Malu Sipili
Fort Worth
Summary
Dynamic customer service professional with a strong background in policy knowledge and complaint resolution. Proven ability to collaborate with teams to improve service processes and drive customer satisfaction. Ready to leverage skills to enhance operational efficiency.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
American Airlines
DFW International Airport
06.2021 - 02.2026
- Facilitated flight bookings and itinerary changes to enhance customer satisfaction.
- Provided information about airline policies and travel regulations.
- Collaborated with team members to enhance customer service processes.
- Resolved customer complaints with empathy and professionalism, ensuring positive experiences.
- Delivered timely resolutions for customer complaints to uphold service excellence.
Lead
UPS
Fort Worth
04.2019 - 06.2021
- Executed day-to-day duties with precision, contributing to overall operational effectiveness.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Addressed customer requests and resolved inquiries, enhancing customer satisfaction.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Supported and guided colleagues, fostering a collaborative work environment.
Education
High School Diploma -
Leone High School
American Samoa06-1994
Skills
- Customer policy knowledge
- CRM software usage
- Complaint management
- Customer satisfaction strategies
- Flight bookings
- Troubleshooting resolutions
- Data entry
- Problem solving
- Effective communication
- High-energy attitude
Languages
Samoan
Professional
Certification
Administrative Assistant - Arlington Career Institute -
Timeline
Customer Service Representative
American Airlines
06.2021 - 02.2026
Lead
UPS
04.2019 - 06.2021
High School Diploma -
Leone High School