Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Known for successfully handling escalated customer support issues using empathy, persuasive and positive language.
Overview
11
11
years of professional experience
Work History
HOME BASED RESERVATIONS REPRESENTATIVE
American Airlines
06.2022 - Current
Booked, modified and refunded tickets using American Airlines ticketing systems
Solicited rental car, hotels, and credit card services
Managed over 50 customer calls, requests and questions in timely manner
Provided quality customer service in professional manner in accordance with American's guidelines
Provided support to other departments/desks
Customer Service Manager
Walmart
09.2017 - 06.2020
Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Lead Teller
Wells Fargo
03.2014 - 10.2016
Performed basic administrative tasks regarding banking products by handling phone calls, inquiries and emails.
Welcomed customers and offered pleasant service during entire transaction.
Handled cash transactions, balanced cash drawers, performed loan payments and issued cashier's checks.
Lead Customer Service Representative
Convergys
03.2012 - 02.2014
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Trained new employees on company customer service policies and service level standards.
Directed strategic and brand-appropriate marketing initiatives to improve product presentation and maximize sales.
Human Resources Sr. Specialist, Policy at American Airlines, American Airlines HDQHuman Resources Sr. Specialist, Policy at American Airlines, American Airlines HDQ