Leyla Salemi
Houston ,TX
Summary
Adept at fostering customer relations and resolving complex issues, I enhanced satisfaction and exceeded performance goals at United Airlines. My leadership in the Customer Service Lead/Ascend Dev Program, combined with exceptional communication and problem-solving skills, drove continuous improvement and team success. Proficient in reservation software and known for adaptability, I consistently deliver results in high-pressure environments.
Overview
26
26
years of professional experience
Work History
Airline Customer Service Agent
United Airlines
11.1998 - Current
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
- Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- Collaborated with team members to achieve high levels of performance in demanding situations.
- Fostered a welcoming environment at the gate area by engaging in friendly conversations with travelers and attending promptly to their concerns.
- Expedited lost luggage retrieval by coordinating efforts between ground crew and airline staff effectively.
- Processed ticket sales accurately, ensuring correct fare calculations and efficient booking procedures were followed.
- Educated passengers on safety protocols throughout their journey, enabling them to feel secure during the flight.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Produced and shared customer service reports to support management decision-making.
- Coordinated closely with other departments to address operational challenges affecting customer experiences smoothly and efficiently.
- Adapted communication style based on each individual''s needs, providing clear instructions for non-native English speakers or those requiring additional support.
- Proactively assisted passengers with baggage issues, minimizing delays and enhancing satisfaction.
Customer Service Lead/Ascend Dev Program
United Airlines
11.1998 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Exceeded performance goals consistently through effective communication and problem-solving skills.
- Organized regular team meetings to share best practices, driving continuous improvement within the department.
- Coordinated schedules, assignments, and daily tasks for team members, optimizing resource utilization.
Education
Associate of Arts - Business Administration
Miami Dade College
Miami, FL05.2002
Skills
- Customer Relations
- Cultural Awareness
- Airline Policies
- Airport Procedures
- Reservation Management
- Travel documentation
- Critical Thinking
- Microsoft Office
- Decision-Making
- Creative Thinking
- Team Collaboration
- English, Farsi (Persian) Fluency, some Spanish
- Problem-Solving
- Baggage Handling Procedures
- Team Leadership
- Detail Oriented
- Flexible Schedule
- Itinerary Planning
- Problem-solving abilities
- Multitasking Abilities
- Organizational Skills
- Team building
- Continuous Improvement
- Analytical Skills
- Time management abilities
- Goal Setting
- Effective Communication
- Teamwork and Collaboration
- Regulatory Compliance
- Special Needs Assistance
- Stress Tolerance
Timeline
Airline Customer Service Agent
United Airlines
11.1998 - Current
Customer Service Lead/Ascend Dev Program
United Airlines
11.1998 - Current
Associate of Arts - Business Administration
Miami Dade College
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