LAURA ROSARIO DE LEON
Falls Church,VA
Summary
Personable and dedicated customer service representative with extensive experience in retail management industry. Solid team player with upbeat, positive attitude 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, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnership and growing businesses.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Bjs Wholesales Club
Alexandria, VA
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Educated customers about billing, payment processing and support policies and procedures.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Customer Service Cashier
Burgers 7
Alexandria, VA
- Enhanced customer satisfaction by efficiently handling transactions and addressing inquiries.
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Collaborated with team members to ensure smooth operations during peak hours.
- Managed cash register operations accurately, reducing the risk of shortages or overages in daily reconciliations.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Handled sensitive information securely while processing payments through various methods including cash, credit cards, and gift cards.
- Met customer service goals and exceeded customer expectations.
Airport Operations Agent
Jetblue Airways
RONALD REAGAN NATIONAL AIRPORT
05.2022 - Current
- Enhanced on-time performance by efficiently managing aircraft turnaround processes.
- Reduced customer complaints by providing exceptional service to passengers and promptly addressing concerns.
- Assisted in the development of operational procedures for increased efficiency and compliance with regulations.
- Collaborated with airline partners to maintain positive relationships and ensure seamless coordination of activities.
- Maintained accurate records of flight details, ensuring prompt updates were communicated to relevant parties.
- Managed irregular operations such as flight delays or cancellations proactively, minimizing negative impacts on passengers and overall operations.
- Monitored baggage handling processes closely in order to prevent mishandling incidents that could lead to delayed flights or unhappy customers.
- Maintained strong working knowledge of airline policies related to ticketing, boarding and cargo handling procedures that contributed to smooth airport operations.
- Provided announcements to passengers to explain baggage procedures.
Education
No Degree - Aircraft Piloting And Navigation
Liberty University
Lynchburg, VA06.2027
High School Diploma -
T.C WILLIAMS HIGH SCHOOL
Alexandria, VA01.2020
Skills
- Customer service skills
- Team work and collaboration
- Paperwork Processing
- Bilingual fluent
- Customer service-Oriented
- Special need client assistance
- Adaptive team player
- Customer service relation
- Sales expertise
- Cash handling procedures
- Credit card payment processing
- High energy attitude
- Computer proficiency
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Airport Operations Agent
Jetblue Airways
05.2022 - Current
Customer Service Representative
Bjs Wholesales Club
Customer Service Cashier
Burgers 7
No Degree - Aircraft Piloting And Navigation
Liberty University
High School Diploma -
T.C WILLIAMS HIGH SCHOOL