Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Marie Bernier Francis

Miramar,FL

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Polite and professional customer service agent successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

39
39
years of professional experience

Work History

Customer Service Agent

American Airlines
02.1984 - Current
  • 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.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.

Education

Associate of Business Administration - Hospitality And Transpotation

Bay State College
Boston, MA
05.1981

High School Diploma -

Hyde Park High School
Hyde Park, MA
06.1979

Skills

  • Making Announcements
  • Customer Relationship Management
  • Customer Service
  • Passenger Support
  • Ticket Changes
  • Baggage Handling
  • Special Requests
  • Outstanding Communication Skills
  • Problem Resolution
  • Corrective Actions
  • Operational Efficiency
  • Customer Complaint Resolution
  • Seating Arrangements

Accomplishments

  • Supervised team of 50 staff members. As a supervisor I also conducted the daily station close out and planed station staffing. As a Complaint Resolution Office (CRO), I resolved any customer complaints. I am qualify as Ground Security Coordinator (GSC ).
  • Union Shop Steward. I served as a shop steward for the Fort Lauderdale/Hollywood International Airport station.



Timeline

Customer Service Agent

American Airlines
02.1984 - Current

Associate of Business Administration - Hospitality And Transpotation

Bay State College

High School Diploma -

Hyde Park High School

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Marie Bernier Francis