Enedina Marchant
Kapolei,Hawaii
Summary
Acquire a position as a Sales Support Specialist, combining my customer service experience along with my management skills.
Overview
21
21
years of professional experience
Work History
Global Customer Solutions Specialist
United Airlines
Chicago, IL
10.2020 - Current
- Manage customer claims related to discrimination, harassment and/or other concerns that can impact our brand.
- Support team with recurrent training as well as new hire training.
- Follow customer service policies and procedures to meet organizational standards.
Corporate Customer Care- Executive Services
United Airlines
Chicago, IL
02.2017 - 10.2020
- Enhanced customer satisfaction by resolving inquiries effectively.
- Networked with internal teams to support customer needs.
- Took ownership of customers issues to follow problems through to resolution.
- Assisted with new hire and recurrent training for team.
Customer Care Representative
United Airlines
Honolulu, HI
10.2012 - 02.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted with lead roles and team training.
Lead Reservations Agent
United Airlines
Honolulu, HI
07.2007 - 10.2012
- Support reservation agents by offering product knowledge and problem resolution.
- Ensured compliance with company policies during the reservation process.
- Assist with agent training.
- Implemented Lean Six Sigma methods.
Reservations Agent
United Airlines
Honolulu, HI
08.2003 - 08.2007
- Managed call volume.
- Provided customers with information about availability and assisted with managing travel.
- Provided high level of customer service by using active listening skills.
- Gained knowledge in domestics and international products.
Education
Lean Six Sigma Green Belt Certification - Lean Six Sigma
Corporate College
Westlake, OH10.2008
Completed general requirement courses -
Fresno City College
Fresno, Ca12.1994
Skills
- Accustomed to work at home environment
- Excellent at at time management
- Familiar with various internal programs such as Rascal, Trip Narrative, EZR, Aero, BOLT and more
- Familiar with Microsoft Teams, Excel, Word, and PowerPoint
Additional Information
In the past three years of being employed at United Airlines I’ve enjoyed all my experiences. I knew shortly after being hired that I wanted to make this my career. I believe I can become a greater asset to the company as a Reservations Supervisor for the Honolulu call center. I’ve made it a point to learn and grow in this company. Every opportunity I get to contribute to the success of this office brings me great satisfaction to know I am a productive team player. My cross training in the areas of customer service, operational needs along with mentoring and trading of fellow agents will enhance my ability for this position. It is a personal goal of mine to excel in every position and opportunity that has come my way. Having worked with agents in an individual and a group setting has given me a greater understanding of what this position would entail. I enjoy my job very much and believe I am qualified to help manage and support this office. When I open my personalized gift shop at Wal-Mart, I turned a $5000 investment into a business that had annual gross sales in excess of $75,000 a year. During the two years I owned the business I worked many 16-hour days. After two years of being in business I decided to sell the business and seek out new challenges.
Timeline
Global Customer Solutions Specialist
United Airlines
10.2020 - Current
Corporate Customer Care- Executive Services
United Airlines
02.2017 - 10.2020
Customer Care Representative
United Airlines
10.2012 - 02.2017
Lead Reservations Agent
United Airlines
07.2007 - 10.2012
Reservations Agent
United Airlines
08.2003 - 08.2007
Lean Six Sigma Green Belt Certification - Lean Six Sigma
Corporate College
Completed general requirement courses -
Fresno City College