AISHA FIGUEROA
Longwood,FL
Summary
Dedicated client services professional leveraging a decade of experience to enhance customer satisfaction and streamline business operations. Proficient in managing scheduling, billing, and customer inquiries, while utilizing technology to resolve issues and maintain accurate records efficiently.
Overview
10
10
years of professional experience
Work History
Client Services & Operations
Self-Employed Business Owner
01.2020 - Current
- Managed daily business operations, provided direct customer support, and ensured a professional, positive client experience.
- Communicate with clients regarding appointments, services, scheduling, payments, deposits, and service-related questions.
- Respond to customer concerns and resolve scheduling or service issues efficiently and professionally.
- Managed online bookings, calendars, client records, and business documentation, ensuring accuracy and organization.
- Use scheduling and payment technology to manage customer interactions and resolve operational issues.
- Process payments, deposits, refunds, and transaction records using Square.
- Balanced various customer needs while ensuring quality service delivery and business responsibilities while working independently and meeting daily priorities.
- Managed social media, marketing, and customer engagement initiatives to strengthen client relationships and drive business growth.
Customer Service Representative
Norwegian Cruise Line
01.2019 - 01.2020
- Assisted customers via phone, chat, and email with reservations, billing, upgrades, and travel information, ensuring a seamless experience.
- Identified customer needs and provided effective solutions to reservation and travel issues, enhancing overall customer experience.
- Resolved customer questions and concerns while maintaining professionalism, empathy, and strong service standards.
- Processed booking changes, cancellations, and payments accurately to maintain customer satisfaction and account integrity.
- Collaborated with supervisors and team members to resolve complex customer situations.
- Managed sensitive customer interactions while maintaining a calm and professional approach.
- Maintained accurate customer information and followed established procedures when handling account and reservation requests.
Accounts Receivable
GateHouse Media
01.2017 - 01.2019
- Managed collections and communicated proactively with customers about outstanding balances to facilitate prompt payments.
- Reconciled customer accounts and payment records, ensuring accuracy and timely resolution of discrepancies.
- Processed incoming payments and maintained detailed account records.
- Monitored assigned accounts and followed up on account activity and outstanding issues.
- Researched and resolved account discrepancies, leading to improved accuracy in financial reporting.
- Prepared and maintained account and payment reports.
Education
B.A.S. - Public Safety
Valencia College
09-2026
A.A. - General Studies
Valencia College
01-2026
High School Diploma -
Boone High School
01-2009
Skills
- Customer & Client Support
- Customer Experience
- Customer communication
- Scheduling & Appointment Management
- Billing & Payment Processing
- Account Management
- Record keeping
- Technical support
- Problem solving
- Conflict Resolution
- Customer de-escalation techniques
- Time management
- Independent Remote Work
- Communication skills
Timeline
Client Services & Operations
Self-Employed Business Owner
01.2020 - Current
Customer Service Representative
Norwegian Cruise Line
01.2019 - 01.2020
Accounts Receivable
GateHouse Media
01.2017 - 01.2019
B.A.S. - Public Safety
Valencia College
A.A. - General Studies
Valencia College
High School Diploma -
Boone High School