LIANA LEAEA
Hayward,CA
Summary
Adaptable hard worker with proven knowledge of leadership and problem-solving. Punctual and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Aiming to hone customer service skills and communication to build meaningful, loyal customer relationships
Overview
7
7
years of professional experience
Work History
Customer Service Agent
Southwest Airlines, SWA
08.2023 - Current
- Collaborates with passengers and travel agents to resolve booking issues, correct fares, and clarify company guidelines and airport security safety.
- Manages oversells, delayed or cancelled flights, lost, delayed, or damaged luggage while maintaining friendly customer service by engaging customer and using active listening and effective interpersonal skills.
Public Relations Representative
Church of Jesus Christ of Latter-Day Saints
10.2021 - 03.2023
- Proselytized people and imparted knowledge of faith using strong public speaking and one-on-one discussions
- Facilitated and directed outreach events for local communities in Salt Lake City, UT
Housekeeping Supervisor/Operations Controller
Doubletree By Hilton
03.2017 - 08.2021
- Developed lasting relationships with guests through genuine interactions that built loyalty and drove hotel revenue
- Managed team of 40 personnel in busy hotel with 395 rooms and supported all new personnel to maximize quality guest service and team performance
- Answered each call within 3 rings and up to 30 calls per hour in fast-paced environment, transferring callers to appropriate personnel
- Delivered answers to customer questions and concerns regarding demanding hotel shuttle pickup efficiency issues.
Hostess/Barista
Marriott International Inc MD
06.2019 - 03.2020
- Scheduled reservations, guided guests to appropriate seating for party size, listened to customer desires and recommended daily specials to guide patrons toward more profitable items
- Helped facilitate cooperation between service and kitchen staff to professionally meet guest needs and resolve problems.
Guest Service Agent
Marriott International Inc
04.2018 - 11.2018
- Responded to guests, including email, telephone and in-person inquiries and billing adjustments
- Assisted guests with making or canceling reservations through hotel's reservation system
- Drafted and maintained incident reports, daily activity logs and other documents requested by management.
Education
Certificate - Commercial Fundamentals
BYU PATHWAY CONNECT
Salt Lake City, UT06.2023
High School Diploma -
Hayward High School
Hayward, CA06.2015
Skills
- 60 WMP typing
- Excel & Microsoft Efficient
- ONQ
- Altea CM
Volunteer Experience
Public Relations Representative, Church of Jesus Christ of Latter-Day Saints, Salt Lake City, UT, 10/2021, 03/2023
Timeline
Customer Service Agent
Southwest Airlines, SWA
08.2023 - Current
Public Relations Representative
Church of Jesus Christ of Latter-Day Saints
10.2021 - 03.2023
Hostess/Barista
Marriott International Inc MD
06.2019 - 03.2020
Guest Service Agent
Marriott International Inc
04.2018 - 11.2018
Housekeeping Supervisor/Operations Controller
Doubletree By Hilton
03.2017 - 08.2021
Certificate - Commercial Fundamentals
BYU PATHWAY CONNECT
High School Diploma -
Hayward High School
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