Christina Clark
Miami,FL
Summary
Skilled Customer Service Agent with a background in managing customer inquiries, resolving complaints and promoting company products. Abilities include strong communication skills, problem-solving capabilities, and high-level multitasking. Demonstrated success in improving customer satisfaction ratings and streamlining processes for efficiency. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
4
4
years of professional experience
Work History
Customer Service Agent
American Airlines
Miami, FL
03.2021 - Current
Delta Operations Agent 11/2019 - 03/2021
Eulen America I Miami
Customer Service Manager 02/2017-11/2019
Tacobell I Miami
- Attended training sessions regularly to stay current on new products or services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Investigated and solved routine and complex customer issues to earn repeat business.
- Mentored junior team members and managed employee relationships.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Alerted airport response personnel to crisis situations and handled incoming medical and other emergency landings.
- Monitored weather conditions, aircraft position reports, aeronautical information and navigational charts to evaluate flight progress.
- Managed multiple incoming flights simultaneously while monitoring radar screens for changes in patterns or locations of aircrafts.
- Directed ground personnel as needed to ensure safe operations of airport facilities and equipment.
- Effectively communicated with pilots by clearly speaking, enunciating properly and actively listening.
Education
Some College (No Degree) -
Miami Dade College
Miami, FLSkills
- Customer service
- Conflict resolution
- Problem solving
- Crisis management
- Technical documentation
- Flight operations
- Team leadership
- Employee mentoring
- Effective communication
- Time management
- Attention to detail
- Decision-making
- Information updates
- Call control
- Complaint handling
- Customer complaint resolution
- Cultural awareness
- Multitasking and organization
- Empathetic and genuine
- Assertiveness
- De-escalation techniques
- Task prioritization
Timeline
Customer Service Agent
American Airlines
03.2021 - Current
Some College (No Degree) -
Miami Dade College
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