Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Katherine Zaldivar

Moreno Valley,CA

Summary

Over 10 years of Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.

Overview

15
15
years of professional experience

Work History

AAA Customer Service Call Center Agent

American Automobile Association
01.2024 - Current
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • 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.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Responded to customer calls and emails to answer questions about products and services.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.

Call Center Customer Service Supervisor

Alaska Airlines
01.2016 - 01.2022
  • Supervise Gate Agents
  • Deal with passenger enquiries about flight departures and arrivals
  • Check passengers in to their flight
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Provide boarding passes and luggage labels
  • Tell passengers about luggage restrictions
  • Weigh baggage and collect any excess weight charges
  • Take care of unaccompanied children and people with special needs
  • Handle all Customer Care and Customer Service Issues
  • Assisted in the management of a team of customer service representatives, resulting in a positive impact on the company's overall performance
  • Demonstrated strong attention to detail, resulting in a 25% decrease in errors
  • Provided support to senior customer service managers, resulting in a positive impact on the company's overall performance
  • Earned recognition for exemplary customer service through successfully managing product changes across organization
  • Proactively identified customer needs, successfully promoting and cross selling products to support organizational requirements.
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Developed process controls and metrics for daily management of call center.
  • Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.

Flight Attendant

Alaska Airlines
01.2010 - 01.2016
  • Attend to passengers and provide a high level of customer service throughout every flight by greeting each passenger and providing information about airline procedures, seat locations, and in-flight services
  • Maintain all emergency equipment to ensure safety by verifying that fire extinguishers and oxygen systems are in working order, first-aid kits are fully stocked, and all items are easily located
  • Assist passengers in an emergency by announcing and/or demonstrating the use of seat belts, flotation devices, oxygen masks, and emergency exits
  • Prepare the plane for takeoff and landing following standard procedures such as walking the aisles to ensure luggage is stowed securely and all passengers have complied with appropriate federal regulations
  • Conduct periodic trips through the cabin during flights to serve food and beverages, assist passengers with lights, provide pillows and blankets and respond to any questions or requests in a timely and safe manner
  • Prepare detailed reports following every flight including information on departure and destination locations, number of passengers, food and beverage sales, inventories of various hospitality items, condition of all cabin equipment, and accounts of any passenger issues
  • Followed communication procedures, guidelines.
  • Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations.
  • Handled medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
  • Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.

Education

High School Diploma -

Roosevelt Bilingual HighSchool
Los Angeles, CA
06.2003

Skills

  • Customer Relationship Management
  • Proactive Customer Service
  • Quality Assurance
  • Problem Solving
  • Time Management
  • Product Knowledge
  • Conflict Resolution
  • Active Listening
  • Documentation
  • Organizational Skills

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

AAA Customer Service Call Center Agent

American Automobile Association
01.2024 - Current

Call Center Customer Service Supervisor

Alaska Airlines
01.2016 - 01.2022

Flight Attendant

Alaska Airlines
01.2010 - 01.2016

High School Diploma -

Roosevelt Bilingual HighSchool

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Katherine Zaldivar