Summary
Overview
Work History
Education
Skills
Websites
Certification
References
Timeline
Generic
Niala O. Ballon

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

Websites

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

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Niala O. Ballon