Laimi Acosta
Miami,FL
Summary
Dynamic bilingual customer service professional with extensive experience at ECASA Aeropuerto Jose Marti, excelling in team collaboration and relationship building. Proven track record of enhancing customer satisfaction through exceptional service and effective problem-solving. Skilled in public speaking and maintaining composure under pressure, significantly contributing to increased customer loyalty.
Overview
18
18
years of professional experience
Work History
Costumer Service
Choice Ride
04.2024 - 09.2024
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Signing of sales contracts with costumers
- check
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Costumer Service at International Airport
ECASA Aeropuerto Jose Marti
12.2006 - 03.2024
- Assisted customers with special needs, offering personalized support throughout their travel experience.
- Handled disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Provided exceptional service at ticket counters, booking flights and processing payments securely.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed lost and found items efficiently, returning valuables to rightful owners whenever possible.
- Efficiently handled baggage claims, reuniting passengers with their belongings quickly and accurately.
- Resolved customer complaints and concerns professionally, resulting in increased customer loyalty.
- Contributed to team success by sharing best practices learned through training sessions or past experiences with fellow agents.
- Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.
- Maintained a clean work environment by keeping the counter area tidy and well-organized at all times.
- Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
- Enhanced customer satisfaction by providing timely and accurate flight information.
- Coordinated wheelchair services for passengers in need of assistance, ensuring their comfort and safety throughout the airport journey.
- Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
Education
Bachelor of Science - English Language And Literature
UCLV Universidad Central
Villa Clara07-1995
Skills
- Bilingual ( ENGLISH-SPANISH ) costumer service
- Team Collaboration
- Relationship Building
- Public Speaking
- Inventory assistance
- Attention to Detail
- Calm and Professional Under Pressure
- Reliability
- Understanding Customer Needs
- Organizational Skills
Timeline
Costumer Service
Choice Ride
04.2024 - 09.2024
Costumer Service at International Airport
ECASA Aeropuerto Jose Marti
12.2006 - 03.2024
Bachelor of Science - English Language And Literature
UCLV Universidad Central
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