Simone Flynn
Buettelborn
Summary
Accomplished Passenger Service Manager at Deutsche Lufthansa AG, adept in customer service management and crisis resolution. Enhanced operational efficiency by implementing process improvements. Strong leadership and communication skills fostered a collaborative team environment, driving high employee retention and satisfaction rates. Proven track record in delivering exceptional passenger experiences.
Professional service leader with extensive experience in streamlining passenger operations. Known for fostering team collaboration and achieving seamless service delivery. Reliable and adaptable, excelling in dynamic environments and maintaining high operational standards.
Knowledgeable with proven background in overseeing efficient passenger service operations. Managed team coordination and resolved customer issues to enhance service quality and satisfaction. Demonstrated problem-solving and leadership skills in high-pressure environments.
Experienced with managing passenger service operations and ensuring smooth workflow. Utilizes problem-solving abilities and leadership to enhance team performance. Track record of maintaining high standards of customer satisfaction and operational efficiency.
Professional in passenger services with proven ability to enhance customer experiences and operational efficiency. Adept at managing teams, resolving conflicts, and adapting to dynamic environments. Strong focus on collaboration, communication, and achieving results. Skilled in problem-solving, staff training, and maintaining high standards of service.
Overview
23
23
years of professional experience
Work History
Passenger Service Manager
Deutsche Lufthansa AG
Frankfurt
05.2022 - Current
- Supervised daily operations to ensure optimal passenger experience and service quality.
- Trained and mentored staff on customer service protocols and operational procedures.
- Managed scheduling and resource allocation for efficient service delivery during peak hours.
- Implemented process improvements to enhance workflow efficiency and reduce passenger wait times.
- Collaborated with cross-functional teams to resolve passenger issues and improve satisfaction rates.
- Monitored performance metrics to identify areas for improvement in service delivery standards.
- Oversaw ticketing, gate and ramp services.
- Provided leadership to the service team, fostering a positive work environment that resulted in high employee retention rates.
- Assisted passengers with special needs or requests, providing personalized attention to ensure their comfort during travel.
- Evaluated employee performance regularly, providing constructive feedback and growth opportunities as needed for continued development within the team.
- Managed ticketing and reservation systems, ensuring accurate processing of passenger information and flight bookings.
- Managed team member schedules and work assignments.
- Collaborated with other airport stakeholders to maintain efficient airport operations and seamless passenger experiences across all touchpoints.
- Ensured compliance with airline policies and procedures, maintaining safety standards throughout the terminal.
- Developed shift schedules for optimal staffing levels, maximizing productivity while minimizing labor costs.
- Coordinated timely departures by effectively communicating with gate agents, flight crews, and ground personnel.
- Hired, trained, and motivated employees to provide exceptional passenger care and support.
- Promoted a culture of teamwork among staff members by organizing team-building activities and encouraging open communication within the workplace.
- Resolved escalated customer issues in a professional manner, resulting in increased loyalty from satisfied clients.
- Maintained open communication channels between management and staff members to address concerns proactively before they impacted operations or customer experiences negatively.
- Implemented operational improvements that led to reduced delays and improved on-time performance metrics for flights under supervision.
- Conducted regular staff training sessions for continuous improvement in customer service skills and knowledge of airline procedures.
- Enhanced passenger satisfaction by efficiently managing daily operations and addressing customer concerns promptly.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Educated passengers on safety procedures and provided assistance to disabled passengers
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Provided exceptional customer service to passengers, addressing concerns and resolving issues.
- Tagged baggage and routed to appropriate location for loading and screening.
- Announced flight status updates and information about gate changes over PA system.
- Prepared detailed passenger manifests and other reports to meet organizational needs.
- Rescheduled flights, issued refunds and assisted passengers with alternative travel arrangements.
- Monitored and processed ticket sales, refunds and upgrades to meet diverse passenger needs.
- Developed and implemented strategies to minimize customer wait times.
- Processed information quickly to take immediate action during unexpected or serious situations.
- Maintained and completed administrative records and documents to meet company requirements.
- Fostered partnerships and supportive relationships with local airport operations to facilitate corporate initiatives.
- Created, managed and delivered meaningful recognition and individual rewards to boost morale.
Flight Manager
Deutsche Lufthansa AG
08.2011 - 04.2022
- Coordinated flight operations, ensuring safety and compliance with regulatory standards.
- Supervised ground crew activities, enhancing efficiency and operational flow.
- Developed training programs for staff, improving team performance and service delivery.
- Implemented process improvements, reducing turnaround times for aircraft servicing.
- Monitored flight schedules and resources to optimize operational effectiveness.
- Led cross-functional teams in crisis management during operational disruptions.
- Fostered relationships with stakeholders, enhancing collaboration across departments.
- Enhanced passenger satisfaction with proactive communication and problem-solving during in-flight issues.
- Conducted thorough safety inspections before each flight, maintaining compliance with industry regulations and company policies.
- Streamlined pre-flight preparation tasks for timely departures and arrivals, contributing to overall airline punctuality.
- Worked with pilots, customers and company personnel to resolve service issues and routing and mechanical problems.
- Developed strong relationships with key stakeholders such as airport officials, vendors, and regulatory authorities to facilitate smooth flight operations at all times.
- Championed diversity initiatives within the team by actively recruiting individuals from diverse backgrounds who contributed unique perspectives and ideas that enriched the overall work environment.
- Optimized crew performance through regular performance evaluations and tailored feedback sessions to support continuous improvement initiatives.
