Hi, I’m
Kelly Falls
Burleson,TX
Summary
Customer Service professional with a background in the airline industry handling complex and sensitive issues, providing timely and accurate information in relation to potential DOT service failures, and ensuring customer satisfaction by promptly resolving service issues, fostering loyalty among existing clientele. Demonstrated expertise analyzing and combining data from internal reports to comprehend the customer experience. Effective communicator with an exceptional ability to present information clearly and accurately to management, colleagues, and the general public. Armed with a customer-focused mindset and a passion for working in a team-based environment, eager to enhance customer satisfaction and loyalty through data-driven insights. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
9
years of professional experience
Work History
American Airlines
Customer Relations - International Regulations
01.2020 - 03.2024
Job overview
- Investigate and resolve complaints involving international regulations
- Process payments relating to EC-261, Montreal Convention, Air Passenger Protection Regulations, and other international travel regulations
- Investigate customer complaints using a variety of software systems
- Ensure customer satisfaction by promptly resolving service issues, fostering loyalty among existing clientele
- Collaborate with Customer Relations departments from partner airlines to ensure customers receive a consistent level of service post travel
- Analyzed and combined data from internal reports to comprehend the customer experience as it relates to points of contention
- Maintained excellent quality monitor scores and continuously exceeded all department standards
- Successful in negotiating and retaining over 85% of assigned customers, creating budget-friendly solutions
- Proficient with the use of many company software systems including Sabre, Bag tracking, Refunds, Cognos, Microsoft Office
- Mentored members of International Regulations team, insuring adherence to regulatory policies and procedures
- Provided comprehensive monitoring and coaching, ensuring high-quality performance
- Partner with training department to develop training material for International Regulations New Hires and continuous training.
American Airlines
Social Customer Experience Representative
02.2017 - 01.2020
Job overview
- Engaged with many different types of customers via Twitter and Facebook Answers incoming mentions and direct messages, and quickly resolved any customer experience questions or issues
- Made real-time decisions within a high-volume environment of social mentions, managing the customer in both private and public forums
- Managed brand protection and resolved many sensitive items such as discrimination, and DOT violations
- Used many different tools in a way that benefits our customers, while also collaborating with other departments, including Integrated Operations Center Customer Service Managers (SCSMs), handling sensitive issues that may affect airline integrity
- Rebooked and provided information due to irregular operations, or diversions to high-value customers
- Collaborating with security operations to investigate and act on potential aviation threats
- Managed a high-volume internal platform delegating time sensitive issues to the team based on individual strengths and workload capacity.
American Airlines – DFW Southern Reservations Office
Sales Representative
01.2016 - 02.2017
Job overview
- Connected with a wide variety of different customer types over the phone creating a dynamic experience, while also managing company standards for efficiency, and productivity
- Proficiently managing reservations using AAcORN, SABRE, and DECS
- Providing exceptional customer service to assist clients with reservations and inquiries
- Ensuring accuracy and timeliness in processing requests
- Collaborating with other departments to accommodate special requests or resolve issues
- Maintaining up-to-date knowledge of products, services, and promotions to effectively assist customers
- Handling reservations-related administrative tasks, such as data entry, and record keeping
- Demonstrating strong communication skills in interactions with customers and colleagues.
Advance America Corporation
Manager
04.2015 - 01.2016
Job overview
- Trained Policy and Procedure on many banking functions to a team of 6 team members
- Performed and trained team members for weekly audits, including other offices within the district
- Maintained accurate record keeping for audits with over a 99% pass rate
- Met monthly sales, and financial goals required for each office
- Insured all collection practices were followed according to FDCPA.
Education
American Career CollegeOntario, CA
Medical Assistant Certificate from Medical Assisting
12.2008
Western Governors University
Bachelor’s Business Administration Management-Human Resources
12.2027
Skills
- Customer Relations
- Communication
- Attention to Detail
- Interpersonal Skills
- Training and Mentoring
- Teamwork and Collaboration
- Problem Solving
- Data Analysis
- Data Entry
- Customer Retention
- Accounts Payable
- Customer Relationship Management
- DOT Compliance
- Time Management
- SABRE
- DECS
- Regulatory Compliance
- Microsoft Office
- Excel
- De-Escalation
- Policy and Procedure
- CRM Software
- Complaint resolution
- Data Collection
- Product Knowledge
- Call Management
- Customer Service
- Conflict Mediation
- Computer Proficiency
- Dispute Resolution
- Microsoft Outlook
- Staff Training
- De-Escalation Techniques
- Problem Resolution
- Brand representation
- Call center experience
- Critical Thinking
- Project management abilities
- Customer Relationship Management (CRM)
- Staff education and training
- Quality Control
- Conflict Resolution
- Call Center Operations
Timeline
Customer Relations - International Regulations
American Airlines
01.2020 - 03.2024
Social Customer Experience Representative
American Airlines
02.2017 - 01.2020
Sales Representative
American Airlines – DFW Southern Reservations Office
01.2016 - 02.2017
Manager
Advance America Corporation
04.2015 - 01.2016
American Career College
Medical Assistant Certificate from Medical Assisting
Western Governors University
Bachelor’s Business Administration Management-Human Resources
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