Alexandria Ferreira
‘Aiea,HI
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Customer Service Agent
American Airlines
Honolulu, HI
08.2019 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
School Health Aide
University Health Partners Of Hawaii
Honolulu, HI
05.2022 - 05.2023
- Delivered top-notch care for children with developmental disabilities, acquired illnesses or injuries.
- Communicated regularly with clients' families to provide updates on health and wellbeing.
- Enters health requirements (physicals, testing results, vaccinations, etc) into school health records.
- Applies principles and practices to assess, prevent, and control diseases.
Operations Manager
Calmed Hawaii
Aiea, HI
02.2014 - 12.2019
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed and reported on key performance metrics to senior management.
- Developed and implemented strategies to maximize customer satisfaction.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Ensure facility complied with JCAHO, Joint Commission on Accreditation of Healthcare Organizations.
- Ensure facility complied with Hawaii State Department of Health guidelines to renew and obtain Durable Medical Equipment licensing.
Guest Service Representative
Embassy Suites Hilton
Honolulu, HI
01.2019 - 08.2019
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Answered hotel phones with professionalism and directed calls appropriately.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Processed guest check-ins and check-outs following procedures for fast turnover.
- Handled high volume of calls as the hotel Phone Operator via PBX phone system.
Claims Associate III
First Insurance Company Of Hawaii
Honolulu, HI
02.2011 - 12.2015
- Worked productively in fast-moving work environment to process large volumes of claims.
- Updated claims system to track claim status and provide relevant information to other department.
- Analyzed and addressed escalated claims to resolve issues quickly.
- Maintained accurate and up-to-date records of claim information for future reference.
- Run queries, enter, and process accident reports in Lotus Notes, IVOS, SPY and other related systems.
- Distribute workflow to fellow associates as well as monitor claim entries and processing of claims.
- Provide monthly reports to immediate supervisor to include phone call volume and total number of processed claims per associate.
Certified Nursing Assistant
Castle Medical Center
Kailua, HI
02.2010 - 12.2012
- Provided direct patient care in an acute hospital setting under the supervision of a Registered Nurse.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Observe patients to detect symptoms that may require further medical attention or evaluation.
Office Clerk III
State Of Hawaii Department Of Health
Pearl City, HI
01.2006 - 12.2010
- Interacted with patients' by phone, email, or in-person to provide information.
- Provided clerical support to staff by copying, faxing, and filing documents.
- Responded to inquiries from callers seeking information.
- Maintained organized files and stocked supplies to support team needs and maximize performance.
- Answering of a multi-line telephone system.
- Verifying patient's insurance eligibility prior to scheduling doctor's visit or evaluations.
- Typing of memos, correspondence, doctors or case managers progress notes.
- Manually recording and balancing of staffs vacation and sick leave hours.
Customer Service Representative
The Honolulu Advertiser
Honolulu, HI
11.2000 - 12.2010
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Accurately put together circulation reports for all management and field staff on Oahu and the neighboring islands.
- Collect and apply payments from customers for services rendered.
- Dispatch work orders, messages or information to/from field managers or supervisors via telephone and two-way radio.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Shift Supervisor
Caesar's Cleaners
Pearl City, HI
06.1995 - 12.2000
- Trained new employees and delegated daily tasks and responsibilities.
- Completed store opening and closing procedures and balanced tills.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Responded to and resolved customer questions and concerns.
- Established effective employee schedules and delegated tasks to take advantage of individual abilities and meet expected demands.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
Education
GED -
Pearl City High School
Pearl City, HISkills
- Complex Product Knowledge
- Microsoft Office Suite Proficiency
- Providing Feedback
- Calm and Professional Under Pressure
- Customer Service
- Call Volume and Quality Metrics
- Clerical Support
- Accurate Recordkeeping
- Special Assignments
- Customer Data Confidentiality
- Outstanding Communication Skills
- Customer Complaint Resolution
- Team Player and leader
Certification
- Certified in Adult, Child & Baby First Aid, CPR and AED.
Timeline
School Health Aide
University Health Partners Of Hawaii
05.2022 - 05.2023
Customer Service Agent
American Airlines
08.2019 - Current
Guest Service Representative
Embassy Suites Hilton
01.2019 - 08.2019
Operations Manager
Calmed Hawaii
02.2014 - 12.2019
Claims Associate III
First Insurance Company Of Hawaii
02.2011 - 12.2015
Certified Nursing Assistant
Castle Medical Center
02.2010 - 12.2012
Office Clerk III
State Of Hawaii Department Of Health
01.2006 - 12.2010
Customer Service Representative
The Honolulu Advertiser
11.2000 - 12.2010
Shift Supervisor
Caesar's Cleaners
06.1995 - 12.2000
GED -
Pearl City High School