Liana Vila
Customer service
Henderson,NV
Summary
Dynamic Bilingual Customer Service Representative with 20+ years of experience handling incoming calls, resolving customer issues, inputting orders and processing shipments. Native German speaker and fluent in English. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices.
Overview
25
25
years of professional experience
Work History
Flight Attendant
Avelo Airlines
Burbank, California
08.2023 - Current
- Ensured safety and comfort of customers onboard aircraft.
- Assisted passengers with disabilities by providing wheelchairs and supporting throughout airport to provide excellent customer service.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Provided comfort to anxious travelers through active listening, empathy, and reassurance during turbulence or other flight challenges.
- Coordinated with ground personnel to resolve any issues or discrepancies in a timely manner, maintaining smooth operations.
Dog Groomer
PetSmart Charities
03.2020 - 11.2022
- Performed pet intake to gain necessary information concerning health, behaviors, potential allergies and other details to provide complete records and methods of owner contact.
- Carefully clipped nails and trimmed hair around pads and paws, using gentle approach for anxious pets.
- Dematted dogs and trimmed hair in ears and between paw pads.
- Provided specialty breed clips for Poodles, Schnauzers, and Yorkshire Terriers.
- Removed undercoat buildup and conducted de-shedding on double-coated animals such as Huskys and Malamutes.
- Greeted pet owners and went over available services, outlined costs and determined special needs of animals under care.
Food and Beverage Attendant
US Army MWR / Hale Ikena
10.2018 - 09.2019
- Preparing alcoholic or non-alcoholic beverages for bar and patrons.
- Assessing bar customers' needs and preferences and making recommendations.
- Oversaw balancing of cash registers, reconciled transactions and deposited establishment's earnings to bank.
- Protected business, team members and customers by monitoring alcohol consumption and keeping operation in line with legal service requirements.
- Monitored dining room inventory and replenished as necessary.
- Delivered exceptional guest experiences through attentive service and quick response to issues.
Bartender
HMSHost At Daniel Inouye International Airport
09.2014 - 09.2018
- Prepared beverage requests from patrons as ordered.
- Reset and stocked bar refrigerators and kept shelves stocked of snacks with neat appearance.
- Trained new bartenders on all aspects of the job from drink preparation and knowledge to building valuable customer relationships and upselling techniques.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Completed regular bar inventories and daily requisition sheets and increased sales and profits.
- Managed cash and bar revenue during special promotions or sporting events.
- Kept bar presentable and well-stocked to meet customer needs.
Technical Support Representative
BSH Bosch And Siemens Home Appliances GmbH
05.2009 - 10.2013
- Provided answers to clients by identifying problems; researching answers; guiding client through corrective steps.
- Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
- Redirect problems to appropriate resource Interacted with customers by assisting them with locating products.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Monitored systems in operation and input commands to troubleshoot areas.
- Activated accounts for clients interested in new services.
Technical Support Associate
Profectis
11.2006 - 02.2009
- Handle customer inquiries via all channels (phone, email,) providing solutions in a timely manner.
- Utilize critical thinking skills to analyze information, provide accurate troubleshooting of product and related support; diagnose and resolve issues following best practices, guidelines, and policies.
- Assessed risk for new project proposals, suggesting liability mitigation efforts where necessary.
- Reviewed technical guidelines to verify compliance with information security standards and best practices.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Education
Associate of Arts - Hairstyling / Cosmetology
Fachberufschule Fuerth
Fuerth / GermanyCertificate - Bartending
ABC Bartending School
Las Vegas, NV12.2019
Associate of Arts - Germanic Languages
Honolulu Community College
Honolulu, HI05.2017
Skills
- Proficient in microsoft programs
- Invoice Preparation and Processing
- Refunds and Returns Management
- Establishing and Maintaining Customer Relationships
- Document and Records Management
- Office Equipment Operation
- Judgment and Decision Making
- Supply Inventory Control
- Appointment Coordination
- Bill Payment and Recordkeeping
Languages
German
Native or Bilingual
Czech
Native or Bilingual
English
Native or Bilingual
Polish
Limited Working
Volunteer work
Hawaiian Humane Society Animal Shelter
August 2018 - July 2019
- Assisted public in claiming lost animals by checking license tags and posting notices on community websites.
- Assisted public in claiming lost animals or selecting animals for adoptions.
- Bathed animals and performed related animal grooming and care in preparation for adoption events.
- Managed facility laundry, cleaning and restocking.
- Supported animal wellbeing by caring for both physical and mental health needs through strategies such as regular exercise.
Timeline
Flight Attendant
Avelo Airlines
08.2023 - Current
Dog Groomer
PetSmart Charities
03.2020 - 11.2022
Food and Beverage Attendant
US Army MWR / Hale Ikena
10.2018 - 09.2019
Bartender
HMSHost At Daniel Inouye International Airport
09.2014 - 09.2018
Technical Support Representative
BSH Bosch And Siemens Home Appliances GmbH
05.2009 - 10.2013
Technical Support Associate
Profectis
11.2006 - 02.2009
Associate of Arts - Hairstyling / Cosmetology
Fachberufschule Fuerth
Certificate - Bartending
ABC Bartending School
Associate of Arts - Germanic Languages
Honolulu Community College
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