Felix Orellana
New York
Summary
Skilled in customer service and stress management, I excelled at American Airlines by enhancing customer satisfaction and resolving complaints efficiently. Leveraging empathy and active listening, I fostered strong relationships, notably improving the experience for Concierge Keys and 5 Stars. My adaptability and problem-solving skills contributed to a significant boost in service quality.
Overview
14
14
years of professional experience
Work History
Premium Customer Care Representative
American Airlines
07.2022 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Promoted superior experience customer Service for the Concierge Keys and 5 Stars, assisting them in any flight changes or concerning
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
Customer Care Representative
American Airlines
01.2011 - 07.2022
- Helped large volume of passengers every day with positive attitude and focus on customer service satisfaction.
- Managed high inbound and outbound flights with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted walk-in passengers with questions and orders.
Education
Finance Certificate Program - Accounting And Finance
University of Miami
Miami, FL07-2010
Bachelor of Arts - Accounting
Univerdidad Ricardo Palma
Lima, Peru12-2000
Skills
- Customer service
- Complaint handling
- Relationship building
- Problem resolution
- Product knowledge
- Empathy and patience
- Active listening
- Adaptability and flexibility
- Stress management
Languages
Spanish
Native or Bilingual
Portuguese
Full Professional
French
Elementary
German
Elementary
Timeline
Premium Customer Care Representative
American Airlines
07.2022 - Current
Customer Care Representative
American Airlines
01.2011 - 07.2022
Finance Certificate Program - Accounting And Finance
University of Miami
Bachelor of Arts - Accounting
Univerdidad Ricardo Palma
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