Melissa Apodaca
Albuquerque
Summary
Dedicated Customer Service Representative with expertise in flight reservation systems, complaint resolution, and effective communication. Proven ability to manage time efficiently and maintain high customer satisfaction.
Overview
26
26
years of professional experience
Work History
Customer Service Representative
Southwest Airlines
Albuquerque
06.1999 - Current
- Assisted customers with flight reservations and itinerary changes.
- Resolved passenger inquiries regarding policies and procedures.
- Facilitated check-in processes for travelers at various terminals.
- Addressed customer complaints with empathy and professionalism.
- Educated passengers on safety protocols and travel regulations.
- Managed cash transactions and processed ticket sales accurately.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Resolved customer complaints promptly and efficiently.
Education
High School Diploma -
Belen High School
Belen, NM05-1993
Skills
- Customer relationship management
- Flight reservation systems
- Ticket sales processing
- Customer complaint resolution
- Safety protocol education
- Industry regulations knowledge
- Effective communication
- Time management
- Team collaboration
- Multitasking and organization
- CRM software proficiency
- Typing proficiency
Timeline
Customer Service Representative
Southwest Airlines
06.1999 - Current
High School Diploma -
Belen High School