Karla Vega
Louisville,KY
Summary
Proven Customer Support Specialist with a track record of enhancing customer satisfaction and fostering strong relationships, notably at Delta Airlines. Expert in CRM software and bilingual communication (Spanish/English), adept at resolving complex issues and driving process improvements. Achieved significant positive feedback through exceptional complaint handling and customer relationship management skills.
Overview
16
16
years of professional experience
Work History
Customer Support Specialist
Delta Airlines
06.2018 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Customer Support Specialist
Passport Health Plan
03.2009 - 09.2017
- Enhanced member satisfaction by effectively addressing and resolving health plan inquiries and concerns.
- Collaborated with cross-functional teams to identify areas for process improvement, resulting in increased efficiency within the department.
- Served as a subject matter expert on various aspects of health plans during team meetings and training sessions, increasing overall knowledge within the department.
- Assisted in the design and implementation of quality improvement initiatives, resulting in a more streamlined member experience.
- Participated in ongoing training programs to stay current on industry trends, regulations, and best practices for optimal job performance.
- Analyzed data sets related to member utilization patterns, providing valuable insights for future program enhancements.
Education
High School Diploma -
Carrol County High School
05.2007
Skills
- Complaint Handling
- Customer Relationship Management (CRM)
- CRM Software
- Call center experience
- Bilingual in Spanish and English
Timeline
Customer Support Specialist
Delta Airlines
06.2018 - Current
Customer Support Specialist
Passport Health Plan
03.2009 - 09.2017
High School Diploma -
Carrol County High School
Similar Profiles
ROHBIN JOLIZ IDECHONGROHBIN JOLIZ IDECHONG
Customer Service Supervisor at Delta Global Services, Delta AirlinesCustomer Service Supervisor at Delta Global Services, Delta Airlines
Annecia ThompsonAnnecia Thompson
Gate Attendant at Delta Airlines/KLM AirlinesGate Attendant at Delta Airlines/KLM Airlines
Chloe RadewahnChloe Radewahn
Flight Attendant at Delta AirlinesFlight Attendant at Delta Airlines
Lilian VolquezLilian Volquez
Ramp Agent at Delta AirlinesRamp Agent at Delta Airlines
Brittney ValleBrittney Valle
Mentor at SelfMentor at Self