Bria Baker
Summary
Customer Service Representative experienced in enhancing customer satisfaction across airline, retail, and hospitality sectors. Achieved service improvements through effective communication, conflict resolution, and team collaboration. Focused on driving positive customer experiences by prioritizing tasks and efficiently resolving escalated support issues.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Avelo Airlines
04.2023 - Current
- Spearheaded service excellence by managing high-volume customer interactions (80+ daily calls), while maintaining precise documentation and swift issue resolution.
- Delivered exceptional customer service assisting passenger with creating, modifying, and canceling reservations.
- Addressed customer concerns and complaints via email, facilitating timely resolutions and enhancing customer experience.
- Managed multiple communication channels effectively, documenting customer interactions and processing requests with precision and attention to detail.
- Streamlined check-in and baggage handling processes, improving service speed and contributing to enhanced customer satisfaction.
- Collaborated with cross-functional teams to resolve complex customer issues, ensuring seamless service delivery and improved satisfaction.
- Implemented new customer service protocols and contributed to service improvement initiatives, adapting to changing airline regulations.
- Managed complex reservation systems while maintaining accurate documentation and resolving time-sensitive passenger inquiries.
Front Desk Supervisor
Hamton Inn
Milford, CT
04.2024 - 05.2026
- Supervised daily front desk operations, enhancing check-in/check-out procedures and guest service in a fast-paced hospitality environment.
- Led, trained, and mentored front desk associates, fostering a collaborative team culture while maintaining Hilton brand standards and operational excellence.
- Resolved complex guest concerns and service recovery situations with professionalism, resulting in high guest satisfaction and positive customer experiences.
- Coordinated staffing schedules and delegated daily responsibilities to ensure seamless coverage during peak occupancy periods.
- Managed cash handling, billing inquiries, reservations, and audit procedures while maintaining accuracy and compliance with company policies.
- Collaborated closely with housekeeping, maintenance, and management teams to ensure guest rooms were prepared promptly and operational issues were resolved efficiently.
- Monitored front office performance, implemented process improvements, and maintained a welcoming, organized, and customer-focused environment.
- Onboarded and coached new employees to enhance team productivity and service consistency.
Client Advisor
Louis Vuitton
White plains, New York
06.2022 - 04.2023
- Spearheaded luxury product consultations and implemented personalized client outreach strategies, driving substantial revenue growth and client retention.
- Increased sales by effectively addressing customer needs and providing tailored solutions.
- Processed cash and card transactions, ensuring accurate and efficient financial exchanges.
- Utilized product knowledge to resolve client inquiries, boosting engagement and retention.
- Pioneered digital clienteling techniques to maintain customer engagement during peak seasons, maximizing sales opportunities.
- Analyzed purchase patterns and client preferences to create targeted product recommendations, enhancing the store's conversion rates.
- Collaborated with team to optimize store layout, improving customer experience and flow.
- Maintained detailed client profiles and purchase histories, facilitating tailored follow-ups and personalized shopping experiences.
- Developed visual merchandising strategies to effectively showcase luxury collections and improve customer engagement.
- Implemented refined clienteling protocols to ensure consistent, high-caliber service delivery across all customer interactions.
Customer Service Representative
Nordstrom
Norwalk, Connecticut
07.2019 - 06.2022
- Resolved complex customer inquiries and maintained service excellence while managing multiple communication channels, driving customer satisfaction through tailored solutions.
- Processed transactions accurately while maintaining high-quality service standards, ensuring compliance with company protocols and customer satisfaction benchmarks.
- Built lasting client relationships through active listening and empathy, consistently delivering solutions that addressed specific needs and concerns.
- Partnered with cross-functional teams to streamline customer service processes, implementing solutions for complex client situations that improved resolution times.
- Developed creative approaches to resolve customer challenges, enhancing service delivery and contributing to higher customer retention rates.
- Analyzed customer feedback patterns to identify service gaps and implemented targeted solutions that improved client satisfaction and response protocols.
Education
Frank Scott Bunnell
Stratford, CTSkills
- Order Processing
- Customer relationship management
- Customer Engagement
- Team Collaboration
- Team leadership
- Conflict resolution
- Time Management
- Multitasking
- Attention to detail
- Active listening
- Adaptability
- Patience
- Booking Coordination
- Problem Solving
Timeline
Front Desk Supervisor
Hamton Inn
04.2024 - 05.2026
Customer Service Representative
Avelo Airlines
04.2023 - Current
Client Advisor
Louis Vuitton
06.2022 - 04.2023
Customer Service Representative
Nordstrom
07.2019 - 06.2022
Frank Scott Bunnell