Aline Assis
McKinney,TX
Summary
Dynamic, multilingual professional with proven excellence in customer service and administrative support, adept in the hospitality and airline industries. Consistently ranked in the top 15% for customer service and operational efficiency in North America. Skilled in enhancing process efficiency and providing robust support to management teams. Recognized for exceptional abilities in client relationship building and systems proficiency, including Microsoft Suite, Salesforce, SAP, and familiarity with airline-specific systems like Sabre. Committed to maintaining strict compliance with safety protocols, I bring a focused approach to improving operational processes and supporting key airline functions. Organized professional in administrative support known for high productivity and efficiency in task completion. Skilled in data entry, calendar management, and document preparation, ensuring smooth operational flow. Excel in communication, problem-solving, and time management, contributing to successful team collaboration and project execution.
Overview
24
24
years of professional experience
Work History
Customer Service Representative
AMERICAN AIRLINES
DFW International Airport
10.2021 - Current
- Excelled in managing diverse passenger interactions, enhancing customer satisfaction for key groups including first class, premium and special needs passengers
- Completed Gate Agent training with a focus on safety and compliance, ensuring the wellbeing of all passengers including unaccompanied minors
- Maintained accurate and confidential passenger data, supporting administrative efficiency and regulatory compliance
- Employed Sabre system to deliver accurate information on check-in processes and boarding procedures, improving the journey experience for first class and priority passengers
- Enhanced customer satisfaction by successfully resolving customer complaints, demonstrating a high degree of professionalism with customers throughout all interactions
Bilingual Lodging Partner Associate
Expedia Group
Dallas, USA
04.2018 - 01.2021
- Elevated client experience by effectively onboarding property owners to the Expedia platform, resulting in enhanced partner satisfaction and service quality
- Recognized among the top 15% in North America for customer service performance in 2020, demonstrating superior proficiency and commitment
- Provided expert technical support and resolved complex issues, ensuring smooth operations and client satisfaction in hotelier services
- Played a pivotal role in training staff and property owners on digital content and marketing strategies, leading to a 20% increase in online visibility and sales, significantly boosting partner success
Student Assistant
Collin College
Plano, USA
01.2015 - 09.2017
- Instructed students on proper test protocols, ensuring adherence to strict security and procedural standards at all times
- Performed precise data entry and document processing, enhancing the efficiency of administrative operations, and ensuring accurate record-keeping
- Maintained strict confidentiality standards, safeguarding sensitive information, and adhering to academic regulations
- Supported various administrative tasks, contributing to the smooth functioning of the testing center, and improving process efficiency
Customer Service
Ader&Lang Consulting
São Paulo, Brazil
03.2010 - 12.2013
- Skillfully managed multiple client accounts and projects, achieving high client satisfaction, and maintaining strict adherence to deadlines
- Conducted targeted outbound calls using prospect lead lists, effectively educating clients on emerging technologies and financial services, thereby enhancing client relationships and knowledge
- Efficiently managed office operations, including budgeting, office supplies, personnel records, and payroll, ensuring both compliance and operational efficiency
- Delivered consistently optimal customer experience, managing transactions such as billing, workflows, and payments, resulting in increased repeat business
CitiGold Relationship Banker
Citibank
Belo Horizonte, Brazil
01.2007 - 07.2008
- Grew the CitiGold customer base by 50% through effective networking and lead referral, showcasing strong relationship-building and client management skills
- Managed a diversified client portfolio, providing tailored financial strategies that resulted in a 15% growth in client investment holdings
- Provided outstanding client support, resolving complex financial needs with a comprehensive range of products and services, enhancing customer satisfaction and retention
- Developed and advised on personalized investment strategies, aligning with client goals and ensuring financial success and trust
Relationship Manager
ABN Amro Real S.A. (Santander)
Belo Horizonte, Brazil
01.2001 - 07.2007
- Conducted customer needs evaluations, offering customized financial services for enhanced client satisfaction
- Served as a trusted financial advisor, guiding clients in making informed decisions about bank accounts, insurance, and investments, thereby improving their financial well-being and trust
- Effectively educated clients on various financial products and services, increasing their understanding and engagement in financial planning
- Clearly communicated complex financial information to clients and staff, ensuring a comprehensive understanding of banking services and compliance with regulations
Education
B.A. - Communication
UNI-BH University
Belo Horizonte, BrazilSkills
- Fast Learner
- Adaptability
- Ability to Work Under Pressure
- Communication Skills
- Data Files
- Leadership
- Microsoft Word
- Operations
- Data Management
- Customer Service
- Digital Content
- Budgeting
- Marketing Management
- SalesforceCom
- Financial Services
- Onboarding
- Retail Sales
- Emerging Technologies
- Marketing Planning
- Management
- Marketing Strategies
- Planning
- Relationship Building
- Professionalism
- Billing
- Investments
- Relationship Marketing
- Customer Experience
- Payroll Processing
- Sabre (Computer System)
- Sales
- Boosting
- Data Entry
- Hospitality
- Troubleshooting (Problem Solving)
- Banking Services
- Problem Solving
- Communications
- SAP CRM
- Workflows
- Process Development
- Document Processing
- Consulting
- Business Development
- Time Management
- Empathy
- Profiling (Computer Programming)
- Customer Satisfaction
- Technical Support
- Microsoft Office
Languages
- English
- Portuguese
Timeline
Customer Service Representative
AMERICAN AIRLINES
10.2021 - Current
Bilingual Lodging Partner Associate
Expedia Group
04.2018 - 01.2021
Student Assistant
Collin College
01.2015 - 09.2017
Customer Service
Ader&Lang Consulting
03.2010 - 12.2013
CitiGold Relationship Banker
Citibank
01.2007 - 07.2008
Relationship Manager
ABN Amro Real S.A. (Santander)
01.2001 - 07.2007
B.A. - Communication
UNI-BH University