Summary
Overview
Work History
Education
Skills
Timeline
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Lisa Farina

Lisa Farina

Fuquay,NC

Summary

I was employed at America Airlines for 32 years, excelling In Customer Service, when I qualified for an amazing buy-out retirement package. Now, I am currently seeking a new position to utilize my skills in customer service. problem solving, and always putting the customer first. I am looking for an opportunity to use the skills I have learned over the years to assist more people.

Overview

36
36
years of professional experience

Work History

Executive Platinum Support

  • Support fellow agents and provide on-the-job training when challenging customer situations arise that require consultation to bring to resolution
  • This requires swift decision making, acan-do attitude, and creativity to bring the most challenging situations to resolution to provide superior customer service
  • Manager-On-Duty:
  • Acted as the customer-facing escalation point for all help desks to resolve challenging situations in atimely manner.The challenges include cancelled flights, family emergencies that require last minute flights, customers who had lost their passports/documentation in foreign countries, etc
  • Concierge Key
  • Responsible for communicating via phone and email to American Airlines most elite customers regarding their travel arrangements, including day-of tracking and monitoring of all flights
  • These customers are the most frequent flyers
  • Five Star Service:
  • Responsible for coordinating an on-site representative to assist with high profile customers who require additional assistance upon arrival, including a meet-and-greet and escort service through the airport
  • These customers include CEOs, celebrities, and other high net worth individuals
  • International Advantage:
  • Assisted customers purchasing and using their frequent flyer miles for domestic and international travel.

Reservations Customer Service Representative

American Airlines
Cary, NC
01.1988 - 01.2020

Trainer

Angus Barn
Raleigh, NC
01.1986 - 01.1990
  • Responsible for training staff members on proper customer etiquette; including bartending, serving, hosting, and general customer service
  • Server: Take orders, serve food and beverages, check in with customers, collect payments, answer questions regarding menu items and perform cleaning duties.

Education

Associates Degree - undefined

Jamestown Business College

Skills

  • Organizational Skills
  • Tracking and Documentation
  • Customer Service Support
  • Call Center Operations
  • Customer Satisfaction
  • Executive Support
  • Apple IOS
  • Team Support
  • Customer Inquiries
  • Friendly and Patient

Timeline

Reservations Customer Service Representative

American Airlines
01.1988 - 01.2020

Trainer

Angus Barn
01.1986 - 01.1990

Executive Platinum Support

Associates Degree - undefined

Jamestown Business College

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Lisa Farina