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
Ethiopia08.2015
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
Certified Mind Set Coach
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