Ariadna Roch Ibáñez
Barcelona
Summary
History of working well in fast-paced aviation-related settings to provide diverse and useful services targeted on specific needs. Proficient in tracking, analyzing and reporting on progress, as well as implementing enhancements to drive growth.
Overview
12
12
years of professional experience
Work History
Specialist Baggage Support and WorldTracer coordinator
Norwegian Air Resources SCC
02.2017 - Current
- Coordinating baggage irregularities and configuring WorldTracer system according to company needs.
- Managing user accounts and distributing information to handlers and staff about functional changes.
- Distributing trainings to handlers and new agents to ensure high quality customer service level.
- Handling baggage irregularity complaints from customers via telephone and zendesk.
- Handling SAP compensation payments.
Baggage agent - Lost and Found
Menzies Aviation
11.2015 - 02.2017
- Assisted passengers in arrivals, created delayed and damaged baggage reports.
- Followed up on baggage irregularities.
- Controlled the station performance on lost baggage resolution.
Baggage agent - Lost and Found
Swissport handling
05.2013 - 11.2015
- Performed as a supervisor on duty while the supervisor was on leave.
- Assisted passengers in arrivals, created delayed and damaged baggage reports.
- Tracked lost baggage report and updated baggage's status accordingly.
Baggage agent - Lost and Found
Globalia handling
06.2014 - 06.2015
- Assisted passengers in arrivals, creating delayed and damaged baggage reports.
- Programmed baggage delivery with customers.
Checkin Agent
Lesma handling
03.2012 - 01.2013
- Responsible for check-in and boarding Ryanair flights in El Prat airport.
- Dealt with a large amount of passengers daily and answered their questions and complaints in different languages when required.
- Responsible for sensitive personal data and the first client-facing personnel enforcing the airlines' security policies.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
Education
TCP / Cabin crew certificate -
Azafatas Lesma
06.2011
General Certificate of Education -
IES Joan d’Austria
06.2011
Skills
- Familiar with IATA regulations for baggage irregularities
- Microsoft Office
- Task Prioritization
- Customer Service
- Problem Resolution
- Decision-Making and Conflict Resolution
- Friendly, Positive Attitude
- Team Building
- Interpersonal Communication
Languages
English
Upper intermediate (B2)
Spanish
Bilingual or Proficient (C2)
Catalan
Bilingual or Proficient (C2)
Swedish
Elementary (A2)
Timeline
Specialist Baggage Support and WorldTracer coordinator
Norwegian Air Resources SCC
02.2017 - Current
Baggage agent - Lost and Found
Menzies Aviation
11.2015 - 02.2017
Baggage agent - Lost and Found
Globalia handling
06.2014 - 06.2015
Baggage agent - Lost and Found
Swissport handling
05.2013 - 11.2015
Checkin Agent
Lesma handling
03.2012 - 01.2013
TCP / Cabin crew certificate -
Azafatas Lesma
General Certificate of Education -
IES Joan d’Austria
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