Olga "Lizz" Parham
West Palm Beach,FL
Summary
Proven Customer Service Agent at American Airlines Inc, adept in conflict resolution and aviation knowledge, enhanced passenger experiences through exceptional communication and professionalism. Achieved high customer satisfaction, seamlessly handling inquiries and complaints, along with meeting both arriving and departing flights. Ensuring all passengers have a great experience and provide all necessary travel information before and after each flight. Offering special accommodations to passengers, ensuring all are comfortable and informed during flight delays. Skilled in multitasking and stress tolerance, consistently met operational tasks and safety protocols, driving on-time departures and positive outcomes. Troubleshooting operational and service challenges.
Overview
10
10
years of professional experience
Work History
Customer Service Agent
American Airlines Inc
07.2020 - 10.2024
- Greeted passengers, assisted with carry-on baggage storage, and delivered onboard announcements to 5 flights per day.
- Jet-bridge certified every year and collaborated with the internal team to facilitate safe and on-time departure.
- Provided a high professional level of customer service to each person by engaging passengers and using active listening and effective interpersonal skills.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout the entire booking cycle.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- I communicate with flight crews and passengers regarding flight safety and update my team using various methods to accomplish accurate operational tasks.
- Proactively prepare for arriving/departing aircraft and point out any safety concerns to the manager or responsible party.
- Provide professional and friendly customer service while always exhibiting a positive and helpful attitude to everyone, ensuring passengers receive an exceptional experience.
- Follow emergency response procedures during critical events.
- Understand, comply with, and enforce all security protocols as dictated by both American Airlines and the airport.
- Reviewed tickets, identification, and passports to verify traveler identity.
- Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
- Sold, printed, and issued tickets to guests.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
Customer Service Sales Representative
American Airlines, HBR
10.2014 - 07.2020
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing, and support policies and procedures.
- Answered approximately 80 customer sales calls promptly to avoid on-hold wait times.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Sought ways to improve processes and services provided.
- Followed up with customers after completing sales to assess satisfaction and resolve technical or service concerns.
- Selected correct products based on customer needs, product specifications, and applicable regulations.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Recommended products to customers and suggested other options if a preferred flight or product was unavailable.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
High School Diploma -
William T. Dwyer Highschool
Palm Beach Gardens, FL05-2006
Skills
- Active listening
- Professional Demeanor
- Stress tolerance
- Decision-making
- Aviation Knowledge
- Problem-solving aptitude
- Exceptional communication
- Professionalism
- Conflict resolution
- Outgoing personality
- Multitasking
- Able to work independently while staying within company/airport guidelines
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Agent
American Airlines Inc
07.2020 - 10.2024
Customer Service Sales Representative
American Airlines, HBR
10.2014 - 07.2020
High School Diploma -
William T. Dwyer Highschool
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