GRETCHEN M DOMINGUEZ
Guaynabo,PR
Summary
Customer-focused professional with a strong background in customer service, recognized for delivering exceptional client support that drives customer satisfaction and loyalty. Demonstrates exceptional communication and problem-solving skills, adept at multitasking to meet diverse client needs. Proven track record of enhancing operational processes to elevate the overall customer experience. Career goals include further developing strategies that foster long-term client relationships and operational efficiency.
Overview
36
36
years of professional experience
Work History
Customer Service Representative
Internal Revenue Services, IRS
GUAYNABO, PR
06.2024 - Current
- Advised delinquent customers on strategies for debt repayment.
- Managed high-volume call lists to contact debtors and secure payments.
- Analyzed customer financial information and determined appropriate payment plans.
- Verified accuracy of account information and updated records accordingly.
- Assisted with customer requests and answered questions to improve satisfaction.
- Assessed customer financial situations to identify hardship cases that required special consideration or alternative repayment options.
- Maintained detailed documentation regarding collection activities, customer conversations, and payment arrangements.
- Maintained confidentiality and adhered to FDCPA regulations during collections.
- Recognized by management for providing exceptional customer service.
- Maintained updated knowledge through continuing education and advanced training.
Airport Customer Service Agent
AMERICAN AIRLINES
MIAMI, FL
08.1989 - 04.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained a high level of professionalism when dealing with difficult customers.
- Responded politely to passenger complaints regarding ticketing and baggage handling.
- Greeted passengers upon arrival and departure, providing ticketing assistance and general information.
- Performed daily opening and closing procedures in accordance with company standards.
- Provided clients with assistance in preparing required travel documents and forms.
- Responded quickly to emergency situations by following appropriate protocols.
- Assisted disabled passengers with special needs throughout their travels.
- Coordinated with airlines regarding flight schedules and other travel-related issues.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Education
Bachelor of Arts - EDUCATION
U. SAGRADO CORAZON
SAN JUANSkills
- Fluent in Spanish and English, both oral and written
- Excellent at problem-solving in a timely manner
- Active listening
- Exceptional Customer Service
- Strong Work Ethic
- Problem solving
- Customer complaint resolution
- Conflict resolution
- Outstanding communication skills
Timeline
Customer Service Representative
Internal Revenue Services, IRS
06.2024 - Current
Airport Customer Service Agent
AMERICAN AIRLINES
08.1989 - 04.2023
Bachelor of Arts - EDUCATION
U. SAGRADO CORAZON
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