Flora Aviles
San Antonio,TX
Summary
Accomplished Customer Service Representative and Shift Leader with a proven track record at Southwest Airlines, excelling in high-stress situations and enhancing customer loyalty through empathetic conflict resolution. Skilled in team leadership and training, with advanced knowledge of Amadeus and exceptional communication abilities, consistently fostering an inspiring team atmosphere and optimizing customer experiences.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Southwest Airlines, SWA
San Antonio, TX
08.2016 - 05.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Barista, Shift Leader
Starbucks
Austin, TX
09.2012 - 08.2016
- Trained employees on delivering exceptional guest experiences and assigned duties.
- Identified team weak points and implemented corrective actions to resolve concerns.
- Oversaw day-to-day activities of 4-6 employees in a coffeehouse and food establishment, fostering inspiring atmosphere to optimize employee experiences.
Education
Associate of Science - Health Administration
Brown Mackie College
San Antonio, TXHigh School Diploma -
Lee High School
San Antonio, TXSkills
- Customer service skills
- Communication skills
- Call center experience
- Marketing and sales skills
- Verbal skills
- Written skills
- Organizational skills
- Advanced knowledge of Amadeus
Timeline
Customer Service Representative
Southwest Airlines, SWA
08.2016 - 05.2024
Barista, Shift Leader
Starbucks
09.2012 - 08.2016
Associate of Science - Health Administration
Brown Mackie College
High School Diploma -
Lee High School