Carmela Contreras De Rijo
Columbus,OH
Summary
Guest-oriented Reservation Agent with advanced-level reservation and customer service skills. Proficient in effectively managing daily correspondences and operational tasks to exceed customers' expectations and expand customer base. Friendly, organized and hardworking with strong skills in SABRE.
Engaging Airport Service Agent with years of experience handling first-time flyers and monitoring safety protocol adherence. Adaptable team member with thorough documentation inspection and customer handling skills. Noted for exceptional check-in rates and luggage handling.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Product Assembler
Stanley Electric Stanley Electric
London, OH
09.2023 - 01.2024
- Organized workstations in an efficient manner to maximize productivity during assembly operations.
Customer Service Supervisor
Nexus Tours
, Punta Cana, Dominican Republic
01.2014 - 12.2018
- Resolved customer complaints or answered customers' questions.
- Implemented programs designed to increase employee engagement within the team.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Monitored phone calls to provide feedback and coaching.
Airport Customer Service Agent
American Eagle Airlines
, Punta Cana, Dominican Republic
10.2004 - 07.2014
- Printed itineraries and tickets for average of 180 passengers each day.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Responded quickly to emergency situations by following appropriate protocols.
- Inspected luggage for prohibited items prior to loading onto aircrafts.
- Operated various computer programs related to customer service operations.
- Assisted with baggage check-in and tagging for customers.
- Processed various forms of payment and applied travel vouchers to help customers obtain tickets.
- Assisted disabled passengers with special needs throughout their travels.
- Greeted passengers upon arrival and departure, providing ticketing assistance and general information.
- Responded politely to passenger complaints regarding ticketing and baggage handling.
- Provided clients with assistance in preparing required travel documents and forms.
- Provided customer service to travelers in the form of answering questions, resolving complaints, and providing directions.
- Provided guidance to passengers regarding available services within the airport terminal complex.
- Collected baggage charges and accepted baggage for check-in.
- Utilized PA system to announce departures and changes to landings.
- Greeted passengers and provided boarding instructions.
Education
Master of Science - Natural Sciences
Liceo Gerardo Jansen
Higuey, Dominican Republic07-1999
Some College (No Degree) - Tourism Management
Universidad Catolica Del Este
Higuey, Dominican RepublicSkills
- Daily Reports
- Passenger Assistance
- Problem-Solving
- Customer Documentation Review
- Boarding Pass Assignment
- Reservation Confirmation
- Documentation and Reporting
- Travel Reservations
- Customer Service
- Special Needs Assistance
- Baggage Handling Procedures
- Lost Baggage Tracing
- Transportation Information
- Microsoft Office
- Sabre Software
- Customer Reservations
- Documentation
- Team Collaboration
Languages
English
Professional
Spanish
Native/ Bilingual
Certification
- Customer Service Agent Core
- Wedding Planner Master
Accomplishments
- Achieve Recognition of a good Iniciative by American Eagle
References
References available upon request.
Timeline
Product Assembler
Stanley Electric Stanley Electric
09.2023 - 01.2024
Customer Service Supervisor
Nexus Tours
01.2014 - 12.2018
Airport Customer Service Agent
American Eagle Airlines
10.2004 - 07.2014
Master of Science - Natural Sciences
Liceo Gerardo Jansen
Some College (No Degree) - Tourism Management
Universidad Catolica Del Este
- Customer Service Agent Core
- Wedding Planner Master
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