Angela Casillas
Livermore,CA
Summary
Resourceful leader known for high productivity. Possess specialized skills in conflict resolution, customer relationship management, and workflow optimization. Excel in communication, empathy, and problem-solving to enhance customer satisfaction and team cohesion.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Representative Lead
United Airlines
San Francisco, CA
10.2022 - Current
- Provide support and guidance to new customer service representatives, and assist with the onboarding process.
- Assist passengers in resolving inquiries or complaints via telephone, in person, or through the team's channels.
- Provided one-on-one coaching sessions to help employees improve their customer service skills.
- Resolve escalated issues from passengers or other departments within the organization.
- Document appropriate interactions with passengers in the PNR database system.
- Implement and champion changes in policies or procedures as directed by upper management.
Customer Service Representative
United Airlines
San Francisco, CA
04.2022 - 04.2022
- Answered passengers inquiries and provided accurate information regarding products and services.
- Promoted high passenger satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Merchandise Assistant
Three Bird Nest
Livermore , CA
05.2018 - 05.2021
- Reconcile and approve vendor invoices with purchase orders, and submit them to accounts payable for payment.
- Create and track purchase orders and update the system to reflect appropriate information for merchandise orders.
- Provided support in organizing trade shows and other marketing events, including photo shoots, related to product launches and promotions.
Teacher
New Horizons Preschool & Daycare
Livermore, CA
11.2006 - 07.2018
- Developed and implemented lesson plans based on curriculum objectives.
- Incorporated new technologies, instructional strategies, and teaching requirements to enhance and customize student learning.
- Established positive relationships with parents to ensure effective communication regarding student progress and well-being.
Education
Child Development
Las Positas College
Livermore, CA09-2008
High School Diploma -
Granada High School
Livermore, CA06-1996
Skills
- Goal-Oriented
- Staff Management
- Employee Motivation
- Complex Problem-Solving
- Communication
- Strong Interpersonal Skills
Certification
- Gate sign
- Baggage sign
- Agent On Demand (AOD) sign
- Lead sign
References
1) Rona Bonilla, former Merchant at Three Bird Nest
(206) 981-7178
2) Julia Busby, Special Education Teacher
(503) 869-9210
3) Aneliza Del Pinal, Chief Executive Officer at Sourcewise
(408) 314-7522
Timeline
Customer Service Representative Lead
United Airlines
10.2022 - Current
Customer Service Representative
United Airlines
04.2022 - 04.2022
Merchandise Assistant
Three Bird Nest
05.2018 - 05.2021
Teacher
New Horizons Preschool & Daycare
11.2006 - 07.2018
Child Development
Las Positas College
High School Diploma -
Granada High School