Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
Languages
Websites
EDNA OSEI BOATENG
Timeline
Generic
EDNA OSEI BOATENG

EDNA OSEI BOATENG

ACCRA

Summary

Dynamic Airline Customer Service Agent with expertise in customer complaint resolution and effective communication. Proven track record in managing check-in procedures and assisting with travel documents efficiently. Known for delivering exceptional service and enhancing the overall passenger experience at Aviance Ghana Limited.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Airline Customer Service Agent

Aviance Ghana Limited
ACCRA
03.2023 - Current
  • Performed check-in procedures for both domestic and international flights.
  • Provided assistance to passengers with special needs such as wheelchairs or unaccompanied minors.
  • Utilized problem solving skills to resolve customer issues quickly and efficiently.
  • Resolved customer complaints in a timely manner.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Transmitted information or documents to customers through email, mailings or facsimile machine.
  • Printed itineraries and tickets for passengers each day.
  • Addressed customer inquiries via email, telephone calls or in person, providing prompt response, or follow-up.
  • Communicated effectively with other departments to ensure the best customer experience possible.
  • Prepared daily activity reports detailing customer service issues encountered during shift.
  • Coordinated with ground crew personnel on arrival and departure procedures for each flight.
  • Provided clients with assistance in preparing required travel documents and forms.
  • Followed company policies and procedures related to customer service operations at all times.
  • Advised passengers of any changes or delays in their scheduled flights.
  • Greeted passengers and provided information about departure and arrival times.
  • Assisted customers with ticketing, seating, and baggage handling requirements.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Checked luggage for proper weight distribution according to aircraft specifications.
  • Ensured all boarding passes were printed accurately prior to flight departure time.
  • Built and maintained productive relationships with employees.
  • Worked effectively in team environments to make the workplace more productive.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

Airline Customer Service Agent

Aviation Handling Services-Menzies
ACCRA
04.2014 - 03.2023
  • Provided assistance to passengers with special needs such as wheelchairs or unaccompanied minors.
  • Performed check-in procedures for both domestic and international flights.
  • Utilized problem solving skills to resolve customer issues quickly and efficiently.
  • Resolved customer complaints in a timely manner.
  • Took reservations from patrons by phone or online.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Transmitted information or documents to customers through email, mailings or facsimile machine.

Education

Bachelor of Arts - Human Resources Management

Wisconsin International University College
Accra, Ghana
11-2019

Skills

  • Check-in procedures
  • Customer complaint resolution
  • Flight information dissemination
  • Travel document assistance
  • Customer service
  • Effective communication
  • Team collaboration
  • Time management
  • Ticket issuance
  • Interpersonal skills
  • Problem solving
  • Customer relationship management
  • Attention to detail
  • Travel documentation
  • Baggage handling
  • Airline policies
  • Cultural awareness
  • Airport procedures
  • Stress tolerance
  • Exceptional communication

Affiliations

  • Reading novels
  • Traveling
  • Cooking
  • Learning New adventures

Accomplishments

  • Best worker - 2015 (Aviation Handling Service - Menzies)
  • Most Efficient Check-In Agent, 2018 (Aviation Handling Service, Menzies)
  • Lead Agent (Supervisor) - 2023 (Aviance Ghana Limited)

Certification

* Manual Handling and Ergonomics - February 13, 2023.

* Introduction to Customer Documentation - February 13, 2023.

* Check-In Competency Assessment – January 17, 2023

* Data Protection Introduction - September 27, 2022

* Code of Conduct - August 24, 2022

* Dangerous Goods, October 3, 2024

* Basic Security Awareness- October 4, 2024.

* Human Factor, March 2024

* Personal Protective Equipment – February 2025.

Languages

English
First Language
English
Advanced (C1)
C1

EDNA OSEI BOATENG

  • Edna is a hard-working and driven individual who is not afraid to face any challenge.
  • I am passionate about my work and i know how to get the job done.
  • I will describe myself as an opened minded and honest lady.
  • I thrive on challenge and constantly set goals for myself , so I have something to thrive towards.
  • I am not comfortable with settling for mediocre, and I am always looking for an opportunity to do better and achieve greatness.

Timeline

Airline Customer Service Agent

Aviance Ghana Limited
03.2023 - Current

Airline Customer Service Agent

Aviation Handling Services-Menzies
04.2014 - 03.2023

Bachelor of Arts - Human Resources Management

Wisconsin International University College

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