Cosmina Ioana Hanes
Summary
Aspiring professional with strong communication and interpersonal skills developed through coursework and leadership roles. Proficient in market research, negotiations, and networking, with a focus on building positive client relationships. Detail-oriented and driven to contribute value to a professional organization. Seeking opportunities to advance career and leverage skills in a dynamic environment.
Overview
8
8
years of professional experience
Work history
Agent Passenger Service
Cobalt Ground Solution
2022.11 - 2026.06
- Delivered efficient and accurate passenger check-in services, ensuring smooth flow through identity verification, boarding pass issuance, baggage processing, and guidance on baggage allowances and fees.
- Provided exceptional customer service by responding to passenger enquiries, resolving concerns, and assisting with flight information, seating preferences, and special service requests.
- Communicated real-time flight information, including delays, cancellations, boarding updates, and gate changes, through clear and professional passenger announcements.
- Coordinated boarding process by verifying travel documents and providing clear instructions, while supporting passengers with reduced mobility or special assistance needs.
- Managed departure gate operations, overseeing boarding coordination, public announcements, gate changes, and maintaining on-time flight departures.
- Assisted passengers with airport security procedures by explaining security requirements, directing them to screening checkpoints, and ensuring compliance with airport regulations.
- Verified passports, visas, and other travel documentation to ensure compliance with international travel and airline regulations.
- Provided dedicated assistance to passengers requiring additional support, including unaccompanied minors, elderly travellers, and passengers with disabilities, arranging wheelchair and escort services when required.
- Delivered multilingual customer support, assisting passengers from diverse cultural backgrounds and facilitating clear, effective communication throughout their airport journey.
Manager
ICCLGLOBAL
2021.07 - 2022.11
- Assist the Store Director in overseeing all operational and administrative functions within the store.
- Prepared operational analyses, KPI reports, and recommendations on a daily, weekly, monthly basis; set up yearly assessments to inform strategic decisions.
- Monitored and maintained inventory levels, ensuring timely replenishment and transfer to support operational efficiency.
- Established and maintained high standards of store environment, enhancing customer experience and after-sales service quality.
- Outlined primary duties related to store operations
Assistant Manager
Costa Coffee
2018.11 - 2021.07
- Led, coached, and motivated team members to deliver exceptional customer service and achieve business objectives.
- Managed staff scheduling, shift planning, and daily task allocation, ensuring optimal coverage and smooth store operations.
- Supported the Store Manager in the day-to-day operation of a busy retail and hospitality environment.
- Trained and onboarded new employees, providing ongoing coaching to maintain company standards.
- Monitored sales performance and identified opportunities to increase revenue, contributing to the achievement of store targets.
- Resolved customer complaints professionally, ensuring a positive customer experience.
- Handled cash management, including tills, cash reconciliation, and banking, ensuring accurate end-of-day reporting.
- Managed stock levels, placed orders, conducted inventory checks, and minimized waste.
- Maintained high standards of food safety, hygiene, and health & safety compliance.
- Assisted with performance management, employee engagement, and team development.
- Ensured visual merchandising and store presentation met Costa brand standards.
- Took responsibility for opening and closing the store and acted as Duty Manager in the Store Manager's absence.
Education
NVQ Level 5 - Business and Management
University of Manchester
Manchester 06/2024 - 03/2028
Skills
- Customer service systems
- Customer satisfaction
- Operations Management
- Cash handling
- Inventory management
- Food safety
- Health & Safety Compliance
- Team Leadership & Staff Supervision
- Staff training
- Effective communication
- Problem solving
- Time management
- Sales achievement
Timeline
Agent Passenger Service
Cobalt Ground Solution
2022.11 - 2026.06
Manager
ICCLGLOBAL
2021.07 - 2022.11
Assistant Manager
Costa Coffee
2018.11 - 2021.07
NVQ Level 5 - Business and Management
University of Manchester
06/2024 - 03/2028