Itzayanna Ayvar-Fuentes
1205 Cherokee St.,Texas
Summary
Dynamic customer service professional with extensive experience at American Airlines, excelling in problem resolution and communication. Proven track record in enhancing customer satisfaction and training staff. Skilled in data entry, proficient in Microsoft Excel and Office. Skilled in conflict resolution, demonstrating adaptability and a strong work ethic to drive operational efficiency and foster positive customer and peer relationships.
Overview
13
13
years of professional experience
Work History
Customer Service Agent
American Airlines
Dallas, TX
01.2017 - Current
- Adapted quickly to menu changes, ensuring accurate information was communicated to customers.
- Trained new staff on operational procedures and customer service best practices, fostering a supportive environment.
- Collaborated with management to identify and implement improvements in order processing efficiency.
- Monitored inventory levels, assisting in supply management to prevent shortages during peak hours.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained staff on operating procedures and company services.
- Trained new personnel regarding company operations, policies and services.
Sales Associate
Metro Pcs
Arlington, TX
03.2015 - 05.2016
- Assisted customers in selecting products, enhancing overall shopping experience.
- Processed transactions efficiently using point-of-sale systems.
- Maintained cleanliness and organization of sales floor and inventory areas.
- Collaborated with team members to meet monthly sales goals consistently.
- Handled customer inquiries and resolved issues promptly to ensure satisfaction.
- Participated in training sessions to improve product knowledge and service skills.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Customer Service Agent
Pizza Hut
Arlington, TX
02.2013 - 11.2014
- Provided exceptional customer service, addressing inquiries and resolving complaints efficiently.
- Processed orders accurately using point-of-sale systems to ensure timely service delivery.
- Assisted team members during busy shifts, promoting collaboration and enhancing workflow efficiency.
- Maintained cleanliness and organization of dining area to enhance customer experience and safety standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
Education
High School Diploma -
Arlington Lamar High School
Arlington, TX05.2013
Skills
- Customer service
- Data entry
- Problem resolution
- Outstanding communication skills
- Call center experience
- Empathetic and genuine
- Active listening
- Customer relations
- Conflict resolution
- Customer complaint resolution
- File management
- Microsoft office suite proficiency
- Relationship building
- De-escalation techniques
- Inbound customer service
- Database research
- Assertiveness
- Typing speed
- Exemplary work ethic
- Information verification
- Information updates
- Account management
- Documentation and reporting
- Multitasking and organization
- Reliability and punctuality
- Team collaboration
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Agent
American Airlines
01.2017 - Current
Sales Associate
Metro Pcs
03.2015 - 05.2016
Customer Service Agent
Pizza Hut
02.2013 - 11.2014
High School Diploma -
Arlington Lamar High School