Gloria Nelson
Dallas,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
ExpressJet Airlines
03.2020 - 09.2022
- Assisted passengers with check-in procedures, ticketing, and luggage inquiries
- Resolved customer issues promptly, maintaining a positive demeanor even in high-pressure situations
- Coordinated with gate agents and baggage handlers to ensure timely boarding and departure
- Recognized for exceptional customer service with a 98% satisfaction rate
Gate Agent
Trans States Airlines
05.2017 - 04.2020
- Managed boarding processes, ensuring compliance with airline policies and safety regulations
- Communicated with passengers regarding flight updates, delays, and gate changes
- Trained new employees on gate operations and customer service standards
- Awarded 'Employee of the Month' twice for excellent performance and teamwork
Gate Agent
Compass Airlines
06.2018 - 03.2020
- Managed boarding processes, ensuring compliance with airline policies and safety regulations
- Communicated with passengers regarding flight updates, delays, and gate changes
- Trained new employees on gate operations and customer service standards
- Awarded 'Employee of the Month' twice for excellent performance and teamwork
Education
Bachelor of Arts - Communication Studies
University of Texas at Austin
Austin, TX05.2020
High School Diploma -
Osseo High School
Osseo, MN06.2009
Skills
- Customer Service
- Communication
- Safety & Compliance
- Creative problem solving
- De-escalation techniques
- Client relations
- Punctuality and reliability
- Critical thinking
- Time management
Timeline
Customer Service Representative
ExpressJet Airlines
03.2020 - 09.2022
Gate Agent
Compass Airlines
06.2018 - 03.2020
Gate Agent
Trans States Airlines
05.2017 - 04.2020
Bachelor of Arts - Communication Studies
University of Texas at Austin
High School Diploma -
Osseo High School
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