Summary
Overview
Work History
Education
Skills
Timeline
Generic

Pafuan Hiranyakorn

Herndon

Summary

Strong leader and problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Proficient in effectively managing daily correspondences and operational tasks to exceed customers' expectations and expand customer base. Collaborative and friendly known to go extra miles to deliver customer satisfaction. Friendly, organized and hardworking with strong skills in Microsoft Office. Adaptable and driven with strong work ethic and motivation to thrive in team-based or individually motivated settings. Flexible hard worker ready to learn and contribute to team success. Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference.

Overview

21
21
years of professional experience

Work History

Passenger Service Agent

Air France-KLM
08.2022 - Current
  • Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
  • Provided exceptional customer service to passengers, addressing concerns and resolving issues.
  • Checked in luggage and confirmed all carry-on items met federal guidelines.
  • Announced flight status updates and information about gate changes over PA system.
  • Tagged baggage and routed to appropriate location for loading and screening.
  • Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
  • Educated passengers on safety procedures and provided assistance to disabled passengers
  • Monitored and processed ticket sales, refunds and upgrades to meet diverse passenger needs.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Produced and shared customer service reports to support management decision-making.

Front Desk Agent

Hyatt Place Herndon Dulles Airport East Hotel
10.2021 - 07.2022
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Collected room deposits, fees, and payments.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Used internal software to process reservations, check-ins and check-outs.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Developed and maintained positive relationships with guests for satisfaction.
  • Trained new staff members in customer service techniques and hotel operations.
  • Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
  • Prepared reports on guest satisfaction levels and other metrics.
  • Monitored staff performance and provided feedback and guidance.

Server

Busara Thai Restaurant
10.2007 - 10.2021
  • Cleared table and bussed dishes to allow for quick setups.
  • Maintained accuracy while handling payments, giving change and printing receipts to customers.
  • Stocked server areas with supplies before, during and after shifts.
  • Set up dining room to meet hospitality and service standards.
  • Resolved customer concerns with friendly and knowledgeable service.
  • Welcomed guests with personable attitude and brought beverage orders while reviewing menu options.
  • Greeted customers, answered questions and recommended specials, wine and desserts to increase profits.
  • Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales.
  • Answered guest questions regarding menu, food and beverage preparation, recipe ingredients and allergens.
  • Communicated with kitchen staff frequently to stay up-to-date on supply availability and potential customer wait times.
  • Implemented sanitary food handling, holding and service protocols.
  • Addressed concerns or complaints quickly to improve service and escalated more advanced issues to management for resolution.
  • Operated POS terminals to input orders, split bills and calculate totals.
  • Maintained knowledge of menu items, garnishes, ingredients and preparation methods to assist guests with menu selection.
  • Completed opening and closing checklists to facilitate smooth restaurant operations.
  • Documented food orders and ran items to guest tables in dining room.
  • Set up tables and counters to prepare dining and serving areas.
  • Completed final preparations of dishes and quickly delivered items to customers.
  • Calculated charges, issued table checks and collected payments from customers.

Assistant Manager (OPT Program)

Benjarong Thai Restaurant
05.2014 - 12.2014
  • Delegated daily tasks to team members to optimize group productivity.
  • Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
  • Directed and led employees, supervising activities to drive productivity and efficiency.
  • Collaborated with store manager to develop strategies for achieving sales and profit goals.
  • Set schedules and delegated assignments based on team strengths to optimize floor coverage and service levels.
  • Recruited and hired qualified candidates to fill open positions.
  • Organized schedules, workflows and shift coverage to meet expected business demands.
  • Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
  • Worked closely with customers to understand needs and resolve diverse issues.
  • Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.
  • Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
  • Assisted in store opening by setting up office space, computers and cash registers.
  • Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
  • Resolved escalated customer concerns smoothly and with utmost professionalism to protect business reputation.
  • Audited and reconciled electric facility information for contractors and company crew members to continue organizational function.

Customer Service Agent

Northwest Airlines
02.2003 - 08.2007
  • Answered inbound customer calls and responded to inquiries.
  • Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
  • Documented customer information and activity in customer database.
  • Researched resolutions, contacted necessary departments and responded back to customer back phone, mail or fax as follow up.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Supported company and clients, including addressing inquiries, resolving issues and managing customer relations.
  • Tagged checked baggage with appropriate destination with an accuracy rate.
  • Greeted crew members, flight attendants and passengers in welcoming and friendly manner.
  • Assisted customers with ticket purchases, trip planning, pricing and scheduling.
  • Delivered outstanding service, including interacting with customers, answering customer inquiries and effectively handling any customer complaints.
  • Responded politely to passenger complaints regarding ticketing and baggage handling.
  • Completed order transactions and generated travel documentation and detailed itineraries.
  • Addressed customer inquiries via email, telephone calls or in person, providing prompt response or follow-up.
  • Entered information in the system to maintain updated details related to customer ticket orders, reservations and payment method.
  • Contacted and verified will-call orders and cancellation list or past customers to offer last-minute ticket options.
  • Greeted passengers and provided boarding instructions.
  • Collected baggage charges and accepted baggage for check-in.
  • Managed gate, ramp and cabin services for each flight.
  • Utilized PA system to announce departures and changes to landings.
  • Protected passengers' baggage from loss, theft and damage through proper handling and oversight.
  • Processed reservations and issued travel and hotel vouchers.
  • Oversaw employee work schedules and delegated daily assignments.
  • Provided clients with assistance in preparing required travel documents and forms.
  • Contacted customers to advise on travel conveyance changes and to confirm reservations.
  • Assembled and issued required documentation, such as tickets, travel insurance policies and itineraries.

Education

Master of Science - Acupuncture And Oriental Medicine

Virginia University of Integrated Medicine
Fairfax, VA
05.2021

Associate of Arts - Biblical Studies

Ivy Christian College
Fairfax, VA
12.2017

MBA - Hospitality Management

Washington Baptist University
Annandale, VA
09.2015

MBA - Hospitality Management

Stayer University
Alexandria, VA
12.2013

MBA - Hospitality Management

University of Northern Virginia
Annandale, VA
04.2011

Bachelor of Arts - Humanities in Major of Tourism And Hotel

Bangkok University
Bangkok, Thailand
04.2002

Skills

  • Computer skills
  • Time management
  • Friendly, positive attitude
  • Multitasking
  • Team building
  • Flexible
  • Working collaboratively
  • Organizational skills
  • Work ethic
  • Training & Development
  • Active listening
  • Telephone reception
  • Relationship management
  • Customer Service Management
  • Customer Relationship Management
  • Staff Management & Development
  • Staff Training
  • Business Development Understanding

Timeline

Passenger Service Agent

Air France-KLM
08.2022 - Current

Front Desk Agent

Hyatt Place Herndon Dulles Airport East Hotel
10.2021 - 07.2022

Assistant Manager (OPT Program)

Benjarong Thai Restaurant
05.2014 - 12.2014

Server

Busara Thai Restaurant
10.2007 - 10.2021

Customer Service Agent

Northwest Airlines
02.2003 - 08.2007

Master of Science - Acupuncture And Oriental Medicine

Virginia University of Integrated Medicine

Associate of Arts - Biblical Studies

Ivy Christian College

MBA - Hospitality Management

Washington Baptist University

MBA - Hospitality Management

Stayer University

MBA - Hospitality Management

University of Northern Virginia

Bachelor of Arts - Humanities in Major of Tourism And Hotel

Bangkok University

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Pafuan Hiranyakorn