Anna Bernier
San Antonio,TX
Summary
Adept at navigating high-stress situations, I excelled as a Customer Service Representative at Southwest Airlines, enhancing customer loyalty through empathetic complaint resolution and expert product knowledge. My blend of critical thinking and active listening skills led to significant improvements in customer satisfaction, showcasing my ability to resolve complex issues efficiently and maintain positive client relations.
Overview
28
28
years of professional experience
Work History
Customer Service Representative
Southwest Airlines
03.1996 - 07.2024
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
High School -
MacArthur High Scholl
San Antonio, TXSkills
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Service
- Customer Relations
- Problem Resolution
- Call center experience
- Complaint resolution
- Customer satisfaction measurement
- Call Center Operations
Timeline
Customer Service Representative
Southwest Airlines
03.1996 - 07.2024
High School -
MacArthur High Scholl