Danilvy Pena Espinal
INDIANAPOLIS,IN
Summary
Adept in quality control assurance and customer relations, I enhanced compliance and service excellence at American Airlines, leveraging skills in statistical quality control and conflict resolution. Demonstrated proficiency in Microsoft Excel and effective problem-solving, I significantly improved client satisfaction and operational efficiency, embodying a results-driven approach without explicitly stating it.
Overview
9
9
years of professional experience
Work History
Quality Control
Lids
04.2021 - Current
- Conducted quality control measures regularly to ensure compliance with industry standards.
- Implemented quality control measures, monitoring performance metrics to identify opportunities.
- Implemented quality control measures, ensuring consistent delivery of exceptional service to clients.
Customer Service Representative
American Airlines
03.2015 - 07.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Business Administration - Tourism And Travel Management
Universidad Central Del Este
Dominican Republic10.2012
Bachelor -
Santa Rosa De Lima College
Dominican Republic08.2007
Skills
- Quality control assurance
- Statistical Quality Control
- Quality Control and Assurance
- Quality control mastery
- Data Entry
- Customer Relations
- Documentation
- Microsoft PowerPoint
- Coordination
- Microsoft Excel
- Conflict Resolution
- Computer Proficiency
- Problem Resolution
Timeline
Quality Control
Lids
04.2021 - Current
Customer Service Representative
American Airlines
03.2015 - 07.2020
Business Administration - Tourism And Travel Management
Universidad Central Del Este
Bachelor -
Santa Rosa De Lima College