Guadalupe Alvarez-Shaw
Phoenix,AZ
Summary
Dedicated customer service professional with over 23 years of experience. Skilled in mentoring new team members, implementing process enhancements, and fostering teamwork. Committed to delivering exceptional customer experiences through effective communication and problem resolution. Sabre and quick software is a big key on my day to day. Biggest goal is to get flights out on time and ensure that customers are satisfied.
Overview
24
24
years of professional experience
Work History
Customer Service Representative Agent
American Airlines
Phoenix, AZ
06.2002 - Current
- Delivered exceptional customer service, resolving inquiries and complaints efficiently.
- Managed complex flight itineraries, ensuring accurate booking and seamless passenger experiences.
- Developed training materials that improved onboarding efficiency for new staff members in customer service roles.
- Mentored new representatives, providing training on systems and customer engagement best practices.
- Implemented process enhancements that reduced response times for customer inquiries by streamlining communication channels.
- Analyzed customer feedback to identify trends, driving improvements in service quality and satisfaction.
- Collaborated with cross-functional teams to enhance operational workflows and improve service delivery.
- Led initiatives to foster teamwork among agents, boosting morale and cooperation within the department.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
- Achieved high service level scores by effectively resolving customer issues during the first contact.
- Supported peers through knowledge sharing, collaboration efforts resulting in an enhanced team dynamic and heightened productivity levels.
- Maintained accurate records of customer interactions using CRM software, ensuring seamless follow-up when needed.
- Collaborated with team members to optimize processes for increased efficiency in handling customer complaints.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Cross-trained and provided backup support for organizational leadership.
Education
High School Diploma -
Workman High School
City Of Industry, CA06-1976
Skills
- Customer focus
- Call center experience
- Building rapport
- Live chat support
- Complaint handling
- Typing speed
- Assertiveness
- Language proficiency
- Customer service
- Administrative support
- Team development
- Data entry
- De-escalation techniques
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative Agent
American Airlines
06.2002 - Current
High School Diploma -
Workman High School