PEARL TRISHA PINTO
HOUNSLOW,UK
Summary
Energetic professional with strong organizational and multi-tasking skills. Demonstrated abilities in logistics coordination and customer service. Committed to optimizing freight operations and ensuring timely deliveries. Confident individual with excellent organization and interpersonal skills seeks Passenger Service Agent role. Works quickly and accurately to maintain smooth, error-free customer support. Computer literate and quick to learn new systems and processes for reliable airport services.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
Work History
FOH TEAM LEADER
GH GROUND HANDLING SERVICES LONDON
London
03.2025 - Current
- Ensured adherence to company policy by all team members, maintaining professionalism at all times.
- Identified potential issues for quick resolution through active monitoring of flight schedules.
- Provided assistance to passengers in case of delayed or cancelled flights, delivering optimum customer service levels.
- Maintained steady workflow by handling multiple tasks simultaneously in a high-pressure environment.
- Assisted in reducing delays through proactive management of flight schedules.
- Managed gate allocations effectively, reducing turnaround time between flights.
- Briefing the staff and editing flights.
- Improved flight safety by implementing strict pre-flight checks.
- Facilitated effective communication between pilots, airline representative and ground staff.
Cargo Agent (TURKISH AIRLINES) Exports & Imports
DNATA
Stanwell, UK
03.2022 - 02.2025
- Update and create records of consignment in the airline computer and ABS System
- Separate and distribute cargo documents as per airline requirements
- Register and release import consignments to the driver at the gate house and reception
- Liaise with warehouse staff to build the consignments for the flight
- Receive and make phone calls regarding consignments
- Reduced delays in cargo release, ensured timely processing of documents.
- Provided accurate information to clients about customs regulations, documented all processes meticulously.
- Assisted in loading operations, contributed to reduced turnaround time of flights.
- Coordinated with ground staff for smooth handling of shipments.
- Tracked shipments accurately throughout the journey, provided real-time updates to clients when requested.
- Resolved customer queries via telephone, live chat and email, following procedures.
- Monitored cargo tracking systems to determine fulfillment of deliveries within estimated timeframes.
- Preparing Notification to Caption
- Receiving inbound shipments and ensuring proper documentation and security protocols are followed
- Verifying & identifying any discrepancies
- Handling special cargo such as pharmaceuticals & perishable goods
- Processing BI custom clearance
Passenger Service Agent (Qatar Airways)
Cobalt Ground Solutions
Heathrow, UK
02.2021 - 10.2021
- Checking in of Passenger and Baggage for their respective flights
- Asking security questions
- Offering and providing assistance to customers, including those with special needs
- Checking Passport and Visa Documentation
- Positive reconciliation of passengers at boarding gates
- Conduct Boarding and Passenger Announcements
- Boarding and disembarkation of passengers
- Leading the team and taking charge at the boarding gate
- CUSS hosting and assisting passengers
Customer Service Advisor N.H.S (Track & Trace)
Adecco Group | Sercco
UK
11.2020 - 02.2021
- Calling people on behalf of NHS track & trace programme who have been tested positive for COVID-19 and who have come in close contact with the case
- Updating them the legal requirements about the quarantine rules
- Answering their questions and guiding them what to do next
- Entering the details in the system
- Trained in data security and bound by codes of confidentiality due to our professional registration and no information is shared out with the Test and Trace system
Passenger Service Agent (Qatar Airways)
Cobalt Ground Solution
Heathrow, UK
08.2020 - 10.2020
- Checking in of Passenger and Baggage for their respective flights
- Asking security questions
- Offering and providing assistance to customers, including those with special needs
