Miriam Lourdes Baez
Panama city beach,Florida
Summary
Customer service professional with robust background in assisting customers and resolving inquiries effectively. Recognized for strong problem-solving skills and maintaining positive customer experience. Team-oriented with focus on collaboration and achieving results, adaptable to changing environments.
Overview
29
29
years of professional experience
Work History
Customer Service Agent
Southwest Airlines
10.2024 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
Southwest Airlines Co.
01.1997 - 01.2021
- Provided exceptional customer service.
- De-escalated customer issues.
- Facilitated ground operations at regional and international airports.
- Enhanced airline operations through internal audits, and staff development.
- Deals with mishandled Customers as a result of oversells, delayed or cancelled flights, lost, delayed, or damaged luggage. Resolves such problems quickly and within guidelines established by the Company
- Checks in baggage and Cargo. Answers telephone to provide information to callers, page customers, resolve problems or complaints and assist as needed. Handles transactions required to board the aircraft in a timely and efficient manner
- Handles any aspect of ticketing and check-in by operating a computerized point-of-sale system, boarding, baggage service, reservations and resolving related complaints and problems
- Works in a cooperative spirit to ensure the success of our Company
- Responsible for providing legendary Customer service to people desiring to travel, use cargo or baggage service by attending to their needs
Education
High School Diploma -
San Jacinto College
01.1991
Skills
- Time Management
- Adaptability
- Computer Skills
- Teamwork
- Problem Solving
- Creativity
- Critical Thinking
- Self-Discipline
- Customer Service
- Outstanding communication skills
- Empathetic and genuine
- Active listening
- Customer relations
- File management
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Agent
Southwest Airlines
10.2024 - Current
Customer Service Representative
Southwest Airlines Co.
01.1997 - 01.2021
High School Diploma -
San Jacinto College
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