ZEYNEP ALBAYRAKTAR
Istanbul
Summary
Dynamic and detail-oriented professional with extensive experience as a Passenger Service Agent at HAVAS Ground Handling Co. Skilled in conflict resolution and proficient in Microsoft Office, I excel in high-pressure environments, ensuring seamless operations and exceptional customer service. Proven ability to manage complex situations while maintaining compliance and enhancing passenger satisfaction.
Overview
3
3
years of professional experience
10
10
years of post-secondary education
6
6
Certifications
1
1
Language
Work History
Passenger Service Agent
HAVAS Ground Handling Co.
04.2024 - Current
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Tagged baggage and routed to appropriate location for loading and screening.
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Maintain constant communication with aircraft coordination teams to ensure smooth flight operations. Oversee and manage all passenger-related procedures from the aircraft's arrival to its departure.
Digital Onboarding Representative
QNB Finansbank
01.2023 - 03.2024
- Managed customer banking and account operations.
- Handled account opening procedures in accordance with legal requirements and internal control policies.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
Customer Service Representative
TEB
07.2022 - 01.2023
- Supported customers in all financial transactions.
- Presented banking and credit products according to customer needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Associate of Science - Civil Aviation Transportation Management
Anadolu University
Eskişehir, Turkey 09.2023 - Current
Bachelor of Arts - International Trade And Logistics Management
Istanbul University
Istanbul, Turkey 01.2022 - Current
Bachelor of Arts - International Relations
Kocaeli University
Kocaeli 08.2017 - 06.2022
Skills
- Proficiency in Microsoft Office (Excel, Word, PowerPoint)
- Flexibility in rotating shifts and high-stress environments
- Ability to work under pressure and meet deadlines
- Conflict resolution and crisis management
- Strong organizational skills
- Time management and multitasking
- Crew scheduling and shift planning
- Attention to detail and accuracy
- Familiarity with aviation operations and ground handling
- Proficiency in Microsoft Office (Excel, Word, PowerPoint)
Certification
Crew Resource Management (CRM) - IATA e-learning
Timeline
Basic Flight Scheduling - OpenLearn
10-2025
Crew Resource Management (CRM) - IATA e-learning
08-2025
Time Management for Administrative Professionals - Coursera
07-2025
Introduction to Aviation Operations - Alison
06-2025
Airport Operations Fundamentals - Udemy
05-2025
Passenger Service Agent
HAVAS Ground Handling Co.
04.2024 - Current
Associate of Science - Civil Aviation Transportation Management
Anadolu University
09.2023 - Current
Digital Onboarding Representative
QNB Finansbank
01.2023 - 03.2024
Customer Service Representative
TEB
07.2022 - 01.2023
Crisis Management
06-2022
Bachelor of Arts - International Trade And Logistics Management
Istanbul University
01.2022 - Current
Bachelor of Arts - International Relations
Kocaeli University
08.2017 - 06.2022