Jennifer Escalante
Spring,TX
Summary
Dynamic professional with a proven track record at United Airlines, excelling in crisis management and exceptional communication. Spearheaded initiatives that significantly enhanced customer satisfaction and streamlined cross-departmental cooperation. Skilled in multilingual communication and customer complaint resolution, demonstrating a goal-oriented mindset and a deep understanding of industry dynamics.
Knowledgeable with background in premium customer service, ensuring client satisfaction through effective problem-solving and personalized attention.
Overview
27
27
years of professional experience
Work History
Premium Services Representative
United Airlines
01.1998 - Current
- Conducted regular follow-ups with premium members, ensuring their needs were met and any issues were resolved quickly.
- Took part in training initiatives aimed at enhancing product knowledge among team members for improved client support.
- Maintained comprehensive knowledge of products and services offered, assisting clients in making informed decisions.
- Played an instrumental role in the implementation of new policies and procedures aimed at enhancing overall customer satisfaction.
Customer Service Lead
United Airlines
01.1998 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
International Coordinator
United Airlines
01.1998 - Current
- Liaised between multiple departments to facilitate seamless cooperation on global initiatives and document travel irregularities.
- Improve passenger experience by creating detailed reports analyzing the performance of past initiatives which informed future planning.
- Streamlined communication processes for improved efficiency in handling cross-cultural and foreign travel document interactions.
- Maintained accurate records and documented disciplinary actions.
Education
Bachelor of Arts - Digital Communications And Media
University of Houston
Houston, TX05-2000
Skills
- Exceptional communication
- Email etiquette
- Crisis management
- Goal-oriented mindset
- Multilingual communication
- Customer complaint resolution
- Department operations
- Travel coordination
- Brand representation
- Industry awareness
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by emailing or handwriting personal follow-ups.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Recognized as Employee of the Month for handling intense situations with poise and compassion.
Languages
Spanish
Native or Bilingual
Timeline
Premium Services Representative
United Airlines
01.1998 - Current
Customer Service Lead
United Airlines
01.1998 - Current
International Coordinator
United Airlines
01.1998 - Current
Bachelor of Arts - Digital Communications And Media
University of Houston
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