Michelle Edgar
Scottsdale,AZ
Summary
Professional American Airlines employee with 35 years of experience in counseling customers and groups to drive practical solutions to conflicts. Innovative in developing unique solutions targeted to precise needs of each individual case. Attentive in hearing all viewpoints and working closely with disputants to deliver mediation and solutions based on communication and cooperation.
Overview
35
35
years of professional experience
Work History
Baggage Resolution Specialist
American Airlines
01.2016 - Current
- Improved customer satisfaction by resolving complex issues promptly and professionally.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Collaborated effectively with cross-functional teams to provide comprehensive solutions for clients' concerns.
- Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.
- Managed approximately 20 incoming calls and emails per day from customers.
Divided Miles Specialist
US Airways
01.2012 - 12.2016
- Developed strong client relationships through consistent communication and attentive service.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Oversaw daily operations of a busy office environment, ensuring tasks were completed efficiently and accurately.
- Listened and responded to customer requests and forwarded necessary information to superiors.
Ticket By Mail Specialist
American West
01.1995 - 04.2012
- Earned recognition as a top performer consistently exceeding targets throughout my tenure as a specialist in the field.
- Followed all company policies and procedures to deliver quality work.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
Reservation Specialist
America West
01.1989 - 05.1995
- Skilled in handled customer inquires and providing exceptional service, resulting in positive reviews and repeat business.
- Proven ability to effectively resolve escalated issues, demonstrating strong problem-solving skills in a fast-paced environment.
- Proficient in using reservation software systems, effectively navigating multiple platforms.
Education
Phoenix Community College
Phoenix, AZ High School Diploma -
Xavier College Preparatory
Phoenix05.1987
Skills
- Customer service
- Strong communication skills
- Problem-solving
- Attention to detail
- Organization
- Time management
- Conflict resolution
- Analytical and Critical Thinking
- Multitasking
- Technical proficiency
- Decision making
- Active listening
- Written Communication
- Recordkeeping
References
Jessie Samora
Baggage Customer Service Manager
720-320-0011
Misty Thevenot
Baggage Customer Service Manager
520-275-5109
Brian Whitham
American Airlines Vacation Specialist
480-970-1799
Stephanie Ambs
Reno Airport Customer Service Director
509-301-3440
Timeline
Baggage Resolution Specialist
American Airlines
01.2016 - Current
Divided Miles Specialist
US Airways
01.2012 - 12.2016
Ticket By Mail Specialist
American West
01.1995 - 04.2012
Reservation Specialist
America West
01.1989 - 05.1995
Phoenix Community College
High School Diploma -
Xavier College Preparatory