Lorna Reynoso
Miami
Summary
Accomplished customer service representative with a focus on efficiency and relationship building. Successfully navigated escalated support situations while contributing to team success and business growth. Proficient in managing data entry, coordinating appointments, and addressing high call volumes, resulting in enhanced customer satisfaction. Transitioning to the medical field to utilize strong service skills as a medical assistant.
Overview
8
8
years of professional experience
1
1
Certification
Work History
BDC Service Representative
Headquarter Toyota
miami
01.2026 - Current
- Managed customer inquiries via phone and email regarding vehicle service appointments.
- Guided customers in selecting appropriate service options and maintenance schedules to improve overall satisfaction.
- Coordinated appointment scheduling for maintenance repairs and other services.
- Scheduled follow-up calls post-service visits to ensure satisfaction.
- Conducted follow-ups with customers after completing service requests.
- Cultivated strong customer relationships to foster loyalty and enhance overall service experiences.
- Explained warranty coverage details to customers.
- Maintained accurate records of service history and customer interactions using dealership software to streamline follow-up processes.
Customer Service Representative
American Airlines
Miami
02.2023 - 06.2023
- Welcomed and assisted airport customers, ensuring a friendly environment.
- Delivered gate information, directions, and paging to enhance customer experience.
- Provided hands-on support for self-service kiosk check-in and baggage processing.
- Coordinated ticket counter queues to optimize customer flow based on departure times and assistance needs.
- Assisted non-ambulatory customers and unaccompanied minors.
- Verified and cleared travel documents for international travelers.
- Enforced safety policies and procedures at ticket counters.
Passenger Service Agent
Envoy Airlines
Miami
09.2021 - 01.2023
- Greeted passengers, addressing inquiries to enhance travel experience.
- Collected baggage charges, ensuring efficient check-in process.
- Managed gate, ramp and cabin services for each flight.
- Announced departures and changes to landings using PA system, facilitating smooth operations.
- Delivered service to customers through active engagement, effective listening and well-developed interpersonal skills.
- Provided clients with assistance in preparing required travel documents and forms.
Passenger Assistant
Envoy Airlines
Miami
11.2020 - 09.2021
- Assisted disabled passengers by stowing wheelchairs and equipment, ensuring safe and efficient boarding.
- Greeted passengers and delivered clear boarding instructions, facilitating smooth boarding process.
- Furnished customers with information on routes, gates and terminals to assuage baggage and boarding concerns.
- Responded to passenger and visitor inquiries about baggage handling and flight schedules, enhancing travel experience.
Inventory Associate
WIS International Inventory Service
Miami
01.2019 - 11.2020
- Conducted inventory counts and ordered materials to ensure optimal stock levels.
- Tracked inventory usage, documented discrepancies, and maintained accurate overall count to support inventory integrity.
- Managed weekly inventory and supply tracking to facilitate timely replenishment.
- Performed scheduled inventory counts and supply audits.
- Received, checked-in and stocked merchandise throughout store, helped maintain store inventory levels and assisted with orderliness and cleanliness of sales floor and stock room.
- Completed forecasts to determine needed inventory.
Administrative Assistant
Alter Ego Hair Products
Santo Domingo
08.2018 - 08.2019
- Managed executive communication by handling telephone calls, reviewing and prioritizing mail, and composing correspondence to streamline information flow.
- Organized and maintained filing and document management system through coordination, archiving, and purging to ensure easy access to important documents.
- Updated details in company database by keying in customer contacts and delivery dates.
- Monitored attendance records by tracking staff vacation, sick, and personal days to maintain accurate attendance data.
- Maintained inventory in supply closet and tracked stock levels.
- Planned events and department activities by acquiring venues, developing guest lists and organizing catering services.
Education
High School Diploma -
Colegio Claret
Dominican Republic08-2017
Skills
- Customer service management
- Client interaction management
- High-volume calling
- Data entry and documentation
- Report generation
- Appointment scheduling
- Scheduling coordination
- Microsoft Office proficiency
- Computer terminal operation
- Office equipment use
- Customer support services
- Departures management
- Problem solving
- Teamwork
- Multitasking management
- Time management
- Attention to detail
- Adaptability
- Quick learning
- Work under pressure
- Active listening
- Critical thinking
- Information security
- Business development knowledge
- Product knowledge
- Communication (Spanish and basic English)
- Emergency response
- Equipment monitoring
- Typing proficiency
- Attention to detail
Certification
EAG Regional CSA Training
Languages
Spanish
Native/ Bilingual
English
Full Professional
Timeline
BDC Service Representative
Headquarter Toyota
01.2026 - Current
Customer Service Representative
American Airlines
02.2023 - 06.2023
Passenger Service Agent
Envoy Airlines
09.2021 - 01.2023
Passenger Assistant
Envoy Airlines
11.2020 - 09.2021
Inventory Associate
WIS International Inventory Service
01.2019 - 11.2020
Administrative Assistant
Alter Ego Hair Products
08.2018 - 08.2019
High School Diploma -
Colegio Claret