Alice Corvino
San Antonio,TX
Summary
Adept Customer Service Representative with proven expertise in travel booking systems and exceptional conflict resolution skills, honed at Southwest Airlines. Excelled in de-escalating customer issues and maintaining meticulous records, significantly enhancing client satisfaction. Collaborates effectively with teams, demonstrating creative problem-solving and empathy, ensuring high-quality customer education and support.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Southwest Airlines
San Antonio, TX
03.2012 - 07.2024
Booked flights. changed reservations, assisted customers with travel situations. Also handled group bookings on overflow calls. All agents were given ability to keep call flow to a minimum.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Customer Service Representative
Atento BBVA
San Antonio, TX
06.2010 - 02.2012
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Education
Graduate Certificate - Adult Travel Course
Robert Morris University
Coraopolis, PA01-1986
Some College (No Degree) - English
Point Park University
Pittsburgh, PASkills
- Travel booking systems
- Call center operations
- Data entry accuracy
- Client communication strategies
- Sales support
- Conflict resolution
- Empathy and patience
- Creative problem solving
- Customer education
- Administrative support
- Team collaboration
Preferences
Recently retired and prefer to use my skills in a work from home environment.
References
References available upon request.
Timeline
Customer Service Representative
Southwest Airlines
03.2012 - 07.2024
Customer Service Representative
Atento BBVA
06.2010 - 02.2012
Graduate Certificate - Adult Travel Course
Robert Morris University
Some College (No Degree) - English
Point Park University
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