ANGELICA SILLER
NEW BRAUNFELS,TX
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
3
3
years of professional experience
Work History
Passenger Handling Agent
AirBaltic
05.2022 - 10.2022
- Customer service, passenger check-inn and boarding;
- Handled passenger luggage, mail and cargo in accordance with safety and privacy protocols.
- Communicated via headset radio with ground crew, flight crew and tow person about ramp operations and flight requirements.
- Protected customers' baggage from loss, theft and damage.
- Reviewed work orders before starting work to determine necessary materials and meet deadlines.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Utilized active listening and communication skills to address passenger inquiries and escalate issues to supervisor.
- Reviewed files, records and other obtained documents to respond to passenger requests.
- Implemented additional services to maintain exceptional client service ratings.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Spa Front Desk Agent
Baltic Beach Hotel
03.2022 - 05.2022
- Customer service, guest registration and check out, sales of featured products;
- Handled payment processing and provided customers with receipts and proper bills and change.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Greeted incoming guests warmly, issued spa access keys and shared information on policies and amenities.
- Posted charges, updated accounts and issued bills to departing guests.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Wrote and maintained incident reports, daily activity logs and other documents as requested by management.
- Completed end-of-day reporting and balanced registers to maintain financial accuracy.
- Supervised daily operations of spa front desk in absence of manager.
- Leveraged software to confirm reservations and address guest needs.
- Communicated safety processes and procedures with customers during emergencies.
Tutor
Self-employeed
09.2020 - 10.2022
- Helping students to understand different subjects, assessing, assisting and encouraging the students in the learning processes;
- Helped students review and understand previous lessons to make connection with new lesson.
- Assisted students in finding useful study methods to enhance academic performance.
- Met with students to clarify and review concepts taught in class and solve specific problems.
- Provided private instruction to individual or small groups of students to improve academic performance and prepare for academic or occupational tests.
- Utilized positive reinforcement techniques to encourage and motivate students.
- Designed comfortable tutoring environment conducive to learning.
Journalist
Amber Media, Latvijas Ziņas
08.2019 - 09.2020
- Translating, copyrighting and creating original articles;
- Giving out topics for articles to other journalists, distributing articles on the webpage, checked and edited articles;
Education
Bachelor of Laws - Law (Pre-Law)
UNIVERSITY OF LONDON
Bachelor of Laws - Law (Pre-Law)
RIGA GRADUATE SCHOOL OF LAW
06.2021
SECONDARY EDUCATION DEGREE -
RIGA ZOLITUDE GYMNASIUM
07.2020
Skills
- Excellent communication skills acquired by being a passionate customer service employee;
- Exceptional physical endurance acquired by working 24-hour shifts, walking long distances between airport terminals in a short period of time, standing for a long periods of time;
- Outstanding ability to work under stressful conditions;
- Excellent communication skills acquired by being an active member and vice-president of the student council;
- Excellent communication skills acquired by being an active member of External Communication Department of Riga Student council and Riga Student council itself;
- Excellent management and leadership skills acquired by being an active member and vice-president of the school's self-government;
- Excellent management skills acquired while working as a manager of a group of journalists;
- Excellent Office software skills (text editor, presentation software, table editor) acquired by undergoing computer science course;
- Time Management
- Service Delivery Optimization
- Positive and Constructive Feedback
- Problem-Solving
- Team Building and Leadership
- Issue Resolution
- Performance Evaluations
- Delegating Work
- Decision Making
- Work Prioritization
- Conflict Resolution Techniques
- TX Driving license: C class;
References
REFERENCES
References available on request.
Languages
English
Native/ Bilingual
Russian
Native/ Bilingual
Latvian
Full Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Passenger Handling Agent
AirBaltic
05.2022 - 10.2022
Spa Front Desk Agent
Baltic Beach Hotel
03.2022 - 05.2022
Tutor
Self-employeed
09.2020 - 10.2022
Journalist
Amber Media, Latvijas Ziņas
08.2019 - 09.2020
Bachelor of Laws - Law (Pre-Law)
UNIVERSITY OF LONDON
Bachelor of Laws - Law (Pre-Law)
RIGA GRADUATE SCHOOL OF LAW
SECONDARY EDUCATION DEGREE -
RIGA ZOLITUDE GYMNASIUM
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