Gerardo Abaunza
Hoffman Estates,IL
Summary
Seasoned Customer Service Trainer adept at developing and implementing training programs in alignment with company objectives. Strengths include imparting product knowledge, fostering team building, enhancing communication skills, and boosting customer satisfaction rates. Previous work has demonstrated significant improvement in employee performance and customer service ratings.
Overview
25
25
years of professional experience
Work History
Customer Service Trainer
United Airlines
Chicago, IL
12.2010 - 06.2024
- Assisted new hires in understanding the company's products and services as well as its mission statement and vision.
- Designed instructional materials such as handouts, slideshows, videos. to support the training program.
- Collaborated with managers to ensure that all staff members are up-to-date on changes in policies or procedures related to customer service.
- Delivered presentations on topics such as conflict resolution, communication skills, active listening., tailored according to the needs of each department.
- Coordinated with other departments within the organization regarding relevant issues concerning customers' experiences with the company’s products or services.
- Explained goals and expectations required of trainees.
- Suggested and offered specific training programs to help workers maintain or improve job skills.
- Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
- Maintained strong knowledge by participating in workshops, conferences, and online education classes.
- Assessed training needs through surveys, interviews with employees or focus groups.
Lead Customer Service Representative
United Airlines
Chicago, IL
01.2003 - 12.2010
- Provided guidance and support to customer service representatives.
- Assisted in resolving escalated customer complaints.
- Maintained up-to-date knowledge of company products and services.
- Handled inquiries from customers regarding product information or services offered.
- Oversaw daily operations of the call center team including scheduling shifts, assigning tasks.
- Provided assistance with the implementation of new customer service technologies.
- Collaborated with stakeholders to develop improved strategies for responding to customers' needs.
- Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
Customer Service Representative
United Airlines
San Francisco, CA
01.1999 - 01.2003
- Answered customer inquiries and provided accurate information regarding products and services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Education
Some College (No Degree) -
Chabot College
Hayward, CA03-1991
Some College (No Degree) -
Skyline College
San Bruno, CA12-1990
GED -
SF Barlett
San Francisco10-1989
Skills
- Staff Training
- Group facilitation
- Orientation and Onboarding
- Virtual Learning Management
- Program Development
- Call Monitoring
- User Support
- New Hire Orientation
- Class Scheduling
- Group Discussion Facilitation
- Job Skill Building
Languages
English
Professional
Spanish
Native/ Bilingual
Affiliations
- I am husband a father enjoy the outdoors a good citizen that loves his community
References
References available upon request.
Timeline
Customer Service Trainer
United Airlines
12.2010 - 06.2024
Lead Customer Service Representative
United Airlines
01.2003 - 12.2010
Customer Service Representative
United Airlines
01.1999 - 01.2003
Some College (No Degree) -
Chabot College
Some College (No Degree) -
Skyline College
GED -
SF Barlett
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