Athena Monroy
Mesa,AZ
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Highly-motivated with a desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
23
23
years of professional experience
Work History
Customer Relations Agent/ Vacations
American Airlines (America West/US Airways)
01.2015 - Current
- Handling of daily correspondence regarding while demonstrating a high level of customer service using active listening and effective interpersonal skills
- Researching any concerns, questions or compliments presented by external and internal clients via email, letter, fax or phone with effective resolutions
- Experienced with escalated concerns of special needs clients, discrimination, and any other escalated concerns.
Reservations Trainer/Facilitator
America West/US Airways (American Airlines)
01.2001 - 01.2015
- Supervised, coordinated, and conducted training of employees in various roles and departments
- Handling incoming calls to develop friendly rapport in a short time while providing information of availability, pricing, medical and Visa requirements.
Education
Travel Specialist -
The Travel Academy
Skills
- Self Motivation
- Analytical Thinking
- Complaint resolution
- Customer Relationship Management (CRM)
- Inbound and Outbound Calling
- Complaint Investigation
- Professional phone voice
- Project management abilities
- Problem-solving abilities
- Problem Resolution
Leadership Experience
Launched Buy Up program which allows clients to purchase elite status creating a 40% increase in revenue. A go to for fellow employees for assistance when leadership is not available.
Communication Skills
Maintain top performer status throughout my career with attendance and daily case handling. Received consistent compliments from clients of the handling of their cases.
References
- Sandra Randolph, 775-240-5720
- Brad Weinburg, 602-625-6301
- Kathi Gable, 928-339-4231
Accomplishments
- Launched Buy Up program with US Airways creating a 40% increase in revenue.
- Top 20% for Case Manager
- Consistent Positive feedback on Voices
Timeline
Customer Relations Agent/ Vacations
American Airlines (America West/US Airways)
01.2015 - Current
Reservations Trainer/Facilitator
America West/US Airways (American Airlines)
01.2001 - 01.2015
Travel Specialist -
The Travel Academy
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