EVELYN RIVERA
Customer Service Professional
Cocoa,FL
Summary
CUSTOMER SERVICE PROFESSIONAL 20 years of demonstrated success in Customer Service, Strong knowledge of Airline operations and trainings. data entry, administrative support, invoice preparation and filing. Effective and friendly team player who is an independent problem solver with dedication and motivation to succeed while delivering reliable and outstanding customer service. Ability to maintain a high sense of confidentiality, integrity, urgency and dependability. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Central Baggage Lead
JetBlue
Orlando, FL
08.2019 - Current
- Handle all escalated customer complaints.
- Run reports for daily delayed, missing and damaged bags.( average reports 400 daily)
- Answer all incoming emails in nettracer and assign accordingly to claims specialist.
- Upload duty roster for next day schedule.
- Monitor Queue in CMS to ensure call volume is steady.
- Answer emails via our inbound communications portal.
- Supports airports operations crew members.
Central Baggage Assistance Crew
JetBlue
Orlando, FL
11.2017 - Current
- Provide customer service.
- assisted customers with researching missing/damaged baggage.
- Assisted customers with information regarding reimbursement or interim expenses.
- Processed damaged or missing item files.
- conducted outbound call backs to customer to give update on delayed bag files.
Airport Operations Crew
JetBlue
Orlando, FL
03.2013 - 11.2017
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted Customers with check-in and boarding process.
- Assisted customers with rebooking on live cancellations .
- Resolved problems, improved operations and provided exceptional service.
Airports Operations Liasion
JetBlue
Orlando, FL
11.2009 - 03.2013
- Provide crew members information regarding any outstanding trainings.
- Point of contact for new hires: badgeing, training, schedules and tours.
- Planned and conducted trainings for new hires.
- Ensured crew members were in compliance with required training modules.
- Trained and developed new hires to drive efficient performance by teaching and emphasizing key skills, procedures and performance optimization strategies from day one.
- Conducted yearly Jet bridge Certification.
Airports Operations Crew
JetBlue
Westchester County, NY
11.2008 - 11.2009
- Created positive start to passenger trips by greeting passenger and providing seamless check-in and ticketing experience.
- Responsible for restocking all supplies for daily operational function.
- Provided announcements to passengers to explain baggage procedures as well as boarding and informational announcements.
- Boosted customer experiences by delivering superior customer service, issue resolution.
- Assisted with rebooking process for delayed or canceled flight.
Education
High School Diploma -
Walton High School
Walton, NY 09.1995 - 06.1999
Skills
De-escalation techniques
Timeline
Central Baggage Lead
JetBlue
08.2019 - Current
Central Baggage Assistance Crew
JetBlue
11.2017 - Current
Airport Operations Crew
JetBlue
03.2013 - 11.2017
Airports Operations Liasion
JetBlue
11.2009 - 03.2013
Airports Operations Crew
JetBlue
11.2008 - 11.2009
High School Diploma -
Walton High School
09.1995 - 06.1999
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