Jessica Burris
Customer Service Represtenative
Seattle,WA
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
9
9
years of professional experience
Work History
Customer Service Specialist
Alaska Airlines
09.2022 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Customer Service Representative
Alaska Airlines
08.2018 - 09.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered constant flow of customer calls with minimal wait times.
Reservations Agent
Alaska Airlines
10.2015 - 08.2018
- Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
- Provided outstanding customer service by addressing client inquiries and resolving issues professionally and courteously.
- Developed rapport with guests through personalized interactions, fostering loyalty and encouraging repeat business.
- Worked as a rates agent to help accurately reprice tickets.
- As a reservations Lead I de-escalated and resolved customer complaints with punctual, polite and professional service.
Education
Associate of Science -
South Seattle College
Seattle, WA 05.2001 -
Skills
- Customer Service
- Good communication skills
- Complaint resolution
- Excellent written and oral communication
- Problem-solving abilities
- Active Listening
Timeline
Customer Service Specialist
Alaska Airlines
09.2022 - Current
Customer Service Representative
Alaska Airlines
08.2018 - 09.2022
Reservations Agent
Alaska Airlines
10.2015 - 08.2018
Associate of Science -
South Seattle College
05.2001 -