Anais Hayer
Plainfield,NJ
Summary
Proven leader in customer service excellence at United Airlines, adept in customer complaint resolution and Microsoft Excel. Spearheaded team training, boosting performance and productivity. Achieved consistent customer satisfaction, fostering repeat business through effective problem-solving and strong relationship building. Skilled in staff oversight and call center operations, demonstrating high professionalism and energy. Skilled Customer Service Professional with outstanding abilities in coaching, documentation and active listening. Great decision-maker and valued employee. Proven history of reliability, resourcefulness and effective leadership.
Overview
21
21
years of professional experience
Work History
Customer Service Lead
United Airlines
03.2003 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
- Exceeded performance goals consistently through effective communication and problem-solving skills.
- Established strong relationships with customers, leading to repeat business and positive feedback.
- Mentored junior staff members to improve their knowledge of company policies, products, and services.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Greeted customers and listened closely to problems described to determine solutions.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
Certified Medical Assistant - Nursing
Anthem Institute -Jersey City
New Jersey 06.2014
High School Diploma -
Saint Mary High School
Jersey City, NJ06.2004
Skills
- Email Etiquette
- Department operations
- Customer Complaint Resolution
- Call center experience
- Staffing oversight
- Customer service excellence
- Customer Relations ,Problem Resolution
- Microsoft Excel, Computer Proficiency & Call Center Operations
- Team training and development
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Lead
United Airlines
03.2003 - Current
Certified Medical Assistant - Nursing
Anthem Institute -Jersey City
High School Diploma -
Saint Mary High School