Claudia Johnson
Summary
Successful customer service professional with over 15 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
16
16
years of professional experience
Work History
Company Owner/Startup Founder
Model By Design LLC
06.2014 - Current
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Responsible for the large growth of a Staging and Design company by managing various project scopes, budgets and maintaining communication between high
profile clientele, designers and owner. - Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Built long-term relationships with lucrative clients by utilizing active listening, effective communication and dynamic interpersonal skills.
- Delivered positive experiences to customers at every touch point through clear communication and implementing strategies to improve satisfaction.
- Achieved client loyalty through quality, productivity, service and proactive management.
Manager/Training Manager
Discover Financial Services
05.2010 - 02.2014
- Conducted orientation sessions and organized on-the-job training for new hires.
- Trained new hires to perform cross-training exercises with experienced workers.
- Utilized coaching and leadership principles to enhance internal and external team dynamics.
- Monitored team progress and enforced deadlines.
- Managed team projects and statistics
Bilingual Customer Service Representative
Jetblue Airways Corp
05.2008 - 05.2010
- Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of airline policy procedures and Government regulations.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Utilized Sabre to input all key data to book and modify travel reservations.
Education
Associate of Arts - Communications
Salt Lake Community College
Salt Lake City, UT04.2025
High School Diploma -
SouthPointe High School
West Jordan, UT05.2005
Skills
- Adaptable to new and difficult challenges under contrasting working environments and time constraints
- Bilingual Spanish/English
- Sabre and general Aviation Knowledge
- Enthusiastic; goal oriented; decisive
- Detail Oriented
- Complex Problem Solving
- Exceptional Written and Oral Communications Skills
- High-Volume Environments
- Ticket Purchasing
Languages
Spanish
Native or Bilingual
Timeline
Company Owner/Startup Founder
Model By Design LLC
06.2014 - Current
Manager/Training Manager
Discover Financial Services
05.2010 - 02.2014
Bilingual Customer Service Representative
Jetblue Airways Corp
05.2008 - 05.2010
Associate of Arts - Communications
Salt Lake Community College
High School Diploma -
SouthPointe High School
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