Rina Adjani
Gaithersburg
Summary
Having more than fourteen years of experience working in an Airport/Airline Industry as a Customer Service Agent, I have became adept to people's needs, able to communicate with great service across to individuals with different backgrounds and ethnicity. My service comes from my heart as I love being rewarded a smile from a happy customer.
Overview
21
21
years of professional experience
Work History
Customer Service Agent
DVS Aviation
03.2025 - Current
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
- Fostered a welcoming environment at the gate area by engaging in friendly conversations with travelers and attending promptly to their concerns.
- Coordinated closely with other departments to address operational challenges affecting customer experiences smoothly and efficiently.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Streamlined check-in processes for faster service, resulting in reduced wait times.
- Proficient with the Airline system (Amadeus - Altea).
Customer Service Agent
Alaska Airlines
11.2022 - 04.2023
- Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
- Collaborated with team members to achieve high levels of performance in demanding situations.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Streamlined check-in processes for faster service, resulting in reduced wait times.
Passenger Service Agent
Dnata
03.2022 - 05.2022
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Announced flight status updates and information about gate changes over PA system.
- Prepared detailed passenger manifests and other reports to meet organizational needs.
Passenger Service Agent
Swissport USA Inc
02.2021 - 02.2022
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Enhanced customer satisfaction by providing efficient check-in and boarding services.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Contributed to the achievement of on-time departure goals through efficient gate management processes.
- Demonstrated adaptability by adjusting quickly to changes in flight schedules or gate assignments.
- Monitored and processed ticket sales, refunds and upgrades to meet diverse passenger needs.
Customer Service Agent
Matrix Aviation Services Inc
04.2019 - 01.2020
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Collaborated with team members to achieve high levels of performance in demanding situations.
Airport Ground Agent
CAS Destination ( Cardig Group JAS )
03.2004 - 11.2015
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Streamlined check-in processes for faster service, resulting in reduced wait times.
- Adapted communication style based on each individual''s needs, providing clear instructions for non-native English speakers or those requiring additional support.
- Increased repeat business through personalized interactions and building rapport with customers.
Education
Diploma -
The Indonesian Educational Institution for Professional and Development ( LP3I )
09.2003
Skills
- Customer Service
- Team Collaboration
- Airline Systems Proficiency
- Check-in Process
- Boarding Operations
- Communication
- Problem-solving
- Time Management
- Multitasking
- Attention to Detail
Personal Information
- Date of Birth: 04/09/83
- Nationality: Indonesian
Languages
English
Full Professional
Indonesian
Native or Bilingual
Timeline
Customer Service Agent
DVS Aviation
03.2025 - Current
Customer Service Agent
Alaska Airlines
11.2022 - 04.2023
Passenger Service Agent
Dnata
03.2022 - 05.2022
Passenger Service Agent
Swissport USA Inc
02.2021 - 02.2022
Customer Service Agent
Matrix Aviation Services Inc
04.2019 - 01.2020
Airport Ground Agent
CAS Destination ( Cardig Group JAS )
03.2004 - 11.2015
Diploma -
The Indonesian Educational Institution for Professional and Development ( LP3I )
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