Danelis Veliz
Hialeah,FL
Overview
7
7
years of professional experience
Work History
Customer Service Agent
American Airlines
11.2022 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Assistant Manager
Johnston & Murphy
03.2018 - 02.2023
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
Education
Tec Medio Contabilidad -
Economía Habana UPE
La Havana 06.2009
Skills
- Customer Service
- Problem Resolution
- Outstanding communication skills
- Call center experience
- Empathetic and genuine
- Customer Complaint Resolution
- Customer Relations
- Complaint Handling
- Service-oriented self-starter
- Payment Processing
- Upselling
- Database Research
- Typing Speed
Timeline
Customer Service Agent
American Airlines
11.2022 - Current
Assistant Manager
Johnston & Murphy
03.2018 - 02.2023
Tec Medio Contabilidad -
Economía Habana UPE
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