Summary
Friendly Customer Service Agent with proficiency in interacting effectively by telephone and in person with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Offering 35+ years of experience in the airline industry.
Proficient knowledge in reservations, ticketing, baggage, freight.
Overview
41
41
years of professional experience
Work History
Retail Customer Associate
TJ Maxx Dept Store
10.2017 - Current
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided product and service recommendations to guide customers on products to meet varying needs.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Costco Travel
Costco Travel
06.2015 - 08.2015
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
Customer Service Agent
Alaska Airlines
05.1983 - 03.2005
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls to answer questions about products and services.
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Adapted to new applications and maintained knowledge of current technologies.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
Customer Service Agent
Alaska Aeronautical Industries
05.1982 - 05.1983
- Helped large customers every day with positive attitude and focus on customer satisfaction.
- Communicated with clients regarding account services, statements, and balances.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Addressed customer service and concerns if a flight was delayed due to weather or mechanical issues.
Education
No Degree - Accounting
Skills
- Customer Retention Strategies
- Exceptional Communicator
- Multi-Line Phone Systems
- Monetary Transactions
- Reading Comprehension
- Complaint Escalation
- Effective Working Relationships
- Inbound and Outbound Calling
- Maintaining Clean Work Areas
- Document and Records Management
- Effective Customer Communication
Affiliations
DAR Daughters of the American Revolution.
Additional Information
My last five years with Alaska Airlines, I worked at the Bellevue Ticket Office. At the Bellevue location; I created reservations and ticketed complex domestic and international itineraries. Problem solved with customer service complaints.
Prior to Bellevue, I worked the departure gates with overbooked/oversold flights.
I worked multi-phone lines at Seattle Cargo.
At Seattle Cargo, I was Hazardous Materials qualified that enabled me to inspect shipments for restricted articles.
In Oakland, I was a Customer Service Supervisor.
Additionally, I would like to add that I worked for Holland America Cruise Lines as a seasonal Operations Agent summer of 2005.
My duties involved answering phone calls, booking airline travel to and from their departure city to their cruise city.
Recommendations for their hotel stay if needed to embark the cruise ship.
Timeline
Retail Customer Associate - TJ Maxx Dept Store
10.2017 - Current
Costco Travel - Costco Travel
06.2015 - 08.2015
Customer Service Agent - Alaska Airlines
05.1983 - 03.2005
Customer Service Agent - Alaska Aeronautical Industries
05.1982 - 05.1983
Cascade College of Commerce (Whatcom CC) - No Degree, Accounting
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