Frances Adorno
Las Vegas,USA
Summary
Highly driven and versatile employee eager to add value to any team with my dynamic skills. I exhibit a solid history of customer service and management with 8+ years in a wide range of companies. Seeking a position in a positive and stable environment that will promote success and personal growth.
Highly skilled Retail Customer Service Representative with solid background in managing customer inquiries, resolving complex issues, and enhancing customer satisfaction. Strengths include strong communication skills, problem-solving abilities, and adaptability to changing retail environments. Proven track record of going above and beyond to ensure outstanding service experiences for customers, resulting in repeat business and positive brand reputation.
Overview
9
9
years of professional experience
Work History
Retail Customer Service
Ttec
Las Vegas, USA
01.2025 - Current
- Company Overview: Third party for Bank of America
- Third party for Bank of America
- Resolved customer complaints in a timely manner by providing excellent customer service.
- Resolved customer complaints regarding faculty services in an efficient manner.
- Communicated effectively with customers regarding service expectations prior to beginning work.
- Provided customer service by answering phone calls, emails, and other communications from clients.
- Resolved customer service issues as needed in an effort to maintain positive relationships with clients.
- Displayed excellent customer service skills while interacting with guests from various backgrounds and cultures.
Airline Guest Services
Swissport
Las Vegas, USA
07.2024 - 01.2025
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
Inside Sales Representative
Lansing Building Products
Orlando, USA
07.2023 - 03.2024
- Maintained detailed records of all sales activities, including calls, meetings, and follow-ups.
- Participated in regular sales training sessions to stay updated on industry trends and best practices.
- Responded promptly to customer inquiries, ensuring high level of satisfaction.
- Achieved monthly quotas for both revenue generation and lead conversion rates.
Passenger Service Agent
Airport Terminal Service
Orlando, USA
07.2021 - 06.2023
- Monitored flight status updates on computer systems in order to provide accurate information to passengers.
- Kept carrier in compliance with federal, state and municipal air travel requirements.
- Operated ticketing systems to calculate fares, process payments, and issue refunds for cancellations or changes.
- Trained new Passenger Service Agents on company policies, customer service techniques, and reservation software usage.
Team Leader
Chick-fil-a
Orlando, USA
08.2016 - 12.2020
- Supervised teams and individuals, giving feedback on performance and setting goals for improvement.
- Coached new employees struggling with specific tasks.
- Monitored team operations and workflow during busy periods, making adjustments to improve pace.
- Trained new employees and provided ongoing support.
- Set clear expectations for team members regarding their responsibilities.
Education
DIPLOMA -
Cypress Creek High School
Skills
- Fare computing
- Security Screenings
- Baggage handling
- Computer Terminal Operations
- FAA Regulations
- Coordinating schedules
- Complaint resolution
- Problem solving
- Effective communication
- Customer Service Management
- Ticketing
- Time-management
- Strategic
- Finance
- Risk-management
- Communication
- Analytical
- Problem-solving
- Mentoring
- Sales strategies
- Customer issue resolution
- Positive attitude
- High-pressure situation management
Professional Attributes
- Skilled in handling high-volume customer interactions while maintaining a positive and professional demeanor.
- Experienced in training and mentoring new team members in customer service best practices and sales strategies.
- Proficient in utilizing effective communication skills to resolve customer issues and exceed service expectations.
- Skilled in addressing customer inquiries and resolving issues promptly to maintain a positive travel experience.
- Fluent in multiple languages, allowing effective communication with diverse clientele.
- Recognized for strong problem-solving abilities and a positive attitude in high-pressure situations.
Timeline
Retail Customer Service
Ttec
01.2025 - Current
Airline Guest Services
Swissport
07.2024 - 01.2025
Inside Sales Representative
Lansing Building Products
07.2023 - 03.2024
Passenger Service Agent
Airport Terminal Service
07.2021 - 06.2023
Team Leader
Chick-fil-a
08.2016 - 12.2020
DIPLOMA -
Cypress Creek High School