EVA LEONARDA CASTANEDA CRUZ
Fort Lauderdale
Summary
Dynamic customer service professional with extensive experience at USAirways/American Airlines excelling in problem resolution and relationship building. Proven track record of enhancing customer satisfaction through active listening and critical thinking. Recognized for fostering team collaboration and improving service quality, resulting in increased loyalty and repeat business. Diligent with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience. As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills. Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
On Board Courier/ On Call Position
Expedite Plus Logistics Inc
Mississauga, Ontario, Canada
2016 - Current
- Delivered packages promptly while adhering to safety regulations and company policies.
- Maintained accurate delivery logs and records for efficient and secured delivery of each shipment.
- Communicated with dispatch regarding shipment details, transportation conditions for delivery and advicing of potential delays.
Customer Service Supervisor
USAirways/American Airlines
Fort Lauderdale, FL
12.2004 - 09.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Monitored customer feedback to identify areas of improvement in customer experience.
- Managed a team of customer service representatives, ensuring timely resolution of client inquiries and issues.
- Handled escalated customer complaints with empathy and professionalism, resolving issues quickly while maintaining positive relationships with clients.
Customer Service Supervisor
Usairways
Miami, FL
06.1989 - 12.2005
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
Customer Service Supervisor
Usairways/PSA
San Francisco, CA
05.1987 - 06.1989
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
- Fostered a culture of continuous learning amongst employees by providing access to ongoing development opportunities such as workshops or courses relevant to their roles.
- Boosted employee morale with regular feedback sessions, resulting in increased productivity and lower turnover rates.
Part Time Customer Service Representative
USAir
New Orleans, LA
10.1982 - 04.1987
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
Commercial Secretary - Administration, Filing, Shorthand, Typing
Colegio Ciencias Secretariales
Guatemala City, Guatemala, C.A.10.1972
Skills
- Customer service
- Call center experience
- Computer proficiency
- Relationship building
- Problem resolution
- Customer relations
- Data entry, Microsoft Word, Excel
- Critical thinking
- Active listening
- Time management
- Excellent driving skills
- Package handling
Certification
- Certified GSC/Ground Security Coordinator
- Certified CRO/Complaint Resolution Official
LANGUAGES
Spanish - Native or Bilingual
English - Full Professional
Interests
Learning new cooking techniques and expanding my culinary skills, Volunteer Travel, Sharing travel tips, recommendations, and insights with fellow enthusiasts, Travel & sightseeing, Photography, Reading
Timeline
Customer Service Supervisor
USAirways/American Airlines
12.2004 - 09.2016
Customer Service Supervisor
Usairways
06.1989 - 12.2005
Customer Service Supervisor
Usairways/PSA
05.1987 - 06.1989
Part Time Customer Service Representative
USAir
10.1982 - 04.1987
On Board Courier/ On Call Position
Expedite Plus Logistics Inc
2016 - Current
Commercial Secretary - Administration, Filing, Shorthand, Typing
Colegio Ciencias Secretariales