Isamary Pagan Fernandez
Dallas,TX
Summary
With a strong foundation in communication and problem-solving skills developed in a fast-paced service environment, this professional has successfully managed and resolved customer inquiries efficiently and effectively. Now seeking to transition into a new field where these skills can be leveraged to enhance team performance and drive customer satisfaction. Possessing extensive knowledge of service delivery and proven multitasking abilities, this dedicated Customer Service professional is committed to maintaining professional relationships aimed at increasing profitability and driving business results. With a strong background in customer interactions and service solutions, excels in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. An effective team collaborator who is adaptable to changing needs and consistently focused on achieving results through efficient and empathetic service.
Overview
5
5
years of professional experience
Work History
Gate agent
Frontier airlines
04.2023 - 12.2024
- Maintained accurate records of flight times, passenger manifests, and baggage information
- Handled luggage tags and distributed them accordingly for each departing flight
- Verified all necessary documentation was present before allowing passengers onto the plane
- Processed ticket changes or cancellations according to established guidelines
- Greeted passengers and provided customer service in a professional manner
- 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.
Dispatcher Office Assistant
X & Y Transport LLC
01.2021 - 05.2022
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Picker Packer
Amazon
05.2021 - 03.2022
- Accurately picked, packed and shipped orders in a timely manner
- Picked customer orders, reviewing for correct number and type of product to eliminate errors
- Maintained organized and clean work area
- Identified and located products within warehouse after reading orders
- Enhanced order accuracy by carefully picking and packing items per customer specifications.
- Printed labels, packaged boxes, and loaded into outbound containers.
Key Carrier
Marshalls tjx
10.2019 - 05.2021
- Utilized time management skills to complete tasks efficiently within deadlines
- Demonstrated excellent customer service and problem-solving skills while managing a team of10 employees in a retail store
- Resolved conflicts between customers or employees through active listening techniques
- Performed daily opening and closing duties including counting the register drawers, restocking shelves, and organizing merchandise displays
- Increased customer satisfaction by addressing and resolving issues promptly, leading to a better shopping experience.
- Boosted sales performance with consistent promotion of products and services to customers during transactions.
Education
High School Diploma -
Birdville High School
North Richland Hills, TX06.2021
Skills
- Passenger assistance
- Travel documentation verification
- Cross-cultural awareness
- Gate announcements
- Ticketing and boarding
- Documentation verification
- Data entry
- Detail-oriented
- Effective communication
- Attention to detail
Customer service
Microsoft office
LANGUAGES
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Gate agent
Frontier airlines
04.2023 - 12.2024
Picker Packer
Amazon
05.2021 - 03.2022
Dispatcher Office Assistant
X & Y Transport LLC
01.2021 - 05.2022
Key Carrier
Marshalls tjx
10.2019 - 05.2021
High School Diploma -
Birdville High School
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