Summary
Overview
Work History
Education
Skills
Volunteer & Fund Raiser
Languages
Timeline
GeneralManager

Laura Mannino

Massapequa,NY

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. 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. Knowledgeable and dedicated customer service professional with extensive experience in Travel industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Agent-in-Charge]position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

23
23
years of professional experience

Work History

Agent Services Representative

AMERICAN AIRLINES
01.2002 - 09.2007

Checked in passengers and verified travel documents

Boarded and secured flights for departure

checked in passengers at check in area

  • Delivered world-class customer service to internal and external customers.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Provided accurate information by utilizing proper systems, department tools and product brochures.
  • Followed up on department reports, contact information and missing enrollment and agent information.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Provided primary customer support to internal and external customers.

Administrator

Airport Press
03.2002 - 03.2007
  • Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
  • Collected, validated, and distributed information to employees.
  • Entered and maintained departmental records in company database.
  • Computerized office activities, maintained customer communications, and tracked records through delivery.

Agent-in-Charge

TWA Airlines
12.1984 - 01.2001
  • Supervised team of special agents carrying out law enforcement activities.
  • Managed up to 1 to 2 flight at a time.
  • Organized agents' activities to protect people and property.
  • Trained new agents in investigative procedures and legal requirements.
  • Offered operational and administrative oversight to team of special agents.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Updated account information to maintain customer records.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Provided primary customer support to internal and external customers.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Promptly responded to inquiries and requests from prospective customers.
  • Trained new personnel regarding company operations, policies and services.
  • Sought ways to improve processes and services provided.
  • Cross-trained and provided backup support for organizational leadership.
  • Trained staff on operating procedures and company services.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Cross-trained and backed up other customer service managers.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.

Education

High School Diploma -

BISHOP RAYMOND A. KEARNEY CHS
Brooklyn, NY
06.1970

Skills

  • Fleet Dispatching
  • Credit Card Payment Processing
  • Stocking and Replenishing
  • Microsoft Word
  • Report Preparation
  • Staff Training
  • Active Listening
  • Brand Visibility
  • Professional Relationships
  • Effective Customer Communication
  • Customer Relations
  • Customer Service and Assistance
  • Document Control
  • Critical Thinking

Volunteer & Fund Raiser

Volunteer Fund Raiser for Cerebral Palsy of Nassau for over 45 years

Languages

English
Native or Bilingual
Italian
Native or Bilingual
Spanish
Professional Working

Timeline

Administrator

Airport Press
03.2002 - 03.2007

Agent Services Representative

AMERICAN AIRLINES
01.2002 - 09.2007

Agent-in-Charge

TWA Airlines
12.1984 - 01.2001

High School Diploma -

BISHOP RAYMOND A. KEARNEY CHS
Laura Mannino