Liz Morales
Brandon,FL
Summary
- Quality-driven Customer Service Agent with proven record of excellent job performance. Manages projects at each stage with diligent and attentive approach, carefully checking details and accuracy.
Overview
24
24
years of professional experience
Work History
Bilingual Customer Service Rep
Delta Air Lines, Inc.
06.1996 - 07.2020
- Maintained customer loyalty quickly resolving complaints and service issues. Assisted customers by making airline reservations and confirmations. Answered complicated questions and offering general information. Delivered exceptional service to every customer through active engagement, effective listening and excellent interpersonal skills. Up-selling techniques offering premium services. Researched and resolved issues with high value customers and complicated itineraries. Relayed information on availability, pricing and discounts to customers. Verified demographic information and payment options ensuring accuracy and completeness. Suggested amenities and travel partners suited to client's needs. Provided information on travel documents needed for international itineraries. Called passengers with itinerary changes and alternate routing. Handled incoming calls from different Spanish speaking countries and issued tickets in various types of currencies. Communicated with management when customer issues escalated and worked to find resolutions. Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.
Payroll, Operations and Scheduling
Delta Air Lines, Inc.
10.2009 - 10.2013
- Temporarily assisted in Payroll Department by manually entering daily hours worked by 600 employees. Daily Data entry of taken Holidays, Personal time off or Sick time. Took calls from coworkers when calling in late or with other issues unable to come in to work. While in Scheduling Department, read 100's of emails from employees requesting time off and added to their work calendar. Monitored Personal time hours, Vacation and Holidays allotted to each employee to ensure accuracy and balances. Operations consisted of monitoring Agents taking active calls, checking lunch times and breaks taken. Answering calls from different Reservations offices throughout US, and taking messages if Managers were not available. Helped arrange gatherings making sure enough Agents were readily available to take calls so others could attend meetings. Monitored visitors ensuring safety of coworkers.
Education
Bilingual Education
Chicago State University
Chicago, ILSkills
- Self-motivated professional
- Flexible & Adaptable
- Conflict resolution
- Strong Telephone Etiquette
- Courteous with Strong Service Mindset
- Call Documentation
- Call Center Operations
- Customer Data Confidentiality
- Understanding Customer Needs
- Building Customer Trust and Loyalty
Timeline
Payroll, Operations and Scheduling
Delta Air Lines, Inc.
10.2009 - 10.2013
Bilingual Customer Service Rep
Delta Air Lines, Inc.
06.1996 - 07.2020
Bilingual Education
Chicago State University
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