Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Nur Farah

Nur Farah

Summary

Dynamic Passenger Service Agent with extensive experience at UBTS Pte. Ltd, excelling in customer service management and baggage handling. Recognized for resolving passenger issues with empathy and efficiency, contributing to on-time departures and enhancing traveler satisfaction through effective communication and adherence to airline policies.

Experienced with passenger service processes, including check-in, boarding, and customer assistance. Utilizes effective communication and problem-solving skills to address passenger needs and ensure smooth operations. Knowledge of airline regulations and procedures to maintain compliance and safety.

Diligent with background in passenger service, specializing in ensuring smooth travel experiences for customers. Successfully managed check-in procedures, contributed to positive customer feedback, and resolved service issues efficiently. Demonstrated strong communication and problem-solving skills in high-pressure environments.

Overview

2
2
years of professional experience

Work History

Passenger Service Agent

UBTS Pte. Ltd
03.2025 - Current
  • Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
  • Resolved passenger issues with empathetic communication and effective problem-solving techniques.
  • Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
  • Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
  • Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
  • Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
  • Provided exceptional customer service, addressing passenger concerns promptly and professionally.
  • Educated passengers on safety procedures and provided assistance to disabled passengers
  • Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
  • Contributed to the achievement of on-time departure goals through efficient gate management processes.
  • Safeguarded sensitive passenger information by maintaining strict confidentiality standards at all times.
  • Checked in luggage and confirmed all carry-on items met federal guidelines.
  • Demonstrated adaptability by adjusting quickly to changes in flight schedules or gate assignments.
  • Monitored security and maintained operational protocols.
  • Maintained accurate records of flight information to provide timely updates to passengers.
  • Enhanced customer satisfaction by providing efficient check-in and boarding services.
  • Ensured compliance with safety regulations, adhering to strict guidelines during boarding procedures.
  • Tagged baggage and routed to appropriate location for loading and screening.
  • Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
  • Collaborated with airline personnel to facilitate seamless coordination between departments.
  • Provided exceptional customer service to passengers, addressing concerns and resolving issues.
  • Improved language interpretation support for international travelers by leveraging multilingual abilities when necessary.
  • Prepared detailed passenger manifests and other reports to meet organizational needs.
  • Processed customer payments and enforced compliance with financial regulations.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.

Barista

Starbucks
11.2023 - 02.2025
  • Maintained a clean and organized workspace for optimal productivity and safety.
  • Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
  • Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
  • Contributed to a positive team environment through effective communication and collaboration with colleagues.
  • Cleaned counters, machines, utensils, and seating areas daily.
  • Controlled line and crowd with quick, efficient service.
  • Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
  • Maintained regular and consistent attendance and punctuality.
  • Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
  • Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
  • Operated espresso machines and commercial coffee brewers to create beverages.
  • Made and served brand-specific café beverages with focus on speed, quality and consistency.
  • Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
  • Enhanced customer satisfaction by efficiently preparing and serving high-quality beverages.
  • Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
  • Trained new team members with positive reinforcement and respectful, encouraging coaching.
  • Educated customers on coffee offerings, promoting upselling opportunities and enhancing their overall experience.
  • Adhered to strict food hygiene regulations, minimizing risk of contamination or illness among customers.
  • Supported training efforts for new hires, sharing knowledge of coffee making techniques and customer service standards.
  • Streamlined order processing through accurate cash handling and efficient use of the point-of-sale system.
  • Conducted regular quality control checks to uphold highest standards of food and beverage service.
  • Streamlined ordering process, reducing wait times and increasing customer satisfaction.
  • Boosted team morale and efficiency with regular training sessions on new coffee preparation techniques.
  • Fostered loyal customer base by remembering regulars' orders and preferences, making them feel valued.
  • Packaged bagels, muffins and other food items for customer purchase.
  • Promoted additional items with beverages, increasing store sales.
  • Restocked display cases with attractive arrangements to promote specialty food items like bagels and muffins.
  • Prevented infections and maintained store professionalism by cleaning and sanitizing work areas daily.
  • Learned special recipe items and seasonal offerings to best meet customer needs.
  • Elevated customer loyalty by using strong communication abilities to resolve customer problems.

Education

High School Diploma -

Republic Polytechnic
Woodlands, Singapore
10-2026

Skills

  • Passenger assistance
  • Customer service management
  • Baggage handling
  • Strong organization
  • Check-in procedures
  • Travel documentation
  • Airline policies
  • Ticketing knowledge
  • Computer terminal operations
  • Cash management
  • Boarding gate procedures
  • Performance improvements
  • Check-in processes
  • Boarding assistance

Languages

English
Upper intermediate (B2)
Malay
Bilingual or Proficient (C2)
Indonesian
Bilingual or Proficient (C2)

Timeline

Passenger Service Agent

UBTS Pte. Ltd
03.2025 - Current

Barista

Starbucks
11.2023 - 02.2025

High School Diploma -

Republic Polytechnic

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