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
23
23
years of professional experience
Work History
Bilingual Teacher's Assistant
Ess/ Smalley Elementry
02.2025 - Current
- Demonstrated flexibility, coped with challenges of rapidly changing world and assisted students lacking language proficiency.
- Served as translator and interpreter for written and verbal communication to students, parents and staff members.
- Displayed knowledge of various routine educational tasks, duties and procedures and followed specific instructions of teacher.
- Worked expertly and productively with students and parents from diverse ethnic groups.
- Graded and provided feedback on assignments.
- Helped teacher prepare instructional material and displays.
- Supported teacher in classroom discipline and maintained standards of pupil behavior.
Customer Service Supervisor
American Airlines
06.2025 - 11.2025
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached employees through day-to-day work and complex problems.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Created customer support strategies to increase customer retention.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
Customer Service Lead
United Airlines
03.2003 - 10.2024
- 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 Jersey06.2014
High School Diploma -
Saint Mary High School
Jersey City, NJ06.2004
Associate of Arts - Education
Eastern Gateway Community College
Steubenville, OHSkills
- 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
- Bilingual communication
- Instructional assistance
- Teamwork and cooperation
- Academic tutoring
- Behavioral intervention
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Supervisor
American Airlines
06.2025 - 11.2025
Bilingual Teacher's Assistant
Ess/ Smalley Elementry
02.2025 - Current
Customer Service Lead
United Airlines
03.2003 - 10.2024
High School Diploma -
Saint Mary High School
Certified Medical Assistant - Nursing
Anthem Institute -Jersey City
Associate of Arts - Education
Eastern Gateway Community College