ALEX DA SILVA
Orlando,USA
Summary
Engaging and patient customer service professional with 20+ years of experience. Consistently resolving customer issues smoothly and quickly. Productive relationship builder, excel at listening to customer needs, articulating product benefits and creating solutions that provide value to the customer. Highly professional, dependable, reliable and able to perform duties with minimal supervision. Well-organized, demonstrating self-motivation, perseverance, and creativity to accomplish both personal and corporate goals.
Overview
26
26
years of professional experience
Work History
Brazilian Jiu Jitsu/Self Defense Coach
Self Employed
11.2014 - Current
- Instructed group and individual children and adult classes
- Help students build confidence in themselves and meet their personal goals
- Taught unarmed defense via demonstration and hands-on training
- Developed tests to promote students to the next level belt after a positive evaluation of their performance
Multilingual Reservation Agent
Walt Disney World
01.2015 - 03.2025
- Responsible for assisting and supporting guests, travel agents and cast members to plan vacations, including hotel, dining and park reservations
- Supports the Internet help desk to answer phone calls and assist guests concerning their website experience through troubleshooting and procedural means
- Handle 50+ calls daily with duties including retrieving customer data, presenting relevant product information and canceling services
- Memorizes entire line of company products and services, including prices and special discounts
- Stays up-to-date on new product offering and proactively makes recommendations to customers based on their interests
- Consistently reached sales targets, selling up to $50,000 per day
- Provided customers with information about availability and pricing.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
Flight Attendant
Delta Airlines
01.2008 - 11.2014
- Provided outstanding customer service to all passengers and ensure passenger and cabin safety
- Assisted during boarding and deboarding
- Ensured passenger special requests were met
- Supervised and coordinated flight crew activities
- Provided 1st class passengers with menu and drink suggestions
- Maintained and up-to-date knowledge of beverage offerings and mixing techniques
- Implemented upselling techniques to improve sales on board
- Acted as troubleshooter to successfully resolve customer service problems
- Explained and demonstrated the use of safety equipment
- Recognized for superior service delivery and 'above and beyond' approach to meeting passenger needs and ensuring their safety, comfort and well-being
- Praised for quick thinking; decisive, life-saving actions; and ability to calm anxiety-stricken passengers during emergency scenarios
Customer Service Agent
Delta Airlines
01.1999 - 01.2008
- Responded to customer requests for products, services and company information
- Made reservations and helped passengers find deals
- Coordinated flight schedules with passenger requests
- Dealt with any customer service issues as necessary
- Tracked information on flight bookings and cancellations
- Handled online reservations and prepared related documentation of bookings
- Increased airline revenue by selling upgrades
- Identify and meet the standard and special service requirements of the passengers at check in and boarding
- Assist with the preparation and completion of pre and post flight documentation and complete all relevant station statistical information and filing
Education
Early Childhood Education Certificate -
Santa Fe Community College
Gainesville, FLBachelor of Science - Physical Education
University Gama Filho
Skills
- Creative conflict resolution
- Situation awareness
- Highly organized
- Microsoft Office applications
- Data entry and collation skills
- Digital platforms
- Marketing strategies
- Technical support
- Product knowledge
- Multiple window use
- Credit card processing
- Proficient in video conference platforms such as Zoom, Skype and Microsoft Teams
- Safety awareness
- Motivational techniques
- Team bonding
Languages
Portuguese
Native or Bilingual
Interests
- Martial Arts
- Enjoy participating in [activity] for overall physical and mental well-being
Timeline
Multilingual Reservation Agent
Walt Disney World
01.2015 - 03.2025
Brazilian Jiu Jitsu/Self Defense Coach
Self Employed
11.2014 - Current
Flight Attendant
Delta Airlines
01.2008 - 11.2014
Customer Service Agent
Delta Airlines
01.1999 - 01.2008
Early Childhood Education Certificate -
Santa Fe Community College
Bachelor of Science - Physical Education
University Gama Filho
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