Almedin Terzic
Passenger Services Agents
Munich
Summary
Friendly Reservation Agent with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Offering 2 years of experience in AHS Munich. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
10
10
years of post-secondary education
3
3
Languages
Work History
Train Attendant
Deutsche Bahn AG Fernverkehr
Munich
12.2018 - Current
- Enhanced customer satisfaction by providing exceptional service and attending to passengers'' needs promptly.
- Checked on passengers regularly, verified compliance with safety requirements and identified assistance needs.
- Participated in regular training sessions to stay updated on industry regulations, safety protocols, and best practices for delivering excellent customer service in railway setting.
- Built and strengthened student, teacher and family relationships.
- Resolved passenger complaints professionally, finding solutions that maintained high levels of customer satisfaction while adhering to company policies.
- Worked flexible hours across night, weekend, and holiday shifts.
- Worked well in a team setting, providing support and guidance.
Passenger Service Agent
Aerogate/Minijob
Munich Airport
06.2023 - Current
- Coordinated ground and air travel arrangements for business and leisure customers to support satisfaction.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
- Worked well in a team setting, providing support and guidance.
- Worked flexible hours across night, weekend, and holiday shifts.
- Collaborated with airline personnel to facilitate seamless coordination between departments.
- Thai Airways,ANA,Oman Air
Check-in Agent/Customer Service Officer
AHS München
Munich Airport
05.2016 - 10.2018
- Maintained detailed knowledge of airport policies and procedures to ensure seamless operations.
- Streamlined the check-in process for a smoother experience, managing passenger reservations with accuracy.
- Enhanced customer satisfaction by efficiently processing check-ins and issuing boarding passes.
- Followed-up on will-call orders to verify attendance and contacted previous or cancellation list customers to fill available or newly opened spaces.
- Processed payments securely for excess baggage fees or other charges as required by airline policies.
- Verified passport and visa validity for international flights, adhering to strict immigration requirements and regulations.
- Expedited ticket changes or cancellations as needed, accommodating last-minute requests from passengers.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Retail Worker
Kaufland
Munich
05.2015 - 05.2016
- Delivered exceptional customer service with a friendly demeanor, resulting in increased repeat business.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Managed returns and exchanges process smoothly, maintaining high levels of customer satisfaction even during difficult situations.
Retail Worker
Lidl
Munich
09.2013 - 03.2015
- Delivered exceptional customer service with a friendly demeanor, resulting in increased repeat business.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Answered questions about store policies and addressed customer concerns.
- Maintained a clean and organized sales floor, enhancing the overall shopping experience for customers.
- Worked closely with shift manager to solve problems and handle customer concerns.
Education
Hauptschulabschluss -
Hauptschule Am Inzeller Weg
Munich, Germany 09.2006 - 07.2011
No Degree -
Grundschule Lehrer-Götz-Weg
Munich, Germany 09.2001 - 07.2006
Skills
Check-in procedures
Creative Thinking
Lost Baggage Tracing
Phone and Email Etiquette
Sabre Software
Documentation
Booking issues
ALTEA/Sabre/Go Now/Amadeus
Ticketing and Boarding Procedures
Air France KLM Ticketing
Timeline
Passenger Service Agent
Aerogate/Minijob
06.2023 - Current
Train Attendant
Deutsche Bahn AG Fernverkehr
12.2018 - Current
Check-in Agent/Customer Service Officer
AHS München
05.2016 - 10.2018
Retail Worker
Kaufland
05.2015 - 05.2016
Retail Worker
Lidl
09.2013 - 03.2015
Hauptschulabschluss -
Hauptschule Am Inzeller Weg
09.2006 - 07.2011
No Degree -
Grundschule Lehrer-Götz-Weg
09.2001 - 07.2006
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