- Identified opportunities for process improvements within the department, presenting recommendations to senior management that led to increased operational efficiency across multiple flights.
- Collaborated with ground teams to ensure seamless coordination between in-flight staff and airport personnel for efficient operations.
- Mentored and trained new team members, fostering a supportive work environment that encouraged professional development.
- Coordinated emergency response efforts during crisis situations, ensuring the safety of passengers and crew while minimizing disruptions to airline operations.
- Promoted a culture of excellence within the team by leading by example, sharing best practices, and consistently demonstrating professionalism under pressure.
- Maintained strict adherence to safety protocols at all times, contributing to the airline''s solid reputation for safe and reliable flight operations.
- Managed services and audited partners to develop, implement and measure key logistics strategies to improve customer service.
- Addressed customer concerns promptly, providing solutions that exceeded expectations and promoted loyalty to the airline brand.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Developed and maintained knowledgeable and productive team of employees.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Reviewed established business practices and improved processes to reduce expenses.
Personal Assistant First Class Terminal
Deutsche Lufthansa AG
Frankfurt
01.2006 - 07.2011
- Managed executive calendars, ensuring efficient scheduling and prioritization of appointments.
- Coordinated travel arrangements, optimizing itineraries for domestic and international trips.
- Prepared comprehensive meeting agendas and took detailed minutes for senior management discussions.
- Streamlined office communication by implementing digital tools for enhanced collaboration among teams.
Passenger Service Professional
Deutsche Lufthansa AG
Frankfurt
02.2003 - 12.2005
- Coordinated passenger check-in processes, ensuring efficient boarding and adherence to schedules.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Assisted in managing baggage handling, maintaining accuracy in tracking and delivery.
- Conducted safety briefings, ensuring compliance with airline policies and regulations.
- Streamlined check-in processes for improved efficiency and reduced wait times.
- Contributed to positive work environment through effective communication and teamwork among colleagues.
- Provided exceptional customer service while assisting with ticketing and baggage checkin.
- Processed visa and passport information accurately, ensuring all international travelers met entry requirements for their destinations.
- Actively participated in ongoing training sessions to stay current on industry trends and best practices in passenger services.
- Enhanced passenger satisfaction by providing timely and accurate flight information.
- Handled luggage issues professionally, reuniting lost bags with their owners as quickly as possible.
- Resolved customer complaints promptly, maintaining a high level of professionalism.
- Provided multilingual assistance when necessary, catering to diverse traveler needs and enhancing overall guest satisfaction levels.
- Conducted pre-boarding announcements clearly and accurately, keeping passengers informed about flight status updates.
- Managed overbooking situations tactfully, offering alternative solutions to affected passengers.
- Assisted families traveling with young children or elderly relatives, providing additional support when needed.
- Processed flight reservations efficiently, minimizing errors and delays in the system.
- Demonstrated a strong commitment to safety by adhering to company policies and federal regulations at all times.
- Collaborated with team members to manage gate operations effectively during peak periods.
- Supported revenue growth by upselling ancillary products such as seat upgrades or priority boarding passes during customer interactions.
- Maintained up-to-date knowledge of airport security regulations, ensuring compliance at all times.
- Coordinated with airline staff to ensure smooth boarding procedures for all passengers.
- Increased on-time departures by closely monitoring passenger flow during boarding procedures.
- Assisted passengers with special needs, ensuring a comfortable and pleasant travel experience.
- Monitored security and maintained operational protocols.
- Processed customer payments and enforced compliance with financial regulations.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
- Identified and resolved discrepancies and errors in customer accounts.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and team productivity by promoting operational best practices.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Educated passengers on safety procedures and provided assistance to disabled passengers
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Provided exceptional customer service to passengers, addressing concerns and resolving issues.
- Tagged baggage and routed to appropriate location for loading and screening.
- Announced flight status updates and information about gate changes over PA system.
- Prepared detailed passenger manifests and other reports to meet organizational needs.
- Rescheduled flights, issued refunds and assisted passengers with alternative travel arrangements.
- Monitored and processed ticket sales, refunds and upgrades to meet diverse passenger needs.
- Developed and implemented strategies to minimize customer wait times.
- check-in agent for United Airlines Handling in FRA
Education
Bachelor of Arts - Tourism And Travel Management
Berufskolleg Eifel
Köln / Kall07-2000
High School Diploma -
Ludwig Erhard Schule
Neuwied, Germany07-1994
Skills
- Customer service management
- Staff training and development
- Team management
- Crisis management
- Performance improvements
- Strong leadership
- Departures management
- Language proficiency
- Teamwork and collaboration
- Time management
- Multitasking
- Reliability
- Adaptability and flexibility
- Risk assessment
- Public speaking
- Continuous improvement
- Performance evaluation
- Cultural sensitivity
Languages
English
Bilingual or Proficient (C2)
Spanish
Upper intermediate (B2)
French
Intermediate (B1)
German
Bilingual or Proficient (C2)
Timeline
Passenger Service Manager
Deutsche Lufthansa AG
05.2022 - Current
Flight Manager
Deutsche Lufthansa AG
08.2011 - 04.2022
Personal Assistant First Class Terminal
Deutsche Lufthansa AG
01.2006 - 07.2011
Passenger Service Professional
Deutsche Lufthansa AG
02.2003 - 12.2005
Bachelor of Arts - Tourism And Travel Management
Berufskolleg Eifel
High School Diploma -
Ludwig Erhard Schule