Keineka Torres
San Diego,CA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals. Offering 6 years of experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
United Airlines
San Antonio, TX
07.2024 - 12.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience
- Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes
- Provided exceptional customer service with empathetic listening and effective problem-solving skills
- Fostered a welcoming environment at the gate area by engaging in friendly conversations with travelers and attending promptly to their concerns
- Collaborated with team members to achieve high levels of performance in demanding situations
- Worked effectively in fast-paced environments
- Skilled at working independently and collaboratively in a team environment
- Proven ability to learn quickly and adapt to new situations
- Excellent communication skills, both verbal and written
- Worked well in a team setting, providing support and guidance
- Demonstrated respect, friendliness and willingness to help wherever needed
Customer Service
American Airlines
01.2022 - 01.2024
- Greeting customers when they enter at the airport and arrive at ticket counter or kiosk
- Assist customers to check in, change reservations, buy tickets, board passengers, and verifying documents
- Adhere to company policies when performing clearance and verification of documents
- Assist customer locate delayed baggage and report damages
- Assure baggage claim area is clean and organized with customer claims
- Board passengers in a safe and timely manner, as well as assisting in seat upgrades, changes, and information
- Able to move baggage on the ramp and into plane bin
- Work through mandatory overtime when delays happen
- Help in multiple departments if short staffed
Sales Associate
Navy Exchange
01.2020 - 01.2022
- Engaged with customers to effectively build a lasting relationship
- Helped customers locate products they were looking for and alternative products if none were available
- Properly processed returns, exchanges, and transactions
- Evaluated inventory to optimize customer demands
- Provided training with new employees as well as group leader when no management is available
- Organized racks and shelves to maintain store visual appeal
Ticket Agent
Florida Guest Services
01.2019 - 12.2019
- Provided customer support to internal and external customers
- Sought out training opportunities to enhance customer relationships and boost satisfaction scores
- Adhered to company policies and scripts to constantly achieve quality standards
- Assisted customers in vacation plans based on their needs
- Sought out options to adhere with customer satisfaction
Sales Associate
Piercing Pagoda of Zale
01.2018 - 12.2019
- Assisted customers with product questions, selections, and purchases including in store and e-service transactions
- Helped complete purchases, locate items, and join reward programs
- Maintained a clean sales floor and organized merchandise
- Approached each problem with fresh mind and analytical strategies to resolve concerns
- Processed sales, exchanges, and returns
- Explain promotional offers as well potential protection plans available meeting sale targets
Education
High school diploma -
Osceola High School
01.2018
Skills
- Bilingual
- Multi-tasking
- Relationship building
- Problem-solving skills
- Great under pressure
- Adaptable
- Critical thinking
- Professional
- Multitasking and organization
- Calm demeanor
References
- Zulivette Rodriguez, 407-922-4699, Zulivette2002@gmail.com
- Juan Aranguren, 407-920-9694, nicolasaranguren08@gmail.com
Middleinitial
K
Languages
Spanish
Native/ Bilingual
Timeline
Customer Service Representative
United Airlines
07.2024 - 12.2024
Customer Service
American Airlines
01.2022 - 01.2024
Sales Associate
Navy Exchange
01.2020 - 01.2022
Ticket Agent
Florida Guest Services
01.2019 - 12.2019
Sales Associate
Piercing Pagoda of Zale
01.2018 - 12.2019
High school diploma -
Osceola High School
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