Karen Ramos
Los Angeles,CA
Summary
Experienced customer service and data analytics professional with over 10 years of success in fast-paced, high-demand environments. Known for delivering outstanding customer experiences while identifying trends and efficiencies through data analysis. Skilled in using data to inform service strategies, improve customer satisfaction, and support business goals.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
American Airlines
Los Angeles, CA
11.2021 - Current
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed positive relationships with customers through friendly interactions.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided accurate information about products and services to customers.
- Resolved customer complaints promptly and efficiently.
- Maintained a high level of professionalism when dealing with difficult customers.
Customer Baggage Service Coordinator
LATAM Airlines
, CA
10.2018 - 08.2024
- Developed and maintained relationships with key clients to ensure repeat business.
- Conducted regular meetings with departmental staff to discuss current initiatives and projects.
- Addressed & issued company compensation according to DOT regulations
- Created and maintained data-driven platforms to analyze station performance, enabling informed decision-making during weekly executive meetings.
- Handled customer correspondence related to baggage claims, providing support and updates through calls and emails.
- Processed and reviewed customer claims in accordance with company policies and procedures.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Export Ground Operations Agent
Polar Air Cargo/ A-1 Handling
Los Angeles, CA
02.2021 - 12.2021
- Processed gendec paperwork related to international arrivals and departures such as customs documents, immigration forms .
- Assembled the deaload (load plan) in a timely manner following with max payload for flight.
- Generated NOTOC (Notification to Captain) document listing dangerous goods as per load-plan details.
- Processed and verified airway bills for compliance with shipping regulations.
- Dangerous goods screening for export cargo
Skills
- Customer service
- Data analysis
- Technical support
- Documentation management
- Product knowledge
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Customer Service Representative
American Airlines
11.2021 - Current
Export Ground Operations Agent
Polar Air Cargo/ A-1 Handling
02.2021 - 12.2021
Customer Baggage Service Coordinator
LATAM Airlines
10.2018 - 08.2024
Similar Profiles
Sue RobinsonSue Robinson
Sr Specialist, HRIS Business Process at American Airlines, American Airlines HDQSr Specialist, HRIS Business Process at American Airlines, American Airlines HDQ
Jilleian K. Sessions-StackhouseJilleian K. Sessions-Stackhouse
Human Resources Sr. Specialist, Policy at American Airlines, American Airlines HDQHuman Resources Sr. Specialist, Policy at American Airlines, American Airlines HDQ
DAVID KOBYLARZDAVID KOBYLARZ
Commercial Airline Pilot at Trans World Airlines(TWA) /American AirlinesCommercial Airline Pilot at Trans World Airlines(TWA) /American Airlines
G. Tyler TenbrinkG. Tyler Tenbrink
Director, Talent Acquisition & Development at Piedmont Airlines- American Airlines GroupDirector, Talent Acquisition & Development at Piedmont Airlines- American Airlines Group
Steve SobelSteve Sobel
VP OF CREATIVE DEVELOPMENT/Lead Copywriter at Critical Content/SK Global GroupVP OF CREATIVE DEVELOPMENT/Lead Copywriter at Critical Content/SK Global Group