Enmanuel Roman
Elmhurst,NY
Overview
5
5
years of professional experience
Work History
Passenger Service Agent
Latam Airlines
Queens, NY
08.2023 - 04.2024
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
Customer Care Specialist
Maxsip Telecom
Valley Stream, NY
02.2023 - 05.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified accuracy of customer account information and updated when necessary.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Took ownership of customers issues to follow problems through to resolution.
Customer Service Representative
Walgreens
Manhattan, NY
02.2019 - 11.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
High School Diploma -
Instituto De Estudios Avanzados
Santiago 2001
Skills
- Passenger Assistance
- Customer Service Management
- Baggage handling
- Strong Organization
- Check-in procedures
- Airline Policies
- Ticketing knowledge
Languages
Spanish
Native or Bilingual
Portuguese
Native or Bilingual
Italian
Professional Working
English
Native or Bilingual
Timeline
Passenger Service Agent
Latam Airlines
08.2023 - 04.2024
Customer Care Specialist
Maxsip Telecom
02.2023 - 05.2023
Customer Service Representative
Walgreens
02.2019 - 11.2022
High School Diploma -
Instituto De Estudios Avanzados