Niala O. Ballon
Dubai,14
Summary
A dynamic professional with 4 years of experience as an Airline Representative Agent in Airport Operation having an extensive background in Airport Operation and leadership, a bold analytical thinker with high energy and an innate ability to influence decisions and gain trust of peers, clients and management teams.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Reservations and Ticketing Agent
TURKISH AIRLINES
Makati City
02.2025 - 09.2025
- Assist customers in making flight reservations based on availability, fare conditions, and travel preferences.
- Provide accurate and updated information on flight schedules, fares, seat availability, and travel requirements.
- Modify, cancel, and rebook existing reservations in accordance with Turkish Airlines' policies and procedures.
- Issue electronic tickets (ETs) using Turkish Airlines' reservation system (e.g., HITIT, Amadeus).
- Reissue, refund, or revalidate tickets as necessary, following fare rules and airline guidelines.
- Handle exchanges and involuntary changes (e.g., cancellations, delays, overbookings) with professionalism and efficiency.
- Provide outstanding service to customers at all touchpoints-via phone, email, or in person-ensuring a positive experience aligned with Turkish Airlines' standards.
- A dynamic professional with 4 years of experience as an Airline Representative Agent in Airport Operation having an extensive background in Airport Operation and leadership, a bold analytical thinker with high energy and an innate ability to influence decisions and gain trust of peers, clients and management teams.
Airport Representative Agent
ETHIOPIAN AIRLINES
Pasay City
11.2022 - 12.2024
- Respond to passenger inquiries professionally and promptly, both at counters and boarding gates.
- Handle customer complaints or service disruptions (e.g., delays, cancellations, overbookings) with empathy and in line with Ethiopian Airlines' service standards.
- Ensure that all passenger needs are met with courtesy and professionalism, enhancing overall customer satisfaction.
- Handles customer service-Airport Operations and ticketing such as new bookings, rebooking & refund.
- Handles above and below the wing operations and ensure SOP is followed.
- Handles pre-flight checks (pre-meal and checking of possible LI refund), associate, disassociate, and/or re-associate tickets.
- Do Daily Sales report, issue STPC vouchers for involuntary transit in Addis Ababa EMD issuance for excess baggage and transit hotel/s.
- Handles inadmissible passengers (INAD) by booking on the next available flight.
- Handles Sheba miles enrollment.
- Handles tasks and activities associated with flight disruptions and delays.
- Crew APIS monitoring on Sabre once flight is airborne.
- Update Masaya once flight is airborne.
- Upload the Enhanced Manifest to ET SAP portal.
- Assist the Airport Station Supervisor during ET flight days.
- Supervise check-in, ramp, gate, passenger arrival, boarding and other flight operation activities in the absence of the OIC.
Passenger Service Agent
SINGAPORE AIRLINES (PAGSS)
Pasay City
03.2022 - 11.2022
- Checking in passengers and verifying their travel documents.
- Assisting passengers with special needs, such as wheelchair assistance.
- Handling baggage and ensuring it is checked in correctly.
- Resolving customer complaints and concerns.
- Coordinating with other airport employees to ensure smooth service transitions.
- Ensuring compliance with security regulations and procedures.
- Providing information to passengers about flight or transportation schedules, delays, and cancellations.
Customer Service Agent
INTERNATIONAL AIRLINE SERVICES (IAS)
Makati City
06.2019 - 02.2022
- As a reservation and ticketing agent for KLM/ Air France/ DELTA, my job is to confirm reservations for passengers and selling tickets.
- Arrange reservation and routing as per client request.
- Answer questions about schedule, travel time connections and layovers.
- Assisting clients call related to missed flight or to re-schedule their travel.
- Determine whether space is available on travel dates requested by customer.
- Handles customer complaints.
Education
BS - Tourism Management
BATAAN PENINSULA STATE UNIVERSITY
01.2019
Skills
- Critical thinking
- Airport Operations
- Customer complaints resolution
- Customer satisfaction
- Communication Skills
- Tolerant and Flexible with schedule, base relocation
- Teamwork
- Time Management
- Leadership
- Effective Communication
- Honest and trustworthy
- Attention to details and accuracy
Certification
- Amadeus/OSCAR
- SABRE Interact AIRPORT
- SABRE Interact RESERVATION
- National Certificate II - Front Office Services
- National Certificate III - Event Management Services
- Basic Passenger Service course - PHAS
References
- Lyra Valencia,
Singapore Airlines supervisor, 09175811004, lyravalencia@yahoo.com
- Jhoemelyn Salcedo
Reservation and ticketing team lead, 09163052637, jhoemelyns@gmail.com
- Mark Clifford Antonio
Singapore Airlines team lead, 09668276974, markclifforda@yahoo.com
- Mulugeta Zewdu
Ethiopian Airlines area manager, 251 91 123 2073, mulerz1266@gmail.com
Timeline
Reservations and Ticketing Agent
TURKISH AIRLINES
02.2025 - 09.2025
Airport Representative Agent
ETHIOPIAN AIRLINES
11.2022 - 12.2024
Passenger Service Agent
SINGAPORE AIRLINES (PAGSS)
03.2022 - 11.2022
Customer Service Agent
INTERNATIONAL AIRLINE SERVICES (IAS)
06.2019 - 02.2022
BS - Tourism Management
BATAAN PENINSULA STATE UNIVERSITY