Jesus Perez Feliciano
Fort Worth,TX
Summary
Personable and dedicated Customer Service Representative with almost 5 years of experience in the customer care industry. Solid team player with positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Customer Service Agent
American Airlines
Fort Worth, TX
11.2021 - Current
- Provided customer service to travelers in the form of answering questions, resolving complaints, and providing directions.
- Trained new staff members on proper customer service techniques and policies.
- Provided clients with assistance in preparing required travel documents and forms.
- Scheduled ground transportation for arriving passengers when necessary.
- Assisted with baggage check-in and tagging for customers.
- Processed payment transactions utilizing point of sale systems.
- Processed various forms of payment and applied travel vouchers to help customers obtain tickets.
- Built and maintained productive relationships with employees.
- Operated various computer programs related to customer service operations.
Reservations Representative
American Airlines
Fort Worth, TX
06.2021 - 11.2021
- Adhered to company policies and procedures while handling guest requests and inquiries.
- Resolved customer complaints quickly and efficiently by taking appropriate action or referring them to a supervisor as necessary.
- Provided clients with assistance in preparing required travel documents and forms.
- Researched and resolved customer issues.
- Informed customers about applicable discounts or promotional offers available for their stay.
- Responded promptly to customer inquiries, concerns, and complaints.
- Answered incoming calls from potential customers in a timely manner.
- Processed various forms of payment and applied travel vouchers to help customers obtain tickets.
- Processed payment transactions accurately and efficiently.
- Relayed information on availability, pricing and discounts to customers.
Customer Service Agent
Envoy Air Inc.
Fort Worth, TX
09.2019 - 06.2021
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Performed administrative duties such as filing paperwork or entering data into computer systems.
- Assisted disabled passengers or those requiring special attention during their travel experience.
- Monitored gate area for unauthorized personnel access attempts.
- Processed payments for tickets, baggage fees, and other services.
- Facilitated communication between airline crew members and ground staff regarding updates on flight status changes.
- Answered customer inquiries regarding flight schedules, destinations, fares, and regulations.
- Inspected passenger documents prior to issuing boarding passes and checked for accuracy of flight details.
- Maintained logs of all departing flights including number of passengers boarded and any irregularities that occurred during the process.
- Resolved customer complaints quickly and efficiently.
Team Lead
Carolina Logistics Services
Grand Prairie, TX
03.2018 - 09.2019
- Conferred with other supervisors to coordinate operations and activities within or between departments.
- Ensured compliance with company policies and procedures throughout the team.
- Documented production levels and materials used to keep management informed.
Education
High School Diploma -
Trinity High School
Euless, TX05-2017
Skills
- Case Management
- Customer Service
- Customer Relations
- Adaptability
- Team Work
Languages
Spanish
Native/ Bilingual
Timeline
Customer Service Agent
American Airlines
11.2021 - Current
Reservations Representative
American Airlines
06.2021 - 11.2021
Customer Service Agent
Envoy Air Inc.
09.2019 - 06.2021
Team Lead
Carolina Logistics Services
03.2018 - 09.2019
High School Diploma -
Trinity High School