service of partner airlines (AF/KL, Czech Airlines, China Airlines)

• Handle VIP/FIRST/BUSINESS CLASS service throughout various airport phases

• Analyze anticipated operation problems more than 200 cases such as delay, cancellation, and overbooking and undertake necessary action to minimize disruption, customer complaints

• Create/Update the standard of check-in procedure (SOP)

• Monitor/report trainee progress, introducing new learning tools to address individual needs

• 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

• Conduct discussions with partner airlines to develop applicable systems and resolve unexpected issues

• Use the industry expertise, customer service skills, and analytical nature to resolve customer concerns and promote loyalty

• Cultivate positive rapport with fellow employees to boost company morale and promote employee retention.

• Used computerized ticketing systems to process ticketing, fare calculation accurately and securely

• Answered customer inquiries regarding ticket availability, pricing , policies

• Assisted with the development and implementation of new ticketing policies for enhanced service delivery

• Monitored ticket sales and provided detailed reports to management

• Assisted with the development and implementation of new ticketing ped new hires, resulting in stronger staff development and increased productivity.

• Mentored new hires, resulting in stronger staff development and increased productivity. Answered customer inquiries regarding ticket availability, pricing , policies