GLORIA CHAVEZ
Summary
Proactive Complaint Analyst with expertise in conflict resolution, data analysis, and regulatory compliance. Leverages strong communication and problem-solving skills to address and resolve customer complaints, ensuring satisfaction and adherence to industry standards. Committed to delivering efficient and effective solutions that foster positive outcomes.
Overview
7
7
years of professional experience
Work History
Global Complaints & Privacy Complaint Analyst
American Express
09.2025 - Current
- • Conduct second‑level complaint review, research, and resolution within GCC, ensuring high‑quality outcomes and adherence to compliance standards.
- • Drafted clear, coherent documentation for Transactions in Distress, case notes, and procedural updates to support compliance and operational efficiency.
- • Executed account adjustments and coached frontline teams to address repeat issues, improving service quality and customer satisfaction.
- • Manage multiple priorities in a fast‑paced environment while maintaining accuracy, professionalism, and confidentiality.
- • Utilized strong analytical and creative problem-solving skills to effectively resolve escalated customer concerns, enhancing customer experience.
- • Summary: Experienced in escalations, travel policy interpretation, and delivering consistent, high‑quality complaint resolutions.
Travel Consultant
American Express
05.2024 - 09.2025
- Delivered world-class customer service in high-volume travel call environment to enhance customer satisfaction.
- Research, plan, and create personalized travel experiences, through booking domestic and international flights, car and hotel travel arrangements.
- Delivering world-class customer service in an in-bound, high-volume travel call servicing environment.
- Understood customer needs through consultation to provide tailored travel solutions and exceptional interactions.
- Researched, planned, and created personalized travel experiences by booking domestic and international flights, cars, and hotels.
- Always put the Card Member’s experience at the forefront of everything you do, reinforcing the Membership First approach, delivering excellent service and outcomes.
- Adhering to compliance guidelines during every call to ensure company standards are met and the card member is informed of all their needs.
- Communicate new and existing product offerings and value propositions relevant to the Card Member.
Inside Sales Representative
Breezeline
09.2023 - 02.2024
- Handled inbound calls and chats to address customer inquiries and needs.
- Serviced customer accounts by adding, removing, or changing services to ensure satisfaction.
- Used a sales approach to effectively promote and position value of products and services.
- Servicing customer accounts by adding, removing or changing services.
- Handling all inbound calls and chats.
- Navigate through several applications, while collecting and keying important information, work orders, installation details, while keeping information confidential.
Get There Team Specialist
Virgin Voyages
Plantation
02.2023 - 05.2023
- Served as primary contact for guests seeking 'day-of' travel assistance.
- Handled inbound calls and emails, coordinating with departments to resolve guest needs.
- Assisted guests with flight cancellations and delays, and managed lost luggage.
VIP Coordinator
Virgin Voyages
Miami
10.2022 - 02.2023
- Handling all sailors' questions or concerns who are booked in Rockstar or Mega rockstar cabins.
- Handle all data entry for sailors in their upcoming reservations.
- Constantly verifying and updating any changes.
- Handling inbound and outbound calls, reaching daily quotas for worked cases and assisting with special projects for all ship matters.
Guest Experience Coordinator
Norwegian Cruise Line
Miami
01.2021 - 10.2022
- Managed all post customer related matters for all ships.
- Helping increase or renew customer satisfaction and goodwill.
- Constantly communicating with shoreside and shipside departments through a variety of means by telephone, or e-mail correspondence and alerts teams of current trends, problem areas.
- Recommended resolutions and preventative measures.
- Constantly tracking files and follow-up on items; prioritize files of a sensitive nature.
- Issue compensation such as amenities, cruise credits, onboard credits, check requests, credit card refunds within established guidelines to resolve customer inquiries.
- Meticulously tracked and prioritised sensitive files, ensuring timely follow-ups and maintaining high standards of customer service excellence.
Cruise Specialist
Norwegian Cruise Line
Miami
09.2019 - 01.2021
- Servicing calls by assisting guests and answering questions according to service guidelines and keeping the department quality assurance.
- Offering a step-by-step guide to guest and travel agents on booking reservations for their vacation of their dreams in a timely manner to satisfy caller expectations and maximizing revenue.
Education
HIGH SCHOOL DIPLOMA -
Miami Jackson SHS
Skills
- Regulatory adherence
- Complaint resolution
- Incident management
- Customer feedback
- Customer service
- Salesforce
- Workday
- Voice analytics
- Data visualization
- Performance metrics
- Negotiationng
- Voice analytics
- Conflict resolution
- AI assistant
- Complaint resolution
Languages
- English, Native
- Spanish, Native
Timeline
Global Complaints & Privacy Complaint Analyst
American Express
09.2025 - Current
Travel Consultant
American Express
05.2024 - 09.2025
Inside Sales Representative
Breezeline
09.2023 - 02.2024
Get There Team Specialist
Virgin Voyages
02.2023 - 05.2023
VIP Coordinator
Virgin Voyages
10.2022 - 02.2023
Guest Experience Coordinator
Norwegian Cruise Line
01.2021 - 10.2022
Cruise Specialist
Norwegian Cruise Line
09.2019 - 01.2021
HIGH SCHOOL DIPLOMA -
Miami Jackson SHS