Dana Fischer

Watauga

Summary

Dynamic Customer Care Representative with American Airlines, recognized for enhancing customer satisfaction through effective problem-solving and upselling. Skilled in high-volume call management and payment processing, demonstrating empathy and active listening. Proven ability to train new agents and maintain compliance with policies, ensuring exceptional service delivery.

Overview

years of professional experience

Certification

Work History

Customer Care Representative

American Airlines

11.2015 - Current

Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Managed high call volume with exceptional professionalism and efficiency.
Responded to customer needs through competent customer service and prompt problem-solving.
Assisted customers with booking flights, changing flights including Schedule Changes and Irregular Operations.
Processing payments.
Resolving customer issues.
Maintaining and updating Advantage Accounts.
Upselling and cross-selling.
Escalating issues.
Training new agents: I was a Trained Observer. I monitored calls for new agents and conducted meetings, and documented the calls using NICE.

Education

High School Diploma -

North Garland High School

Garland Tx

06-1978

Skills

Inbound customer service
Data entry
Call center experience
Complaint handling
Payment processing
Product knowledge
Documentation and reporting
Empathy and patience

Active listening
Verbal and written communication
Policies and procedures adherence
MS office
Call metrics
Security verification
Computer skills

Accomplishments

Customer Relations - Earned several Above and Beyond awards for customer satisfaction, company-wide.
Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.