Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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MARTHA MOLINA

Flower Mound,TX

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Polite and professional Customer service agent and successful in applying strong communication and problem resolution skills to each customer issue. Strong communication skills in Spanish and English. Solid history of 5 years working by the golden rule of Southwest. A proud customer service agent dedicated on continuing to build long-lasting, loyal customer relationships and co hearts.

Overview

13
13
years of professional experience

Work History

Customer Service Agent

Southwest Airlines
10.2018 - Current
  • Job duties include but no limited to: Handling all aspects of ticketing and checking in of customers by operating a computerized point of sale system
  • Answering inquiries about flight itineraries via telephone, email or in person
  • Handle complete delayed or damage bag reports, prepare weight and balance reports for preflight paperwork
  • Coordinate and schedule baggage deliveries for delayed baggage
  • Provide customer service to passengers.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Import Coordinator Assistant

SST International Brokerage
01.2014 - 09.2018
  • Responsible for providing full account information to shippers and consignees
  • Preparing shipment documentation for pre shipments
  • Collaborated with Suppliers, freight forwarders and integrated carriers to obtain freight quotes, appointments and bookings for Air, Ocean and land shipments
  • Daily communication and updating carrier contract rates to provide shipping quotes to customers
  • Worked closely with the clearance department and Government agencies to insure on time clearance of goods and meet customers delivery dates.

Import Customer Service Agent

Oasis Logistics
05.2010 - 12.2014
  • Responsible for answering shipment questions to customers
  • Providing shipment status to customers
  • Updating tracking and tracing systems
  • Coordinating shipment deliveries with truckers to assure on time deliveries to consignees
  • Created invoices to clients via email and fax
  • Communicated shipment status to domestic and international clients.

Education

High School Diploma -

Hawthorne High School
Hawthorne, CA
05.2002

Skills

  • Proficient in ARD/CM
  • Tracking Loyal Customers
  • Outlook, Word and Excel
  • Ability to work under Pressure
  • Detailed oriented
  • Calm and Professional Under Pressure
  • Ticket Changes
  • Making Announcements
  • Process Transactions
  • Customer Complaint Resolution
  • Documentation
  • Baggage Handling
  • Passenger Support
  • Problem Resolution

Accomplishments

  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Won Employee of the month twice in LAX 2020
  • Volunteer at our SWA Culture comittee/Events/Food
  • Collaborated with our Honor Flights and Make a Wish foundation.

Languages

Spanish
Full Professional

Timeline

Customer Service Agent

Southwest Airlines
10.2018 - Current

Import Coordinator Assistant

SST International Brokerage
01.2014 - 09.2018

Import Customer Service Agent

Oasis Logistics
05.2010 - 12.2014

High School Diploma -

Hawthorne High School

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MARTHA MOLINA