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
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