Mady Platero
Lithia Springs,US
Summary
Well-versed in customer service with background as Member Service Agent and Reservation Specialist. Knowledgeable in resolving member concerns, providing information about services and policies, and enhancing overall customer satisfaction. Strengths include strong communication skills, adept problem-solving abilities, and deep commitment to providing outstanding service. Contributed significantly to improving member relationships and retention rates in previous roles.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Hybrid Member Service Agent/ Teller
Delta Community Credit Union
09.2023 - Current
- Provide exceptional customer service by assisting members with account inquiries, transactions, and problem resolution both in person and over the phone.
- Process cash and check deposits, withdrawals, loan payments, and transfers accurately and efficiently.
- Cross-sell products such as credit cards, loans, and savings accounts to maximize member satisfaction and retention.
Reservation Specialist/ SkyMiles Support
Delta Air Lines
09.2022 - 09.2023
- Took 50 inbound and outbound calls per day to assist callers with booking several varying types of trips, collecting payment and processing fees, and resolving billing issues.
- Gained critical knowledge and understanding of the software programs used by reservations, and used that knowledge to apply toward booking, tracking, and deciphering multiple types of tickets, as well as the DL term coding program to assist with the processing of reissues.
- Assisted with SkyMiles account management such as resolving password and account access difficulties, helping customers understand the necessary steps to reach or maintain Medallion status, and resolve account security locks and fraudulent account activity by following security protocols and procedures.
- Built meaningful connections with clients by empathetically listening to their concerns and working together to find solutions for any problems they might run into, so that their experience with the company can leave a lasting positive impression that makes them want to return again and again.
Machine Operator
World Emblem International
09.2021 - 04.2022
- Took advantage of the opportunity to optimize multi-tasking skills by efficiently running multiple different types of machinery at once to produce a variety of embroidery on items such as shirts, hats, pillows, uniforms, and name tags.
- Produced merchandise in timely manner that met warehouse standards and passed thorough quality control checks.
- Responsible for maintaining clean work area and following safety guidelines for self and fellow workers.
Store Associate
US Beauty Mart
11.2020 - 09.2021
- Completed cashiering duties by collecting payments, helping customers locate merchandise, maintaining clean and organized work area while also answering the phone at front register for customer inquiries.
- Received and unloaded shipment of merchandise, checked invoice to confirm store did in fact receive everything that was purchased.
- Used shipping invoice data to determine the price of new items, as well as stock and organize those items onto sales floor.
Store Associate
Value Village
07.2019 - 12.2020
- .Collected payments and provided friendly customer service to guests, as well as maintaining clean and welcoming work area.
- Stocked 18+ racks of clothes per day onto the sales floor while also keeping it organized to meet store and manager expectations.
- Honed my ability to work quickly on my feet by cleaning, shining, pricing, stocking, and organizing all shoes that came in from donations and made them reach a presentable standard to be resold.
Volunteer
Douglas County Cultural Arts Center
Douglasville, MI
01.2016 - 12.2016
- Coordinated logistics for special events, such as conferences, or workshops.
- Collaborated with other volunteers to create a positive work environment.
- Organized and maintained records of volunteer hours and donations.
Manager's Assistant/ Clerk
Civil, LLC/JRL Coal Inc
01.2016 - 12.2016
- Clerical duties, in addition to remote support to an out of state hauling company based in Harlan, Kentucky.
- Data entry and invoice creation for hauling equipment and coal hauling.
- Scanning and uploading documents to the share folder in collaboration with fellow employees.
Education
GED -
West Georgia Technical College
Douglasville12-2016
Some College (No Degree) - General Studies
West Technical College
DouglasvilleSkills
- Multi-tasking and problem-solving abilities
- Attention to details
- Technical Proficiency
- Call center experience
- Team Collaboration
- Time management
- Member correspondence and account management
Certification
Notarized legal documents for the public in a banking environment and verified signee identity using government-issued I.D
Timeline
Hybrid Member Service Agent/ Teller
Delta Community Credit Union
09.2023 - Current
Reservation Specialist/ SkyMiles Support
Delta Air Lines
09.2022 - 09.2023
Machine Operator
World Emblem International
09.2021 - 04.2022
Store Associate
US Beauty Mart
11.2020 - 09.2021
Store Associate
Value Village
07.2019 - 12.2020
Volunteer
Douglas County Cultural Arts Center
01.2016 - 12.2016
Manager's Assistant/ Clerk
Civil, LLC/JRL Coal Inc
01.2016 - 12.2016
GED -
West Georgia Technical College
Some College (No Degree) - General Studies
West Technical College
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