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
23
23
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
Positive Attitude
Customer service and care
Problem-Solving
Customer service abilities
Relationship Building
Organizational Skills
Goal-oriented mindset
Clear Communication
Customer Complaint Resolution
Customer needs determination
Documenting information
Ensuring customer satisfaction
Flexible Schedule
Information documentation
Conflict Resolution
Persuasive Speaking
Public Speaking
Polite communication skills
Sales closing
Timeline
International AAdvantage Resolution Agent
American Airlines
09.1989 - 03.2012
Northern Kentucky University
Diploma -
Villa Madonna Academy