Alejandra Ochoa
Valrico
Summary
Dynamic customer service professional with extensive experience at multiple airlines, recognized for enhancing customer satisfaction through exceptional communication and problem-solving skills. Detail-oriented and adaptable, I excel in flight scheduling and multitasking, consistently exceeding performance metrics while fostering a collaborative team environment. Committed to delivering seamless travel experiences and resolving inquiries efficiently.
Professional with strong background in customer support, excelling in conflict resolution, communication, and problem-solving. Known for fostering collaborative team environment and adapting to changing needs to ensure customer satisfaction. Skilled in handling multiple tasks efficiently, leveraging empathy and active listening to build rapport with clients and team members alike.
Overview
5
5
years of professional experience
Work History
Customer Service Agent
Advanced Airlines
03.2024 - 10.2025
- Delivered exceptional customer service through effective communication and problem-solving techniques.
- Assisted customers with flight reservations, cancellations, and itinerary changes using airline software systems.
- Resolved customer inquiries and complaints promptly, enhancing overall customer satisfaction levels.
- Collaborated with team members to streamline processes and improve response times for customer requests.
- Adapted quickly to changing situations, demonstrating flexibility in high-pressure environments.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Cross-trained and provided backup support for organizational leadership.
- Assisted passengers with check-in procedures and boarding processes to enhance travel experience.
- Operated ground support equipment to ensure timely aircraft servicing.
- Served as a reliable and dependable team member, consistently completing assigned tasks and supporting fellow crew members as needed.
Customer Service Representative
Delta Airlines
05.2022 - 02.2024
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Managed booking changes and cancellations, ensuring seamless travel experiences.
- Collaborated with team members to streamline communication processes and resolve issues swiftly.
- Utilized CRM software to track customer interactions and follow up on service requests.
- Provided training and support to new staff, fostering a knowledgeable team environment.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Met customer call guidelines for service levels, handle time and productivity.
Shift Manager
Dickeys BBQ Pit
06.2021 - 05.2022
- Supervised team operations, ensuring adherence to safety protocols and quality standards.
- Coached crew during food preparation, controlled production levels and tracked waste to manage costs.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Oversaw food preparation and monitored safety protocols.
- Oversaw cash handling procedures, maintaining accurate records and minimizing discrepancies in daily financial reports.
- Monitored employee food handling, safety and uniform requirements.
- Trained restaurant employees to prepare food, operate cash registers and keep restaurant clean throughout shift.
Stocker/Cashier
Old Time Pottery Inc.
10.2020 - 05.2021
- Trained new staff on stocking procedures and best practices for inventory control.
- Unloaded, sorted and stocked merchandise according to store layout and product placement.
- Greeted customers and directed to requested products.
- Maintained effective team member communication.
- Contributed to store cleanliness, ensuring aisles were free from clutter and hazards for shopper safety.
- Interacted with guests in friendly and knowledgeable way.
- Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels.
- Processed customer transactions efficiently using POS systems.
- Resolved customer complaints promptly, ensuring satisfaction and loyalty.
- Worked flexible schedule and extra shifts to meet business needs.
Education
High School Diploma -
West University Charter High School
Tampa, FL05-2016
Skills
- Customer service
- Passenger assistance
- Airport security awareness
- Exceptional communication
- Flight scheduling
- Phone and email etiquette
- Detail-oriented
- Professionalism
- Strong multitasking
- Flexible work schedule
- Time management expertise
Timeline
Customer Service Agent
Advanced Airlines
03.2024 - 10.2025
Customer Service Representative
Delta Airlines
05.2022 - 02.2024
Shift Manager
Dickeys BBQ Pit
06.2021 - 05.2022
Stocker/Cashier
Old Time Pottery Inc.
10.2020 - 05.2021
High School Diploma -
West University Charter High School
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