Julia Kuettner
Chicago,IL
Summary
Professional with proven track record in delivering exceptional customer service and support. Known for strong communication skills, problem-solving abilities, and adaptability in fast-paced environments. Team player with focus on collaboration and achieving results. Proficient in managing client relationships, handling inquiries, and resolving issues efficiently.
Experienced with customer service and support, prepared to bring experience and results-driven approach to new role. Known for fostering team collaboration and delivering consistent, reliable outcomes. Recognized for adaptability and proficiency in handling diverse customer needs.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Lead Sales-Reservations & Services Representative
United Airlines
12.2021 - Current
- Collaborated with team members to ensure seamless communication and consistent service delivery.
- Contributed to process improvements by sharing feedback from customer interactions with management teams.
- Streamlined service processes for quicker response times, leading to improved customer experiences.
- Identified opportunities for upselling products or services, driving revenue growth and business expansion.
- Fostered a positive work environment by actively participating in team-building activities and promoting open communication between colleagues.
Student Affairs - Support Team Lead
University of Pittsburgh
02.2021 - 09.2021
- Reduced response times for student inquiries by optimizing team workflows and communication channels.
- Collaborated with cross-functional teams to address systemic issues affecting overall campus experience.
- Managed workload distribution effectively, ensuring timely resolution of tickets while maintaining a balanced workload for all team members.
- Created a culture of accountability within the support team, encouraging ownership over tasks while driving continuous improvement initiatives.
- Increased first-contact resolution rates by empowering students with necessary tools and resources to resolve concerns promptly.
Corporate Flight Attendant
NetJets Aviation
08.2014 - 10.2020
- Supported business executives'' productivity during flights by setting up private workspaces upon request.
- Utilized knowledge of diverse cultures to bridge communication gaps between passengers and crew, fostering a welcoming atmosphere on board.
- Provided exceptional customer service through attentive listening and prompt resolution of any issues or concerns raised by passengers.
- Delivered personalized meal service to accommodate dietary restrictions and preferences of high-profile guests.
- Conducted post-flight evaluations to identify areas for improvement in both personal performance and overall guest experience.
- Assisted passengers with special needs or requests, ensuring their travel experience was comfortable and enjoyable from start to finish.
International Chief Purser
Norwegian Air International
11.2013 - 08.2014
- Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations.
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
- 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.
- Promoted brand reputation by exhibiting professionalism, friendliness, and attentiveness in every interaction with customers.
- Contributed to company success by consistently achieving high performance ratings for customer service, teamwork, and punctuality.
- Collaborated with fellow crew members to deliver a seamless travel experience for passengers on international flights.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Increased customer loyalty through personalized interactions, promptly attending to concerns, and resolving issues professionally.
Lead Flight Attendant
SkyWest Airlines
09.2011 - 11.2013
- Handled difficult situations professionally, maintaining composure under pressure while providing effective solutions.
- Conducted pre-flight briefings for crew members, ensuring proper understanding of safety protocols and expectations.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Streamlined communication between cabin crew members during flights, enhancing teamwork and collaboration within the team.
- Led efforts towards creating an inclusive atmosphere on board by addressing diverse cultural needs of passengers.
Sales and Marketing Executive
Cendant Philippines
08.2009 - 05.2011
- Established strong relationships with key clients, resulting in repeat business and increased customer satisfaction.
- Analyzed sales and marketing data for improved strategies.
- Increased sales revenue by developing and implementing strategic marketing plans.
- Negotiated favorable contract terms with vendors, resulting in reduced costs and improved profit margins for the company.
- Spearheaded competitive analysis initiatives to inform data-driven decision-making processes in campaign adjustments or product improvements.
- Collaborated with cross-functional teams to create engaging marketing materials that resonated with target audiences.
- Streamlined internal processes for improved team efficiency and productivity.
- Conducted comprehensive market research to identify emerging trends and opportunities for business expansion.
- Managed sales promotions and marketing strategies on major social media sites.
Human Resources Executive
Carnival Cruise Lines
05.2004 - 05.2009
- Managed employee relations issues professionally, resolving conflicts efficiently while maintaining confidentiality at all times.
- Maintained accurate HR records in compliance with applicable laws, ensuring efficient data retrieval when required.
- Conducted thorough internal investigations, addressing employee concerns with fairness and transparency.
- Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management.
- Streamlined HR processes for increased efficiency, reducing paperwork and manual tasks through automation.
Education
MBA - Business
Ateneo De Manila University
Manila, PhilippinesBachelor of Science - Psychology
University of The Philippines
Manila, PhilippinesSkills
- Reliable Performance Standards
- Cross-Selling Proficiency
- Enhanced Customer Sales Strategies
- Service Excellence
- Meticulous Quality Assurance
- Active Listening
- Strong Organizational Skills
- Proficient in Computer Applications
- Strong Communication Skills
- Customer Complaint Resolution
- Collaborative Teamwork
- Up-selling strategies
- Strong work ethic
Certification
- First Aid Certification
- CPR/AED Certification
- OSHA Certified
- Illinois Driver's License
- Social Marketing Certification
- Life Coaching Certification
- International Business and Economics Certification
- Essential Management Skills Certification
- Finance and Accounting Certification
- Human Resource Management Certification
- Strategy and Operations Certification
- Marketing and Communications Certification
Languages
English
Full Professional
German
Full Professional
Timeline
Lead Sales-Reservations & Services Representative
United Airlines
12.2021 - Current
Student Affairs - Support Team Lead
University of Pittsburgh
02.2021 - 09.2021
Corporate Flight Attendant
NetJets Aviation
08.2014 - 10.2020
International Chief Purser
Norwegian Air International
11.2013 - 08.2014
Lead Flight Attendant
SkyWest Airlines
09.2011 - 11.2013
Sales and Marketing Executive
Cendant Philippines
08.2009 - 05.2011
Human Resources Executive
Carnival Cruise Lines
05.2004 - 05.2009
MBA - Business
Ateneo De Manila University
Bachelor of Science - Psychology
University of The Philippines
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