Lisa Matthai
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
38
38
years of professional experience
Work History
American Airlines Vacations Customer Relations
American Airlines
02.2022 - Current
- Investigate customer complaints with a variety of applications and resources.
- Assisting customer's and travel agents with problems they or their clients may have had on their American Airlines Vacation,
- Sharing customer concerns with Hotel Vendors, AAV Product and Sales Managers
- Provide refunds and compensation to customers when appropriate
Representative Customer Relations
American Airlines
07.2020 - 02.2022
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Enhanced company reputation by providing exceptional customer service and support.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Customer Relations European Union Regulation EC261
American Airlines
02.2016 - 07.2020
- Provided compensation and assistance to passengers in the event of denied boarding, cancellation or long delay of flights based on the regulation EC261/2004 which was established by the European Parliament and Council to protect passengers rights when departing from an airport located in the European Union.
- Participated in team meetings and training sessions to stay informed about changes and updates to the regulation.
Service Representative Customer Relations
American Airlines
02.1990 - 02.2016
- Enhanced customer satisfaction by swiftly addressing and resolving service-related issues.
- Increased customer retention with exceptional interpersonal skills and proactive problem-solving abilities.
- Responded to customer calls and emails to answer questions and handle problems quickly and efficiently.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Meeting Planning Services Representative
American Airlines
08.1988 - 02.1990
- Initiated calls to Corporate Meeting Planners to sell American Airlines as the official carrier for their Conventions, Company Meetings and Incentive Trips.
- Had authority to negotiate pricing, write/sign contracts and issue earned staff tickets.
Marketing Support Representative
American Airlines
03.1986 - 06.1986
- Processed reduced rate tickets for travel agencies.
- Answered technical questions posed by travel agent accounts and sales representatives
Education
No Degree - Business Communications
Tarrant County College
Hurst, TX05.1982
High School Diploma -
Lakehill Preparatory School
Dallas05.1979
Skills
- Proficient in Word, Excel, PowerPoint, Outlook, Ventana, Sabre, Advocate and CRM
- Effective Communication
- Microsoft
- Conflict Resolution
- Attention to detail
- Problem Solving
- Critical thinking
- Problem solving
Timeline
American Airlines Vacations Customer Relations
American Airlines
02.2022 - Current
Representative Customer Relations
American Airlines
07.2020 - 02.2022
Customer Relations European Union Regulation EC261
American Airlines
02.2016 - 07.2020
Service Representative Customer Relations
American Airlines
02.1990 - 02.2016
Meeting Planning Services Representative
American Airlines
08.1988 - 02.1990
Marketing Support Representative
American Airlines
03.1986 - 06.1986
No Degree - Business Communications
Tarrant County College
High School Diploma -
Lakehill Preparatory School