Marlene Wells
Los Angeles,CA
Summary
Proven track record in enhancing customer experiences and streamlining travel arrangements, notably at Delta Airlines. Excelled in utilizing CRM and Apollo systems, showcasing strong problem-solving and Excel proficiency. Achieved a significant milestone by generating $1.2 million in revenue, demonstrating exceptional organizational and interpersonal skills. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
16
16
years of professional experience
Work History
Case Manager
American Honda Motor Co
Torrance , CA
10.2006 - 06.2011
- Managed a caseload of 40 clients, providing comprehensive support, resources, and guidance throughout the claims and customer service process
- Assessed client needs and collaborated with internal departments to ensure efficient handling of claims, addressing any concerns or issues that occur
- Managed approximately 50 incoming calls, emails, faxes per day from customers
- Delivered exceptional customer service, ensuring timely and accurate resolution of customer complaints, claims, or product-related concerns
- Utilized company CRMS systems and databases to track cases, document findings, and provide real-time updates
- Led customer follow-ups, ensuring that all issues were resolved, and customers were satisfied with the outcome
Customer Service Representative/Administration Assistant
Delta Airlines
04.2002 - 09.2005
- Accurately input data to create and book flights for domestic air travel, referral with hotel accommodation, and car rental arrangements
- Used Delta CRMS system to advise on flight information and airport information as requested by hundreds of customers daily
- Communicated ticketing and travel rules and regulations for airfare, and baggage fees
- Collected and issued refunds and exchanges of flight reservations
- Rerouted and rebooking of flight itinerary for voluntary change or weather-related issues
- Handled administrative activities associated with scheduling, payroll, and report preparation
- Responsible for data entry of employees’ work schedules, vacation time, and personal time off as well as verifying company policy
- Maintained employee’s files, and work scheduling
Reservation Sales Agent
United Airlines
05.1995 - 02.2002
- Provided expert advice and personalized travel recommendations, helping customers select from a variety of travel options based on preferences, budgets, and requirements
- Utilized United Apollo system to efficiently process reservations, ensuring accuracy and alignment with customer needs
- Developed customized travel itineraries by recommending local tourist attractions and destinations, enhancing the overall customer experience
- Handled payment processing and sent reservation confirmations, ensuring timely and accurate communication with clients
- Resolved booking and reservation issues promptly, ensuring customer satisfaction and smooth travel experiences
- Generated $1.2 million in revenue over three consecutive years by consistently promoting and selling travel-related services and packages
Education
Bachelor of Science - Criminal Justice
California State University, Long Beach
Long Beach, CA06.2025
AA Degree - Administrative of Justice
West Los Angeles College
06.2022
ABA Paralegal Degree -
West Los Angeles College
06.2021
Skills
- Excellent written and communication skills
- Proficient with Microsoft Word
- Proficient with Power Point
- Proficient with Excel
- Proficient with Outlook
- Detail oriented
- Customer service focused
- Problem Solving
- Self-Motivated
- Time Management
- Strong decision-making ability
- Interpersonal skills
- Excellent organizational skills
- Legal Research
Position Desired
Police Records Technician
Timeline
Case Manager
American Honda Motor Co
10.2006 - 06.2011
Customer Service Representative/Administration Assistant
Delta Airlines
04.2002 - 09.2005
Reservation Sales Agent
United Airlines
05.1995 - 02.2002
Bachelor of Science - Criminal Justice
California State University, Long Beach
AA Degree - Administrative of Justice
West Los Angeles College
ABA Paralegal Degree -
West Los Angeles College
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