Ana De Andrade Acocella
Altamonte Springs
Summary
Ability to follow processes, procedures, and apply flexible approach when required;
Ability to summarize and effectively present information to customers;
Communication skills and emphasis on interpersonal relationships;
Fluent in English, Portuguese, and intermediate in Spanish.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Airline Customer Service Agent
Unifi
03.2023 - Current
- Assisted customers with ticket purchases, trip planning, pricing and scheduling.
- Completed order transactions and generated travel documentation and detailed itineraries.
- Addressed customer inquiries via email, telephone calls or in person, providing prompt response or follow-up.
- Contacted and verified will-call orders and cancellation list or past customers to offer last-minute ticket options.
- Provided clients with assistance in preparing required travel documents and forms.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Processed various forms of payment and applied travel vouchers to help customers obtain tickets.
- Printed itineraries and tickets for average of passengers each day.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Prioritized and organized tasks to efficiently accomplish service goals.
Receptionist Assistant
Ferro Castro Neves Daltro & Gomide Law Firm
11.2017 - 04.2022
- Greeted customers, delivery persons and official representatives.
- Handled diverse needs for clients in-person, by phone or through email.
- Operated multi-line telephone system to handle high volume of daily calls to the office.
- Organized meeting spaces for staff and prepared related materials.
- Served visitors by greeting, welcoming and directing to appropriate personnel.
- Scheduled and confirmed appointments.
- Answered and directed incoming calls using multi-line telephone system.
- Scheduled and confirmed appointments and meetings for management team.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment.
Customer Service Assistant
Info Plus
02.2014 - 08.2017
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Resolved customer complaints and issued refunds as needed.
Education
High School Diploma -
Escola Estadual Pereira Barreto
São Paulo, Brazil 2010
Skills
- Customer Service
- Problem-Solving
- Microsoft Office
- Verbal and Written Communication
- Payment Processing
- Active Listening
- Decision-Making
- Critical Thinking
Languages
English
Native or Bilingual
Portuguese
Native/ Bilingual
Spanish
Full Professional
Education & Training
Recognition Certificate For the Successful Completion Of AT YOUR BEST TRAINING - Recognized by Spirit Airlines at 08/06/2024.
Certification
ASB Certificate of Achievement - Academic Skills Building
Seminole State College of Florida
Issued Apr 2024
ESOL Certificate of Achievement - English For Speakers of Other
Languages Level 6
Seminole State College of Florida
Issued Dec 2023
ESOL Certificate of Achievement - English For Speakers of Other
Languages Level 5
Seminole State College of Florida
Issued Aug 2022
Timeline
Airline Customer Service Agent
Unifi
03.2023 - Current
Receptionist Assistant
Ferro Castro Neves Daltro & Gomide Law Firm
11.2017 - 04.2022
Customer Service Assistant
Info Plus
02.2014 - 08.2017
ASB Certificate of Achievement - Academic Skills Building
Seminole State College of Florida
Issued Apr 2024
ESOL Certificate of Achievement - English For Speakers of Other
Languages Level 6
Seminole State College of Florida
Issued Dec 2023
ESOL Certificate of Achievement - English For Speakers of Other
Languages Level 5
Seminole State College of Florida
Issued Aug 2022
High School Diploma -
Escola Estadual Pereira Barreto
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