Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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HANNAH ALAZAR

Springfield,VA

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Service Specialist/Concierge Specialist

American Airlines
Washington, VA
01.2018 - Current
  • Created and booked reservations,
  • Greet passengers, confirm tickets and board flights,
  • Book and confirm flight reservations (e.g., using the semi-automated business review environment [SABRE], Qantas Intelligent Keypad [QIK]) All
  • Announce information for passengers,
  • Check premium customers in for their flights (e.g., flight changes, rebooking, passport verification swipe)
  • Answer passengers' questions about flight,travel routes,schedules etc.,
  • Give special service for children,elderly and disabled persons,
  • Able to work long hours and irregular operations,
  • Monitor flights to identify boarding times, delays, or disruptions to best accommodate customer needs,
  • Provide premium customer service to all customers,
  • Monitor KeyStar system to arrange appropriate services for customers (e.g., government officials, OneWorld, Concierge Key, FiveStar)
  • Improved customer service wait times to mitigate complaints,
  • Answered inbound calls, chats and emails to facilitate customer service, De-escalated problematic customer concerns, maintaining calm, friendly demeanor,
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks,
  • Documented all interactions with customers accurately in accordance with established protocols.
  • Complete daily shift reports to advise and inform other coordinators of club and/or lounge activities

Surviellance Operator

Live Casino Of Maryland
Baltimore, MD
04.2021 - 05.2022
  • Monitored and tracked suspicious activities in assigned areas using surveillance equipment.
  • Utilized advanced video recording systems to capture footage of criminal activity.
  • Investigated potential security breaches with the use of CCTV cameras.
  • Conducted periodic checks of all surveillance systems, ensuring proper functioning and operation.
  • Documented daily observations and reported any irregularities to the appropriate authorities.
  • Provided assistance during emergency situations such as fire alarms, medical emergencies.
  • Operated specialized software used in monitoring multiple locations simultaneously.
  • Maintained constant communication with other members of the team via radio or telephone while on duty.
  • Observed gaming tables, slots and poker rooms throughout casino via live video feeds.
  • Completed daily log of surveillance observations.
  • Developed log of surveillance observations to track suspicious activity.
  • Used audio-video equipment to observe casino or hotel operations for cheating or theft.
  • Monitored establishment activity to proactively identify suspicious behavior.

Supervisor

MGM National Harbour Hotel
Oxon Hill, MD
02.2018 - 05.2021
  • Ensuring that the hotel is well-maintained by scheduling repairs and maintenance as needed,
  • Coordinating with other departments such as human resources or marketing to streamline operations,
  • Reviewing guest complaints, concerns, or issues in order to make decisions about how to best respond to them,
  • Used financial accounting or spreadsheet software to calculate revenue, sales and expenses.
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Provided ongoing training to address staff needs.

Sales Consultant

General Nutrition Center, GNC
Alexandria, VA
01.2017 - 01.2018
  • Developed strong relationships with clients to grow business networks,
  • Used knowledge of company products and services to recommend solutions to customers,
  • Organized promotional campaigns and incentives programs targeted at specific audiences,
  • Highlighted new products and company promotions during sales pitches,
  • Trained sales team members on company procedures and standards, Maintained accurate records of customer contacts and transactions.
  • Greeted incoming customers and provided expert sales and service to drive revenue.

Education

Bachelor of Science - Business Managment

Unity University
Ethiopia
08.2015

Skills

  • Customer Relations
  • Good Communication Skills
  • Call Centers
  • Excellent Written and Oral Communication
  • Microsoft Office

Certification

Certified Mind Set Coach

Languages

English
Amharic

Timeline

Surviellance Operator

Live Casino Of Maryland
04.2021 - 05.2022

Supervisor

MGM National Harbour Hotel
02.2018 - 05.2021

Customer Service Specialist/Concierge Specialist

American Airlines
01.2018 - Current

Sales Consultant

General Nutrition Center, GNC
01.2017 - 01.2018

Bachelor of Science - Business Managment

Unity University

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HANNAH ALAZAR