Andrena Martin
Los Angeles,CA
Summary
Proven leader in customer service and front office management, with a track record of enhancing customer satisfaction and loyalty at Southwest Airlines. Skilled in Microsoft Office and known for exceptional organizational abilities. Demonstrates patience, empathy, and outstanding communication, significantly improving team integration and efficiency.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Southwest Airlines
05.2016 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Updated logs, coordinated documents and wrote detailed reports.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
Receptionist
Sodexco
08.2013 - 01.2016
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Organized, maintained and updated information in computer databases.
- Served food and beverages promptly with focused attention to customer needs.
- Opened doors on time, greeted patrons and offered assistance with locating needed items.
Customer Service Agent
Frys Electronics
08.2011 - 08.2013
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Achieved timely project completion by coordinating efforts with other crew members and consistently meeting task deadlines.
- Promoted workplace safety culture by participating in safety meetings and offering suggestions for hazard mitigation strategies.
- Helped maintain inventory levels of critical equipment parts, reducing delays due to supply shortages or unavailability of resources.
Receptionist and Tutor
South Bay One Stop
06.2006 - 06.2007
- Kept reception area clean and neat to give visitors positive first impression.
- Ensured accurate record-keeping by maintaining organized files for drawings, reports, and other technical documents.
- Provided homework assistance using specific curriculum and materials.
- Provided one-on-one tutoring sessions, tailoring instruction to meet the specific needs of each student while promoting independent learning skills.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
Education
Bachelor of Arts - Sociology
California State University Dominguez Hills
Carson06-2020
Associate of Arts - Sociology
Los Angeles Southwest College
Los Angeles, CASkills
- Customer service
- Organization skills
- Outstanding communication skills
- Patience and empathy
- Microsoft office suite proficiency
- Filing and data archiving
- Problem resolution
- Front office management
- Training and support
- Staff leadership and supervision
- Experience with performance coaching
- Dedicated team player
Accomplishments
- Awarded star employee of the month several times.
- Granted the opportunity of being a temporary duty supervisor several times.
- Station trainer.
Timeline
Customer Service Representative
Southwest Airlines
05.2016 - Current
Receptionist
Sodexco
08.2013 - 01.2016
Customer Service Agent
Frys Electronics
08.2011 - 08.2013
Receptionist and Tutor
South Bay One Stop
06.2006 - 06.2007
Bachelor of Arts - Sociology
California State University Dominguez Hills
Associate of Arts - Sociology
Los Angeles Southwest College