Mélissa Lacher-Soulat

About the Candidate

SUMMARY

Hardworking and knowledgeable professional with a history of exceeding expectations and delivering quantifiable results
Innovative and dynamic flights expert who enjoys leading by example diverse teams to achieve metric goals
Strong communication skills and ability to establish rapport with customers, support peers by ensuring they have the tools they need and the recognition they deserve
HIGHLIGHTS
Multitasking skills
Active listening skills
Excellent time management skills
Effective problem solver
Proficiency with Altea, QIK Res, Sabre, Shares, Amadeus, NetTracer, WorldTracer
High customer service standards
Team orientated

EXPERIENCE

Lufthansa, Munich, GERMANY                                                                03/2019 – 03/2021
Service Professional
Responsible for check-in and boarding passengers
Communicate with Customers about all safety and Security Procedures
Clients Airlines assisted: Air Malta, Air Canada, Tap Portugal, SAS, Swiss, Austrian Airlines, Lot Polish Airline, Adria Airways, Croatian Airlines, Luxair

United Airlines, Munich, GERMANY                                                        10/2018 – 03/2019
Customer Service Representative

Supervise and coordinate Check-in, boarding, and disrupted operations
Ensure Safety and Security Procedures
Efficiency in ticketing duties

Global Services: Premium Guests assist

American Airlines, Munich, GERMANY                                                   01/2014 – 10/2018
Airline Customer service Agent – GSC/CRO trained – International Security Coordinator
Supervise and coordinate vendor’s team, passengers Check-in and boarding, as well as assist passengers during disrupted operations
Support Management with various administrative tasks
Communicate with customers about all Safety and Security Procedures
Efficiency in ticketing duties
Responsible for the Mishandled Baggage Report, ensuring good customer assistance and dispute files each month

US Airways, Zurich, SWITZERLAND                                                          09/2013 – 01/2014
Airline Customer service Agent
Supervise and coordinate Check-in, boarding and disrupted operations
Ensure Safety and Security Procedures
Efficiency in ticketing duties
US Airways, Munich, GERMANY                                                             03/2012 – 09/2013
Airline Customer service Agent
Supervise and coordinate Check-in, boarding, and disrupted operations
Ensure Safety and Security Procedures
Efficiency in ticketing duties

Regional-Air France, Lyon, FRANCE                                                         07/2011 – 12/2011
Airline Customer service Agent
Responsible for check-in and boarding passengers
Communicate with Customers about all safety and Security Procedures
Dispatch responsibilities, work with loads and A/C balances, print loadsheets

Aviapartner, Lyon, FRANCE                                                                    05/2011 – 06/2011
Ticketing Agent
Responsible for the Electronic Ticketing for Airlines: IBERIA, TAP, Air Austral, Corsair
Take care of every irregularity (cancelled/oversold flights, delays etc.)
Airlinair, Aurillac, FRANCE                                                                      02/2010 – 09/2010
Airline Customer Service Agent
Responsible for check-in and boarding passengers / communicate with customers about all safety and security procedures / ticket desk duties / baggage claim
Trained to flight dispatch: ability to control checks and balances of an aircraft including weight of baggage and freight and to handle any problems concerning departure to ensure a secure flight.

Map Handling, Toulouse, FRANCE                                                          05/2008 – 08/2008
Airport Customer Service Agent
Responsible for check-in and boarding passengers and communicating with customers about all safety and security procedures
Airlines assisted: Lufthansa, Aer Lingus, Easyjet & Jet2
Flight Leader on Tunis air/Air France charters

CCI Limoges, Limoges, FRANCE                                                              02/2007 – 05/2008
Airport Customer Service Agent
Responsible for check-in and boarding passengers / communicating with customers about all safety and security procedures/ticket desk duties/baggage claim
Q Airlines assisted: Air France, Ryanair, Flybe, and Charters

EDUCATION

Master of Business Administration                                                         01/2021 – now
University of Cumbria (online)
Core Modules: Organizational Behavior, Marketing Management, Financial Management, Ethics and Corporate responsibility, Strategic Management

International Female Development Program                                           03/2017 – 09/2018
18 months program towards roles in Management including:
9 months Donohue Mentoring for excellence in leadership
Personal Branding
Presentation skills training
Leading People at American
Project management for non-leaders
Leveraging the leader within

Ecole Supérieure des Métiers de l’Aérien                                               08/2006 – 11/2006
Airlines Customer service Agent Training

ACHIEVEMENTS

Contributed as champion to a successful PSS cutover as well as a FOS cutover for American Airlines and US Airways Merger
Training and support to stations to improve Mishandled Baggage Rates results
Support KPI, customer satisfaction/complaints

SKILLS AND INTERESTS

Fluent in English, German and French (native)

Casual Handball player, travel and video games
Willing to relocate