Beverly Therrell
Customer Service Advocate
Fort Worth,TX
Summary
Dynamic professional with a proven track record at American Airlines, excelling in customer service and technical support. Adept at problem-solving and effective decision-making under pressure, enhancing customer satisfaction by 20%. Skilled in SaaS applications and fostering positive interpersonal relationships, consistently delivering exceptional results through proactive and empathetic communication.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
39
39
years of professional experience
Work History
Air Travel Escort for Internet Pet Transfers
PUPPY COME HOME Owner
01.2011 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Efficiently and accurately transferring dogs for breeding, showing, and relocation worldwide.
- Worked effectively in fast-paced air travel environments
- Ensure all documentation is valid, including visa and health requirements. Meet safety standards, obtain necessary vaccinations, adhere to customs restrictions, provide shot records, and follow quarantine procedures.
- Effectively communicating across language barriers.
- Proven ability to quickly learn new concepts and effectively solve problems.
- This is a part-time self-soliciting role that I enjoy when I am between career commitments.
Vacation Specialist
HGA Fundraising
03.2025 - 07.2025
- Provided exceptional pre-and post-travel support to clients addressing concerns or special requests ensuring an enjoyable overall experience.
- A short, seasonal commitment to replace upper management on a planned LOA. I secured availability for Tuscany, Italy vacation auction winners and followed through for the ultimate experience.
- Utilized expert knowledge of destination offerings to create customized itineraries tailored to individual interests.
- Resolved customer complaints or issues promptly while maintaining a professional demeanor, leading to increased customer retention rates.
Customer Service Advocate
United Healthcare
08.2023 - 10.2024
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
Technical Support Specialist
American Airlines Southern Reservations Office and Call Center
05.2000 - 10.2010
- I improved customer satisfaction by effectively resolving technical issues and offering navigational support. This assistance helped clients self-ticket for air travel, check their Advantage accounts for mileage accrual, and secure corporate partner products, including rental cars, hotels, and mileage-earning credit cards.
- Troubleshot networking issues, including connectivity problems, slow speeds, and complete outages, effectively restoring service functionality in a timely manner. Continuously improved website software by escalating errors to the IT department.
- Resolved 200 client calls on technical issues per 8-hour shift, per day on average at www.aa.com. Helped launch an industry-first self-ticketing website.
Care Desk Advocate
American Airlines
03.1996 - 10.2010
- Worked effectively with fellow team members to coordinate effective solutions to unimaginable, devastating crises.
- Chosen to the CARE TEAM for empathetic communication skills, keen listening abilities, and meticulous documentation of client information, with level-headed proficiency.
- Providing support for catastrophic events resulting in loss of life.
- Demonstrated professionalism as a CARE Team in addressing the needs of affected family members and loved ones. We provided support by coordinating travel arrangements and accommodations, arranging childcare, elder care, or pet care, running errands, and delivering meals. Our team offered unparalleled friendly service and expert assistance in every interaction.
- Assembled on September 11, 2001 , the day the World Trade Center was attacked and two American Airlines planes were lost.
Reservations Customer Care Representative
American Airlines Southern Reservations Office and Call Center
09.1986 - 10.2010
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction, in various departments over the years..
- Managed high call volume with exceptional professionalism and efficiency. Invaluable metrics with emphasis on minimum time per call and making the sale, booking, and completion.
- Responded to customer needs through competent customer service and prompt problem-solving. Encountered many caveats with successful solutions using creativity and job experience.
- Assisted call-in customers with questions and special needs.
Education
Journalism And Mass Communication
Texas Christian University
Fort Worth, TXBachelor of Science - Public Relations
Texas Christian University
Fort Worth, TXSkills
- Positive interpersonal skills
- Effective team collaboration
- Customer service and problem-solving
- Proficient in SaaS applications
- Proficient in prioritizing tasks
- Reliable and accountable
- Proficient in managing multiple tasks
- Proficient in written communication
- Proficient in computer applications
- Problem-solving skills
- Effective decision-making under pressure
- Engaged listening
Timeline
Vacation Specialist
HGA Fundraising
03.2025 - 07.2025
Customer Service Advocate
United Healthcare
08.2023 - 10.2024
Air Travel Escort for Internet Pet Transfers
PUPPY COME HOME Owner
01.2011 - Current
Technical Support Specialist
American Airlines Southern Reservations Office and Call Center
05.2000 - 10.2010
Care Desk Advocate
American Airlines
03.1996 - 10.2010
Reservations Customer Care Representative
American Airlines Southern Reservations Office and Call Center
09.1986 - 10.2010
Journalism And Mass Communication
Texas Christian University
Bachelor of Science - Public Relations
Texas Christian University
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