Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Ivette Garcia

Lehigh Acres,FL

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

12
12
years of professional experience

Work History

Eligibility Specialist

Florida Dept of Children and Families
03.2024 - 10.2024
  • Enhanced client satisfaction by providing timely and accurate eligibility determination for various assistance programs.
  • Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
  • Provided exceptional customer service through prompt response times, clear communication channels, and diligent follow-up practices.
  • Resolved discrepancies with client applications to verify eligibility.
  • Evaluated financial documents to accurately assess income levels, assets, expenses, and other relevant factors impacting client eligibility status.

Premium Customer Service

American Airlines
01.2013 - 01.2024
  • Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
  • Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
  • Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.
  • Processed upgrades and standby requests, maximizing revenue opportunities for the airline while accommodating passenger needs.
  • Assisted customers with seat availability, gate announcements and flight status to increase boarding efficiency.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Assisted customers with Spanish-language inquiries in a timely and professional manner.

Education

Master of Arts - Education

Florida Internationa University
Miami, Florida
01.1991

Bachelor of Arts - Mathematics Teacher Education

Florida International University
Miami, FL
07.1988

Skills

  • Data Entry
  • Effective communication skills
  • Microsoft Office
  • Telephone Etiquette
  • Interviewing
  • Critical Thinking
  • Problem-solving abilities
  • De-Escalation Techniques
  • Time management abilities

Languages

Spanish
Full Professional

Timeline

Eligibility Specialist

Florida Dept of Children and Families
03.2024 - 10.2024

Premium Customer Service

American Airlines
01.2013 - 01.2024

Master of Arts - Education

Florida Internationa University

Bachelor of Arts - Mathematics Teacher Education

Florida International University

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Ivette Garcia