Summary
Overview
Work History
Education
Skills
Timeline
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Elizabeth Wilson

Winston Salem,NC

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

11
11
years of professional experience

Work History

Customer Service Agent

American Airlines
02.2023 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
  • Coordinated closely with other departments to address operational challenges affecting customer experiences smoothly and efficiently.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.

Concierge Key Desk

American Airlines
09.2016 - 02.2023
  • Assisted customers with special needs or requests, demonstrating empathy and understanding in every interaction.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
  • Contributed to a positive work environment by maintaining a professional demeanor at all times.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.

Resolution Service Deak

American Airlines
03.2014 - 09.2016
  • Developed strong relationships with employees to improve interdepartmental collaboration and issue resolution efficiency.
  • Guided team members, providing best practices and approaches to problem-solving in complex situations.
  • Increased first-call resolution while providing excellent customer service.
  • Recognized for outstanding leadership skills, contributing to the overall success of the resolution team.
  • Reviewed historical data trends to drive proactive initiatives aimed at reducing future escalations or recurring issues for customers.

Customer Service Agent

US Airways/ American Airlines
11.2013 - 03.2014
  • Handle incoming phone calls that include booking international itineraries and answering inquires from customers
  • Efficiently handle special requests: assist all customers using knowledge of guidelines, cities served, route maps and schedules, and aircraft types and configurations
  • Be accountable for all scheduled telephone time to meet service level goals
  • Maintain knowledge of company reservation policies
  • Provided customers with information about availability and pricing.
  • Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
  • Processed payments securely while adhering to strict confidentiality guidelines regarding personal financial information.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.

Education

RJ. Reynolds High School
Winston Salem, NC
01.2005

North Carolina School of the Arts
Winston Salem, NC
01.2003

Providence High School
Charlotte, NC
01.2002

Skills

  • Customer Service
  • Problem Resolution
  • Outstanding communication skills
  • Call center experience
  • Problem-Solving
  • Phone Etiquette
  • Sabre
  • Ventana
  • ePNR

Timeline

Customer Service Agent

American Airlines
02.2023 - Current

Concierge Key Desk

American Airlines
09.2016 - 02.2023

Resolution Service Deak

American Airlines
03.2014 - 09.2016

Customer Service Agent

US Airways/ American Airlines
11.2013 - 03.2014

RJ. Reynolds High School

North Carolina School of the Arts

Providence High School

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Elizabeth Wilson