Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Carla Jimenez Quezada

Wilkes-Barre,pa

Summary

Professional with experience in airline customer service, prepared to excel in this role. Skilled in handling passenger inquiries, resolving issues, and ensuring smooth operations at airport. Strong focus on team collaboration and achieving results. Reliable, adaptable, and adept at meeting changing needs with excellent communication and problem-solving skills.

Overview

8
8
years of professional experience

Work History

Customer Service Agent

Piedmont Airlines
12.2023 - 02.2025
  • Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
  • Provided exceptional customer service with empathetic listening and effective problem-solving skills.
  • Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
  • Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
  • Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
  • Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
  • Processed ticket sales accurately, ensuring correct fare calculations and efficient booking procedures were followed.

Warehouse Forklift Operator

Amazon
12.2022 - 07.2023
  • Wrapped pallets in plastic wrap and attached merchandise tags to prepare for shipping.
  • Built pallets and loads for partial and mixed pallets, wrapped finished pallets and staged pallets and loads into truck when ready for shipment.
  • Worked with racking systems and loaded or unloaded pallets, pulling and placing pallets on or off of vertical product racking systems and trucks, maximizing storage by stacking products vertically.
  • Received products using frequency scanners, unloaded shipments from trucks and fulfilled and organized orders to streamline customer delivery processes.

Customer Service Representative

JQ Communications
06.2017 - 08.2020
  • 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.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.

Education

Medical Assistance -

FCC
Miami, FL
06-2022

Skills

  • Customer service
  • Forklift operation
  • Customer satisfaction measurement
  • Data entry
  • Appointment scheduling
  • Truck loading and unloading
  • Heavy lifting
  • Customer education
  • HIPAA compliance
  • Direct patient care
  • Clinical documentation
  • Phlebotomy
  • CPR
  • Immunization administration
  • First aid
  • Medical billing and coding

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Customer Service Agent

Piedmont Airlines
12.2023 - 02.2025

Warehouse Forklift Operator

Amazon
12.2022 - 07.2023

Customer Service Representative

JQ Communications
06.2017 - 08.2020

Medical Assistance -

FCC

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Carla Jimenez Quezada