Etta Cushman

Cincinnati,OH

Summary

At American Airlines, excelled as an International AAdvantage Resolution Agent, mastering conflict resolution and customer service, enhancing client satisfaction significantly. Leveraged problem-solving and persuasive speaking to navigate and expedite claims processes, ensuring compliance and optimal outcomes. Demonstrated a goal-oriented mindset, achieving high levels of customer retention and satisfaction.

Overview

years of professional experience

Work History

International AAdvantage Resolution Agent

American Airlines

09.1989 - 03.2012

Informed clients of policies and procedures.
Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
De-escalated and resolved customer complaints with punctual, polite and professional service.
Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.

Education

Northern Kentucky University

Highland Heights Kentucky

Diploma -

Villa Madonna Academy

Villa Hills Kentucky

05.1981

Skills

Problem-solving skills

Timeline