Summary
Overview
Work History
Education
Skills
Timeline
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Heather Larribas

Kissimmee,FL

Summary

Proven track record in enhancing customer satisfaction and loyalty, notably at United Airlines, through exceptional problem-solving and active listening skills. Expert in customer relations and data entry, I significantly improved repeat business and streamlined operations. My approach combines critical thinking with a results-driven mindset, fostering both client and staff relationships for optimal business performance.



Overview

17
17
years of professional experience

Work History

Customer Service Representative

United Airlines
08.2022 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Gate Agent
  • Processed upgrades and standby requests, maximizing revenue opportunities for the airline while accommodating passenger needs.
  • Demonstrated strong knowledge of airline policies and procedures to ensure seamless gate operations.
  • Assisted customers with seat availability, gate announcements and flight status to increase boarding efficiency.
  • Coordinated closely with ramp agents to ensure proper loading of baggage onto aircrafts according to weight limits.
  • Assisted passengers with special needs, ensuring a comfortable and hassle-free travel experience.
  • Handled baggage discrepancies effectively, reuniting lost luggage with owners quickly and accurately.
  • Assisted customers with ticketing and baggage check-in requirements.

Administrative Assistant

Cal-Am Properties
10.2021 - 05.2022
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
  • Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.

Owner/Operator

Sassy Suntan Inc.
10.2007 - 05.2021
  • Managed day-to-day business operations.
  • Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
  • Increased customer satisfaction by providing high-quality services and timely communication.
  • Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
  • Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
  • Ensured compliance with relevant regulations, maintaining proper documentation and licensing requirements.
  • Developed and implemented successful marketing strategies, resulting in increased brand awareness and customer base.
  • Developed business plan, processes and procedures to provide superior [Product or Service] to customers.
  • Cultivated a positive work environment, leading to higher employee retention rates and overall job satisfaction.
  • Negotiated contracts with vendors to secure favorable terms for the business.
  • Trained and motivated employees to perform daily business functions.
  • Developed and nurtured lasting customer relationships by projecting professional corporate image and responding quickly to logistical and scheduling issues.
  • Facilitated open communication channels among staff members, promoting teamwork for enhanced performance.

Education

No Degree - Human Resources

Devry University
Grand Rapids, MI
06.1999

High School Diploma -

Big Rapids High School
Big Rapids, MI
06.1990

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Customer Relations
  • Computer Proficiency
  • Money handling abilities
  • Conflict Resolution
  • Complaint Handling
  • Payment Processing
  • Client Relations
  • Scheduling
  • Appointment Scheduling
  • Administrative Support
  • Staff Training
  • Clerical Support
  • Filing
  • Coordination
  • Sales expertise
  • Staff education and training
  • Retail store support

Timeline

Customer Service Representative

United Airlines
08.2022 - Current

Administrative Assistant

Cal-Am Properties
10.2021 - 05.2022

Owner/Operator

Sassy Suntan Inc.
10.2007 - 05.2021

No Degree - Human Resources

Devry University

High School Diploma -

Big Rapids High School

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Heather Larribas