Heather Trevino
Grand Prairie,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Knowledgeable and dedicated customer service professional with extensive experience in American Airlines policy and program requirements. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
16
16
years of professional experience
Work History
AAdvantage Customer Service - Proactive Sales Team
American Airlines
08.2023 - Current
- Exceeded monthly sales targets consistently and individual performance metrics while contributing positively to overall team success.
- Maintained extensive knowledge of the company''s product offerings to effectively address client inquiries and concerns.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
AAdvantage Customer Service - Email Team
American Airlines
04.2022 - 08.2023
- Improved customer satisfaction by promptly addressing and resolving email inquiries.
- Enhanced response times for customer emails through efficient organization and prioritization of tasks.
- Maintained comprehensive knowledge of company products, policies, and procedures to provide accurate information to customers.
- Achieved high levels of customer satisfaction through empathetic communication and creative problem-solving skills.
- Upheld strict privacy standards when handling sensitive data contained within emails, ensuring confidentiality was maintained at all times.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
AAdvantage Customer Service - Live Chat Team
American Airlines
06.2021 - 04.2022
- Managed multiple chat windows, up to 4 separate chats simultaneously while ensuring each interaction received personalized attention.
- Resolved customer complaints effectively, resulting in increased customer loyalty and retention.
- Met or exceeded performance metrics for response time, issue resolution, and customer satisfaction ratings regularly.
- Maintained up-to-date knowledge of company products, services, and policies to provide accurate information to customers.
- Handled high-volume chat interactions during peak hours while maintaining a professional demeanor at all times.
- Utilized strong problem-solving skills to troubleshoot technical issues and provide solutions that met customer needs.
- Adapted communication style according to individual customer preferences, creating a tailored support experience.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
AAdvantage Customer Service
American Airlines
02.2014 - 06.2021
- Improved customer satisfaction by consistently resolving issues in a timely and professional manner.
- Maintained excellent customer service standards by adhering to company policies and procedures at all times.
- Provided personalized support to customers, demonstrating empathy and understanding of their needs or concerns.
- Contributed to team success by consistently meeting or exceeding individual performance targets for key metrics such as call quality, handle time, and resolution rates.
Client Services Representative
Barrett Burke Wilson Castle Daffin & Frappier LLP
04.2008 - 11.2013
- Responsible for completing a wide range of tasks assisting in multiple departments as needed.
- Tasks included in-bound file set-up, file proofing to ensure accuracy of information, loan modifications, completing daily tasks in multiple vendor systems, complying with client requests in a timely manner.
- Assisted in the calculating and entering of bids for monthly foreclosure sale, requesting approval of files from clients in order to proceed to foreclosure sale each month.
- This was an at-home remote position for this company for the entirety of the job and all tasks were handled professionally and in a timely fashion with little or no supervision required.
Education
Real Estate License - Real Estate
Leonard Hawes Real Estate School
Arlington, TX2000
High School Diploma -
South Grand Prairie High School
Grand Prairie, TX05.1993
Skills
- Problem Solving
- Positive Attitude
- Adaptability
- Effective Communication
- Telephone Etiquette
- Product Knowledge
- Multitasking
- Sales Transactions
- Understanding Customer Needs
Timeline
AAdvantage Customer Service - Proactive Sales Team
American Airlines
08.2023 - Current
AAdvantage Customer Service - Email Team
American Airlines
04.2022 - 08.2023
AAdvantage Customer Service - Live Chat Team
American Airlines
06.2021 - 04.2022
AAdvantage Customer Service
American Airlines
02.2014 - 06.2021
Client Services Representative
Barrett Burke Wilson Castle Daffin & Frappier LLP
04.2008 - 11.2013
Real Estate License - Real Estate
Leonard Hawes Real Estate School
High School Diploma -
South Grand Prairie High School
Similar Profiles
Sue RobinsonSue Robinson
Sr Specialist, HRIS Business Process at American Airlines, American Airlines HDQSr Specialist, HRIS Business Process at American Airlines, American Airlines HDQ
Jilleian K. Sessions-StackhouseJilleian K. Sessions-Stackhouse
Human Resources Sr. Specialist, Policy at American Airlines, American Airlines HDQHuman Resources Sr. Specialist, Policy at American Airlines, American Airlines HDQ
G. Tyler TenbrinkG. Tyler Tenbrink
Director, Talent Acquisition & Development at Piedmont Airlines- American Airlines GroupDirector, Talent Acquisition & Development at Piedmont Airlines- American Airlines Group
Michele Dresback TognoMichele Dresback Togno
Flight Attendant at Envoy Airlines Regional For American AirlinesFlight Attendant at Envoy Airlines Regional For American Airlines
Rolonda EmeryRolonda Emery
Paraprofessional/Medical Aide at International Leadership of TexasParaprofessional/Medical Aide at International Leadership of Texas