Summary
Overview
Work History
Education
Skills
Volunteer
Timeline
Generic

MARIA BAEZ

WEST PALM BEACH ,FL

Summary

Proven leader in customer service, adept in problem resolution and outstanding communication, significantly enhanced customer satisfaction at Delta Air Lines. Bilingual with a track record of servant leadership, consistently exceeded performance metrics by leveraging innovative strategies and an optimistic outlook. Skilled in call center operations and medical interpretation, demonstrating respect and reliability in high-pressure environments.

Overview

12
12
years of professional experience

Work History

Customer Service Agent

Delta Air Lines
05.2016 - Current
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Assist passenger with special needs by treating them with respect , empathy and compassion.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences and keep an optimist attitude.
  • Responsible for all aspects of the ticketing process, selling, printing , reissue and rebooking customer.
  • Gate announcements regarding the boarding process, flight status, checking documentation and handling baggage.


Customer Service Representative

WellsFargo Bank
04.2014 - 04.2016
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.

Regional Flight Attendant

Sky Cana Air Lines
01.2013 - 10.2013


  • Provided assistance during turbulence events by calming anxious passengers and ensuring they were properly secured in their seats.
  • Delivered accurate in-flight announcements, keeping passengers informed about flight progress and safety guidelines.
  • Streamlined communication between flight crew members, facilitating smooth coordination of cabin services and timely response to emergencies.
  • Collaborated with cross-functional teams to enhance overall flight experience for passengers while maintaining strict safety standards.
  • Ensured on-time departures by efficiently completing pre-flight checks, cabin preparation, and boarding procedures.
  • Managed inventory of onboard supplies, ensuring adequate stock levels for uninterrupted service delivery during flights.
  • Enhanced passenger satisfaction by providing exceptional inflight service and addressing individual needs.
  • Contributed to the achievement of company performance goals through consistent adherence to operational standards and protocols.
  • Maintained a safe and comfortable environment for passengers with thorough knowledge of emergency procedures and equipment usage.
  • Assisted passengers with special needs or medical conditions, ensuring their comfort during flights.
  • Promoted a positive company image by consistently delivering high-quality customer service experiences for all passengers.
  • Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
  • Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
  • Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
  • Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
  • Ensured safety and comfort of customers onboard aircraft.
  • Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
  • Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
  • Assisted passengers with disabilities by providing wheelchairs and supporting throughout airport to provide excellent customer service.
  • Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
  • Collaborated with flight crew to maximize smooth and safe flights.
  • Assisted passengers in boarding and deplaning aircraft.
  • Supported passengers with special needs and provided assistance to wheelchair passengers.
  • Assisted passengers with storing luggage and helped locate seating.
  • Monitored cabin during flights and responded to passenger inquiries or issues.
  • Collected trash, tidied up aisles and wiped down surfaces during and in between flights to keep cabin clean.
  • Demonstrated knowledge of aircraft safety features and emergency equipment.
  • Completed pre-flight safety checks to reinforce passenger safety.
  • Used excellent customer service skills in addressing passengers' needs.
  • Relayed updates and information to passengers after confirming key details with pilot.

Education

Tourism And Hospitality

Kingsborough Community College
Brooklyn, NY

Medical Assistant

Franklin Career Institute
Brooklyn , NY
06.2007

GED -

Humanitary Hight School
New York, NY
06.1999

Skills

  • Customer Service
  • Problem Resolution
  • Outstanding communication skills
  • Call center experience
  • Medical Interpreter
  • Bilingual
  • Reliable
  • Respectful
  • Innovative
  • Perseverance
  • Optimistic
  • Servant Leadership

Volunteer

I like to volunteer in my community withing different institution like St Jades Hospital, The Food Bank and Animal Shelter.

Timeline

Customer Service Agent

Delta Air Lines
05.2016 - Current

Customer Service Representative

WellsFargo Bank
04.2014 - 04.2016

Regional Flight Attendant

Sky Cana Air Lines
01.2013 - 10.2013

Tourism And Hospitality

Kingsborough Community College

Medical Assistant

Franklin Career Institute

GED -

Humanitary Hight School

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MARIA BAEZ