Summary
Overview
Work History
Skills
EDUCATION
Additional Information
Languages
Core Values
Training
IT Skills
Timeline
Generic
AGATA SZALAPSKI

AGATA SZALAPSKI

Vernier

Summary

Experienced aviation professional with 17 years in customer service and operational roles, complemented by a strong educational background in hospitality. Demonstrates excellent organizational skills, a proactive mindset, and ability to thrive in both team-based and independent work environments. Known for effectively managing teams and delivering high standards under pressure.

Overview

21
21
years of professional experience

Work History

Duty Manager

Swissport
02.2021 - Current
  • Managed and leading the daily tasks of the Airport Ticket Desk as Duty Manager, ensuring smooth operations.
  • Demonstrated excellent problem-solving skills and ability to handle challenging customer complaints with professionalism.
  • Resolved issues promptly, maintaining high level of guests satisfaction,
  • Collaborated with various departments to ensure smooth operations.
  • Effectively established daily work schedules and delegated tasks based on team members’ skills and strengths.
  • Managed a team of 40 employees in a fast-paced, high stress environment and ensured performance and operational efficiency.
  • Established
  • Served as a liaison between Swiss Airlines and Swissport for Airport Ticket Desk.
  • Ensured compliance with safety procedures to prevent accidents and non-conformities.

Supervisor

Swissport/Untied Airlines
10.2017 - 03.2020
  • Supervised on-site operations related to the arrival and departure of United Airlines flights at Geneva Airport and resolve any issues.
  • Building strong relationships with clients to ensure their satisfaction and loyalty.
  • Regularly organize team meetings to strengthen internal communication, share relevant information, and promptly address any raised concerns.
  • Prepare activity reports to document operations and performance for management.
  • Supervise, mentor, and evaluate a team of 15 employees.

Supervisor

Swissport
08.2014 - 01.2021
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency.
  • Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
  • Supervised and coordinated team of 40 employees to provide guidance and support and maximize performance.
  • Maintained composure and professionalism in high-pressure situations, effectively resolving passenger concerns to ensure a positive travel experience.
  • Resolved customer complaints and concerns professionally, maintaining positive relationships between airline and passengers.
  • Implemented security measures to ensure the safety of passengers, employees, and facilities.
  • Accounting and cash management.

Airport Customer Service Agent

Swissport
06.2007 - 07.2014
  • Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
  • Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
  • Coordinated and managed incoming and outgoing flights for a major airlines including Swiss, Lufthansa, United Airlines. Turkish Airlines to name few/
  • Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.
  • Ensured passenger safety by strictly adhering to all airport security protocols and procedures.
  • Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.

Aupair

Prominent Swiss Family
06.2004 - 05.2007
  • Cared for children ,including medical needs and daily routines.
  • Prepared balanced meals and organized educational outings
  • Managed conflicts with empathy and respect

Skills

  • Customer Service / Client Reception
  • Team Management
  • Coordination
  • Procedure Compliance
  • Flexibility
  • Organization
  • Versatility
  • Ability to Perform Under Pressure

EDUCATION

10/2002-06/2004

Diploma in Hospitality and Catering
Tourism School/Poland


09/1997-06/2002

High school-Poland


091988-06/1997

Primary school-Poland

Additional Information

Date of birth 13.09.1982

Driving license permis B

Nationality Swiss/Polish

Languages

  • English-fluent
  • French-fluent
  • Polish-native

Core Values

  • Team spirit
  • Integrity
  • Responsability
  • Precision
  • Commitment
  • Emphaty
  • Autonomy
  • Adaptability

Training

10/2018

Core4 (SAFE, CARING, DEPENDABLE, EFFICIENT)

United Airlines-London


03/2018

Active Supervision

Management

Swissport-Geneva

IT Skills

  • Microsoft Office
  • Microsoft Teams
  • SPexpert
  • Excellent knowledge of multiple reservation systems (Amadeus, Altea, Shares, Aero, Skyspeed, Eres ...)

Timeline

Duty Manager

Swissport
02.2021 - Current

Supervisor

Swissport/Untied Airlines
10.2017 - 03.2020

Supervisor

Swissport
08.2014 - 01.2021

Airport Customer Service Agent

Swissport
06.2007 - 07.2014

Aupair

Prominent Swiss Family
06.2004 - 05.2007

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AGATA SZALAPSKI