Laura Cisneros

• Strive to achieve company, and individual performance goals with every customer interaction
• Respond to customer inquiries promptly and professionally through various communication channels, including phone, email and online forms
• Own resolving issues and preventing a future contact without adding customer friction during the first contact
• Serve as single point of contact for customers who have experienced any service failures, including and not limited to customer relations, refunds, baggage claims, and/or issues related to customer loyalty account
• Communication with customers and team members via email or over the phone to investigate and resolve complaints
• Ensure the customer knows that their concern is important by listening/reading for understanding, then empathetically asking probing questions and requesting documentation from customers necessary to resolve their concerns
• Investigate customer complaints using a variety of applications and resources
• Provide compensation to customer when appropriate
• Surface process and/or technical issues that may cause customer friction or drive poor customer experience
• Use customer services skills to de-escalate difficult conversations, speak with professionalism, empathy and compassion at all times
• Leverage de-escalation and/or contact control skills to resolve customer/partner issues as efficiently as possible
• Manage multiple customer claims according to department performance metrics by case type
• Follow customer claims through final resolution
• Adhere to government and airlines regulations
• Exercise good judgement when making decisions that have customer or financial impact
• Exceed customer expectations and elevate their experience
• Maintained accurate records of customer interactions and transactions.
• Collaborated with other departments to ensure a seamless customer service experience.
• Answered inbound calls, chats and emails to facilitate customer service.

• Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, office procedures and terminology
• Listening and oral communication skills necessary to conduct inquires and investigation, interviews face to face and by telephone
• Solid judgement when handling investigation
• Ability to maintain professionalism and confidentiality with sensitive personal and company information
• Ability to speak to small and large groups
• Ability to be objective
• Ability to work complex situation with minimal oversight
• Ability to mentor and develop associates
• Conduct interview to meet company policy and regulations
• Compile information, prepare a detailed written report
• Secure financial transactions for clients
• Processing domestic and international wire transfers with precision, ensuring compliance with regulatory standards and delivering exceptional customer service
• Verify and process an average of 200 incoming and outgoing transfers
• Execute and process domestic and international wire transfers accurately and efficiently in accordance with bank policies and regulatory guidelines
• Respond to inquiries resolving issues and ensuring timely and accurate communication with clients regarding their wire transfer request
• Review of wire transfer documentation to ensure compliance with anti-money laundering (AML) and other regulatory requirements
• Identify and report any suspicious activity in accordance with established procedures
• Maintain organized and complete records of wire transfer transactions ensuring all documentation is properly filed and stored
• Work closely with other departments, including the compliance and risk management to ensure seamless coordination and adherence to internal controls
• Identify opportunities for process improvement and contribute to the development and implementation of best practice to enhance the efficiency and effectiveness of wire transfer operations
• Responsible for maintaining portfolio of claims with a focus on accuracy, timeliness

• Ensure all claims are processed according to established guidelines and procedures

• Monitor and report on claim activity to management

• Document all actions taken on claims in the system

• Maintain accurate and organized records of all claim information

• Follow established protocols for dispute resolution and appeals

• Maintain a positive working relationship with co-workers, management, and customers

• Utilize Microsoft Office Suite

• Performed data entry tasks into computer databases from paper documents.
• Answered incoming calls and responded to customer inquiries.
• Assisted in the development of new administrative systems, procedures and policies.