Alisa Scott
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Relations Complaint Resolutions Officer
American Airlines
01.2022 - 03.2024
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Developed strong relationships with clients, resulting in increased customer retention and loyalty.
- Collaborated with cross-functional teams to identify and implement process improvements for better customer service delivery.
- Streamlined communication channels, leading to faster problem resolution and improved client satisfaction.
- Conducted thorough analysis of customer feedback to identify trends and areas for improvement.
- Provided exceptional support during high volume periods, maintaining professionalism and efficiency under pressure.
- Maintained detailed records of client interactions, allowing for more personalized service and tailored solutions.
- Proactively identified potentialissues through ongoing monitoring of account activity, preventing escalations or complaints.
Advantage Customer Service Representative
American Airlines
08.2015 - 06.2020
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
Master of Science - Sociology
University of North Texas
Denton, TX05.2012
Bachelor of Science - Psychology
Texas Christian University
Fort Worth, TX08.2006
Associate of Science - Mental Health
Tarrant County College District
Fort Worth, TX05.2004
Skills
- Data Entry
- Paperwork Processing
- Call Management
- Complaint resolution
- Product Knowledge
- Data Collection
- Information Security
- Account updating
- Report Generation
- Dispute Resolution
- Client Relations
- Credit adjustments
- Follow-up skills
- Critical Thinking
- Call triaging
- Report creation
- Research
- Call center experience
- Problem-solving abilities
- Building rapport
- Microsoft Outlook
- Customer Relations
- Active Listening
- Complaint Handling
- Escalation management
- Medical terminology knowledge
- Microsoft Office Suite
Certification
- Certified Resolutions Official, American Airlines - 2023-2024
Timeline
Customer Relations Complaint Resolutions Officer
American Airlines
01.2022 - 03.2024
Advantage Customer Service Representative
American Airlines
08.2015 - 06.2020
Master of Science - Sociology
University of North Texas
Bachelor of Science - Psychology
Texas Christian University
Associate of Science - Mental Health
Tarrant County College District