Lucila Montelongo
Las Vegas
Summary
Accomplished professional with a proven track record at Southwest Airlines, adept in customer account management and fostering customer service excellence. Excelled in mentoring and operational efficiency, enhancing team support and customer retention. Skilled in complex product knowledge and issue resolution, demonstrating an upbeat and positive personality.
SKILLS
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Southwest Airlines
01.2022 - 03.2025
- Maintained a high level of product knowledge to effectively assist customers with their questions and concerns.
- Resolved customer complaints in a professional manner, finding appropriate solutions to ensure customer loyalty
- Increased customer retention rates by implementing a loyalty program that rewarded frequent purchasers with exclusive perks.
- Collaborated with cross-functional teams to address complex customer concerns effectively.
- Developed and maintained comprehensive knowledge of airline services and promotions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Airport Customer Service Agent
Southwest Airlines
09.2014 - 01.2022
- Leveraged extensive product knowledge to identify and address customer concerns.
- Demonstrated professionalism and empathy in resolving customer issues.
- Participated in the development of resources for training new hires in customer support.
- Worked closely with the operations team to ensure smooth order processing and fulfillment
- Trained new staff on ticketing systems and customer service protocols, fostering a knowledgeable team environment.
- Reviewed tickets, identification, and passports to verify traveler identity.
- Collaborated with passengers and travel agents to resolve booking issues, correct fares, and clarify rules.
Customer Service Representative Team Lead
COPA AIRLINES
06.2004 - 09.2014
- Addressed customer complaints professionally, ensuring satisfactory resolutions.
- Mentored junior staff, promoting professional development and knowledge sharing within the team.
- Streamlined processes for efficient sales reconciliation and auditing.
- Evaluated performance metrics regularly to drive continuous improvement in customer service operations.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Trained and supervised team of customer service representatives in providing quality service to customers.
Education
Corporate Etiquette -
Compton Vocational Center
Compton, CAHigh school diploma -
Lynwood High School
Lynwood, CASkills
- Customer Service
- Typing
- Live Chat
- Data Entry
- Multilingual
- Computer Operation
- Computer Skills
- Microsoft Office
- Communication Skills
- Cash Handling
- Order Entry
- Microsoft Excel
- Account Management
- Research
- Sales
- Phone Etiquette
Languages
Spanish
Full Professional
Timeline
Customer Service Representative
Southwest Airlines
01.2022 - 03.2025
Airport Customer Service Agent
Southwest Airlines
09.2014 - 01.2022
Customer Service Representative Team Lead
COPA AIRLINES
06.2004 - 09.2014
Corporate Etiquette -
Compton Vocational Center
High school diploma -
Lynwood High School
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