MaRaniela Lopez
Denton,TX
Summary
Adept at enhancing customer experiences and streamlining operations, my tenure at United Airlines showcased a 95% passenger satisfaction rate through efficient problem-solving and adaptability. Skilled in computer proficiency and effective communication, I excel in fast-paced environments, ensuring operational excellence and guest satisfaction across roles.
Overview
5
5
years of professional experience
Work History
RESERVATION AGENT
HOTEL PLANNER
06.2022 - Current
- Managed reservations professionally leading to seamless booking process and improved guest satisfaction
- Boosted guest confidence by providing comprehensive room rates and availability info, contributing to higher booking rates
- Processed payments without errors, ensuring financial transactions are managed securely and efficiently
- Promptly resolved special requests, achieving high guest satisfaction and loyalty
- Maintained precise booking records, significantly reducing error margins, and enhancing operational efficiency
- Utilized reservation systems effectively, cutting down booking times by 20% and streamlining operations
- Coordinated service delivery with other departments, enhancing overall guest experience and service quality
CUSTOMER SERVICE REPRESENTATIVE
UNITED AIRLINES
07.2023 - 10.2024
- Issued tickets, upgrades, and standby travel, keeping a 98% accuracy rate in flight information and seating assignments
- Managed luggage check-ins and claims, reducing passenger complaints by 20% through clear communication of airline policies
- Provided up-to-date flight information, effectively reducing passenger inquiries by 15%
- Coordinated overbooked flights, successfully managing volunteer seat changes and rebooking's achieving a 95% passenger satisfaction rate
- Helped passengers with self-service kiosks and online check-ins, resolving 90% of technical issues on the spot
- Supported passengers with special needs, ensuring a comfortable travel experience and a 99% satisfaction rate in accessibility services
- Operated GDS, Jet, Aero, and Share Systems efficiently, improving operational flow
- Managed jet bridge operations, contributing to a 10% decrease in boarding time
GUEST ADVOCATE
TARGET CORPORATION
11.2022 - 06.2023
- Greeted and welcomed guests daily, enhancing overall customer service and engagement
- Processed payments accurately, providing customers with receipts, correct bills, and change
- Collaborated with team members to manage customer needs in a high-paced environment
- Ensured guest satisfaction by creating a genuine, enthusiastic, and friendly atmosphere
- Aided customers with account updates, new service additions, and promotional offers
- Enhanced customer satisfaction by aiding with purchases, locating items, and enrolling customers in rewards programs
FLIGHT ATTENDANT
MESA AIRLINES INC
05.2019 - 06.2023
- Flown 1,176 flights to include 89,000 passengers with 100% customer satisfaction
- Ensure adherence to FAA and company regulations, trained in emergencies, and helped to diffuse two high-level situations from escalating to emergency levels
- Served meals and refreshments, provided exceptional service to passengers, consistently earned recognition from the flight crew, and received 91% positive feedback from passenger surveys
- Explained to crew on safety equipment and verified that passengers were following safety signs and procedures
- Resolved passenger conflicts during flights, including issues with disorderly travelers and medical emergencies
- Determined each passenger's needs and checked proper action to address all situations
- Displayed efficiency in interacting with individuals of diverse cultural backgrounds and needing special assistance throughout aircraft operations
- Trained new flight attendants, equipping them with skills needed to maintain high service standards.
Education
BACHELOR OF SCIENCE - TOURISM MANAGEMENT
ARELLANO UNIVERSITY
Skills
- Multilingual (Filipino, American Sign Language)
- Computer Proficient
- Adaptability
- Effective Communication
- Problem Solving & Analytical Thinking
- Account Management
- Safety Principles
- Organizational Skills
- Team Management
- Time Management
- Data Entry
- Workflow Management
Timeline
CUSTOMER SERVICE REPRESENTATIVE
UNITED AIRLINES
07.2023 - 10.2024
GUEST ADVOCATE
TARGET CORPORATION
11.2022 - 06.2023
RESERVATION AGENT
HOTEL PLANNER
06.2022 - Current
FLIGHT ATTENDANT
MESA AIRLINES INC
05.2019 - 06.2023
BACHELOR OF SCIENCE - TOURISM MANAGEMENT
ARELLANO UNIVERSITY
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