Cindy Chan Detvongsa
San Diego,CA
Summary
Dedicated Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve internal and external customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
United Airlines
San Diego, California
09.2023 - Current
- Maintained a high level of professionalism when dealing with difficult customers.
- Maintained up-to-date knowledge of airline rules and regulations related to ticketing services.
- Issued tickets with correct information regarding flight times, destinations, and seat assignments.
- Assisted in troubleshooting problems encountered during the check-in process at airports or other locations.
- Utilized computer software programs for booking flights and managing reservations.
- Maintained knowledge of current flight schedules for all airlines served by the company.
Customer Service Agent/Supervisor
Hallmark Aviation Services For Lufthansa/Edelweiss
San Diego, CA
02.2019 - Current
- Guided new hires through orientation and onboarding and explained documentation requirements to facilitate HR process.
- Attended meetings, training and activities to enhance skills and credentials.
- Monitored employee productivity to provide constructive feedback and coaching.
- Coordinated employee schedules according to shift changes and availability.
Customer Service Supervisor
ATS - WestJet Airlines and Swoop Airlines
San Diego, CA
08.2021 - 09.2023
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Delivered outstanding service by interacting with customers, answering customer inquiries and handling customer complaints.
- Oversaw flights, boarded and deplaned guests, completed flight paperwork, and schedule and train new hires.
- Schedule building and remaining efficient with costs within budgetary restrictions
Supervisor
Air Canada, Airport Terminal Services
San Diego, CA
07.2022 - 09.2023
- Resolved customer complaints and adjusted policies to meet changing needs.
- Prepared import documentation and entered data into Amadeus per country-specific requirements.
- Reviewed and visas, passports and immigration applications to verify adherence to requirements.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Collaborated with law enforcement officials to provide relevant information regarding observed or suspected criminal activity.
- Addressed customer inquiries via email, telephone calls or in person, providing prompt response or follow-up.
Education
Dental Assisting Certification -
United Education Institute College
2018
Diploma -
Lincoln High School
2017
Skills
- Outstanding customer service and interpersonal skills
- Able to work in a team structure or independently
- Exceptional ability to prioritize and stay organized while maintaining high quality work
- Self motivated and resourceful problem solver
- Able to pay attention to small details while maintaining a perspective
Languages
- Fluent in English and Lao.
Timeline
Customer Service Representative
United Airlines
09.2023 - Current
Supervisor
Air Canada, Airport Terminal Services
07.2022 - 09.2023
Customer Service Supervisor
ATS - WestJet Airlines and Swoop Airlines
08.2021 - 09.2023
Customer Service Agent/Supervisor
Hallmark Aviation Services For Lufthansa/Edelweiss
02.2019 - Current
Dental Assisting Certification -
United Education Institute College
Diploma -
Lincoln High School