Amber Martinez
Customer Service Agent
St Louis,MO
Summary
With 4 years as a Customer Service Agent, I have developed an in-depth understanding of the airline operations, including ticketing, check in, baggage handling, customer inquiries and conflict resolution. I have hands-on experience in managing both routine and high-stress customer service scenarios, allowing me to effectively manage teams in a fast-paced environment.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Agent
Southwest Airlines
11.2021 - Current
- Resolved customer complaints issues and conflict de-escalation. Maintaining high customer satisfaction and representing the airline brand with professionalism.
- Coordinated with OPs Agent, Gate Agents, and Ground Staff to facilitate on-time departure. Demonstrated ability to handle stressful situations and resolve conflicts effectively.
- Trained and assisted new hires, focusing on customer service protocols, reservation system, compliance and safety procedures.
Retail Operations Supervisor
Hudson News
06.2013 - 11.2021
- Managed day-to-day retail operations in a high traffic airport environment, ensuring exceptional, customer service, and operational efficiency.
- Developed and maintained positive relationships with vendors, ensuring timely deliveries and consistent product availability for customers.
- Collaborated closely with other managers to exchange best practices in retail operations management and drive continuous improvement across the organization.
Skills
Bilingual: Fluent in Spanish
Reservation system expertise
Operational efficiency
Multi-tasking ability
High-pressure problem resolution
Accomplishments
Recognized as Employee of the Quarter for Southwest Airlines- January 2023
Certification
Customer Service Station Trainer
Timeline
Customer Service Station Trainer
01-2023
Customer Service Agent
Southwest Airlines
11.2021 - Current
Retail Operations Supervisor
Hudson News
06.2013 - 11.2021