Adilene M. Alcala
Northlake,IL
Summary
Professional airport service provider adept at assisting passengers and ensuring seamless travel experiences. Leveraged expertise in customer relations to enhance satisfaction and operational efficiency. Known for collaborative teamwork and adaptability in dynamic environments, with strong problem-solving skills and effective communication.
Overview
13
13
years of professional experience
Work History
Airport Customer Service Agent
British Airways
Chicago, IL
05.2022 - Current
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience..
- Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
- Handled disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
- Resolved customer complaints and concerns professionally, resulting in increased customer loyalty.
- Maintained a clean work environment by keeping the counter area tidy and well-organized at all times.
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Resolved customer complaints in a professional manner, finding appropriate solutions to ensure customer loyalty
- Maintained a high level of product knowledge to effectively assist customers with their questions and concerns
- Implemented new strategies to improve the overall customer experience.
- Developed strong relationships with key clients through regular communication and personalized support
- Trainer as of July 2023 - Train new team members on company policies, procedures, systems and best practices for delivering excellent customer service
- Give my colleagues all the tools needed for certain positions along side being an example of a Lead
- Work in a fast paced environment, fast learner and multitasking
- Experienced Ticketing Agent - providing those customers with a new alternative flight
- Very strong verbal communication skills and able to work under stressful situations/circumstances
- Work well under pressure
BDC Agent
Acura and Kia Car Dealership
10.2019 - 11.2019
- Customer service agent/Call center
- Internet Sales Representative- responsible for answering incoming phone calls and internet leads. Confirming sales appointments. Follow ups (unsold, showroom visits and walk ins)
- Out bound/In bound calls to perspective clients- make at least 80 or more calls daily. Inform clients about interest.
Cashier
Wally’s Gyros Restaurant
07.2013 - 10.2019
- Customer service, Front counter, Taking orders, Money handling
Medical Assistant
Maya Family Medical Center
04.2012 - 02.2013
- Vitals, rooming patients, injections, blood draws, scheduling appointments, filing charts/patient charting and inventory.
Education
Medical Assistant - undefined
Sanford Brown College
Hillside, IL01.2012
High School - undefined
Morton West High School
Berwyn, IL01.2009
Skills
- 40 (WPM)
- Fluent Spanish
- Experience in Microsoft Office 2010
- Very fast learner/Self Oriented
- Team Leadership
- Medical Office Management
- Medical Records
- Bookkeeping and Filling
- Patient Education
- Customer Service
- Passenger assistance
- Certified Trainer as of 2023 with British Airways
- Flexible work schedule
- Time management expertise
- Strong multitasking
- Effective problem solving
- Exceptional communication
- Ticketing system
- Adaptable under pressure
- Customer service
- Active listening
- Flexible schedule
- Relationship building
Languages
Spanish
Full Professional
Timeline
Airport Customer Service Agent
British Airways
05.2022 - Current
BDC Agent
Acura and Kia Car Dealership
10.2019 - 11.2019
Cashier
Wally’s Gyros Restaurant
07.2013 - 10.2019
Medical Assistant
Maya Family Medical Center
04.2012 - 02.2013
Medical Assistant - undefined
Sanford Brown College
High School - undefined
Morton West High School