- Checking Passport and Visa Documentation
- Positive reconciliation of passengers at boarding gates
- Conduct Boarding and Passenger Announcements
- Boarding and disembarkation of passengers
- Leading the team and taking charge at the boarding gate
- CUSS hosting and assisting passengers
Passenger Service Agent (Qatar Airways)
Dnata
Heathrow, UK
01.2017 - 08.2020
- Checking in of Passenger and Baggage for their respective flights
- Asking security questions
- Offering and providing assistance to customers, including those with special needs
- Checking Passport and Visa Documentation
- Positive reconciliation of passengers at boarding gates
- Conduct Boarding and Passenger Announcements
- Boarding and disembarkation of passengers
- Leading the team and taking charge at the boarding gate
- CUSS hosting and assisting passengers
- Worked as a welcoming host for Qatar Airways Business and First-class lounge
Passenger Service Agent (Air India and Emirates)
IPS (Integrated Paramount Services)
Heathrow, UK
07.2016 - 12.2016
- Queue hosting, setting up maze
- Sweeping the PAX at boarding gates
- Escorting UMNR, VIP, YP and MAAS passengers through security at Arrivals and Departure
- Meet and greet passengers at Check-in
- CUSS hosting and Gate keeping duties
- Providing assistance to all passengers to the highest standard of customer service at all times, especially in the event of delays, cancellations and irregularities
- Identify special need passengers, e.g
- Passengers with reduced mobility, unaccompanied minors and the elderly, ensure these categories are processed correctly at check-in, and advise where help can be provided
Receptionist
Ondas-Do-Mar (Beach Resort)
Goa, India
01.2011 - 05.2016
- Meet and greet customers face to face
- Answering phone calls
- Booking rooms
- Monitoring logbooks
- Clerical duties (Photocopying, documentation)
Receptionist & HR
The Leela Goa (5 STAR Resort)
Goa, India
04.2015 - 06.2015
- Welcoming customers
- Taking in charge of groups and escorting
- Answering phone calls
- Booking tour package
- Check -in and check-out customers
- Assisting HR in sorting application of recruiters
- Preparing job alerts
- Photocopying and documentation
Travel agent
Global Holidays (Travel Agency)
Goa, India
05.2014 - 06.2014
- Handling of ticketing and reservation
- Dealing with clients for tour requirements
- Preparing tour itinerary
- Answering phone calls and emails
Education
Diploma in Office Automation -
MICE (Manipal Institute of Computer Education)
01.2016 - 05.2016
Bachelor of Business Administration - Travel & Tourism
Don Bosco College
07.2013 - 04.2016
Pre-university college - Arts
Santa Cruz Higher Secondary School
06.2011 - 05.2013
Equivalent to O-level - undefined
Santa Cruz High School
Skills
- Good communication skill
- Good customer service skills
- Ability to solve problems
- Excellent typing skills
- Quick learner
- Team player
- Time management skill
- Flexible
- Multi lingual
- Holding UK full driving license valid
- Knowledge of ALTEA System, ABS System
Affiliations
- Singing, Dancing, Cooking, Travelling
Custom
References available upon request.
Personal Information
Timeline
FOH TEAM LEADER
GH GROUND HANDLING SERVICES LONDON
03.2025 - Current
Cargo Agent (TURKISH AIRLINES) Exports & Imports
DNATA
03.2022 - 02.2025
Passenger Service Agent (Qatar Airways)
Cobalt Ground Solutions
02.2021 - 10.2021
Customer Service Advisor N.H.S (Track & Trace)
Adecco Group | Sercco
11.2020 - 02.2021
Passenger Service Agent (Qatar Airways)
Cobalt Ground Solution
08.2020 - 10.2020
Passenger Service Agent (Qatar Airways)
Dnata
01.2017 - 08.2020
Passenger Service Agent (Air India and Emirates)
IPS (Integrated Paramount Services)
07.2016 - 12.2016
Diploma in Office Automation -
MICE (Manipal Institute of Computer Education)
01.2016 - 05.2016
Receptionist & HR
The Leela Goa (5 STAR Resort)
04.2015 - 06.2015
Travel agent
Global Holidays (Travel Agency)
05.2014 - 06.2014
Bachelor of Business Administration - Travel & Tourism
Don Bosco College
07.2013 - 04.2016
Pre-university college - Arts
Santa Cruz Higher Secondary School
06.2011 - 05.2013
Receptionist
Ondas-Do-Mar (Beach Resort)
01.2011 - 05.2016
Equivalent to O-level - undefined
Santa Cruz High School
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