Carol Giarratana
Spring
Summary
Driven Customer Care Representative agent with 24 years of experience providing information about services and products to customers. Skilled in assessing customer needs, generating leads and handling customer complaints and concerns. Outstanding communicator offering strong phone etiquette and active listening skills.
I offer a wealth of knowledge in Emergency Response, trained and worked several crashes and flight emergency diverted flights and hot flights. In accommodating alternate travel, verifying flight manifests and and assisting in alternate travel arrangements hotel and food.
Overview
28
28
years of professional experience
Work History
Document Controller /Assistant Human Resources Manager
Site and Field Enterprises LLC
Houston , TX
10.2023 - 06.2024
- Collaborated with department heads to ensure that all documentation meets required standards.
- Managed document processes through scanning, filing and transmitting while following all standard procedures.
- Organized, maintained and safeguarded files and databases.
- Performed file backup to properly store and archive electronic registers.
- Filled out and stored transmittal logs for permanent records.
- Maintained accurate records of employee information such as wages, performance reviews, benefits, leaves of absence.
- Organized and conducted new hire orientation sessions to introduce policies and procedures to employees.
- Compiled reports related to personnel activities such as attendance tracking, turnover rates, disciplinary actions.
- Updated employee database with changes in job title, salary information or contact details.
- Monitored timekeeping records for accuracy and completeness.
- Performed administrative tasks related to payroll processing or benefit administration.
- Guided new hires through orientation and onboarding and explained documentation requirements to facilitate HR process.
- Reviewed and processed payroll-related actions to drive data accuracy and comply with company policy and federal and state regulations.
- Conducted employment verification and background investigation to facilitate hiring process.
- Assisted with payroll preparation by collecting timekeeping information and processing reports.
- Maintained employee records in compliance with state and federal regulations.
Customer Care Representative
United Airlines
Houston, TX
05.1996 - 06.2020
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Prepared customer reports by gathering data collected during customer interactions.
- Addressed customer inquiries via email, telephone calls or in person, providing prompt response or follow-up.
- Completed order transactions and generated travel documentation and detailed itineraries.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Education
High School Diploma -
Westbury School of The Holy Child
Old Westbury, NY06.1979
Skills
- Conflict Mediation
- Transaction Processing
- Upselling Products and Services
- Calm and Professional Under Pressure
- Data Entry
- Verbal and Written Communication
- Inbound and Outbound Calling
- Remote Office Availability
- Email correspondence
- Database Research
- Complaint Handling
- Problem Resolution
- Inbound Customer Service
- Administrative and Office Support
- Interpersonal Communication
- Product Knowledge
Timeline
Document Controller /Assistant Human Resources Manager
Site and Field Enterprises LLC
10.2023 - 06.2024
Customer Care Representative
United Airlines
05.1996 - 06.2020
High School Diploma -
Westbury School of The Holy Child
Similar Profiles
Nicole EverrightNicole Everright
Administrative Assistant at Field Fastener, a Division of Derry EnterprisesAdministrative Assistant at Field Fastener, a Division of Derry Enterprises
Augustina JegedeAugustina Jegede
Assistant Chief Baker at Bread Field EnterprisesAssistant Chief Baker at Bread Field Enterprises
Cristian Guzman HernandezCristian Guzman Hernandez
Route Service Driver at Western Site Services LLCRoute Service Driver at Western Site Services LLC
Eli WashamEli Washam
PDSI Technician at Gulf States Toyota Inc.PDSI Technician at Gulf States Toyota Inc.
Sarah VillarrealSarah Villarreal
District Manager at PURELY WIRELESS LLCDistrict Manager at PURELY WIRELESS LLC