Mikaela Fernandez
El Paso,Texas
Summary
Caring and friendly customer service professional with 10+ years of experience in consumer retail and hospitality. Familiar with conflict resolution and de-escalating while keeping a positive attitude. Seeking to leverage my experience creating a safe and comfortable environment for passengers to benefit your airline.
Overview
15
15
years of professional experience
Work History
Flight Attendant
Envoy Airlines
02.2024 - Current
- Conducting preflight inspections, demonstrating how to use safety equipment, and ensuring passengers are prepared for takeoff and landing
- Providing exceptional customer service
- Greeting passengers
- Assisting passengers find their seats, providing assistance to passengers with special needs
- Completing weight and balance form
- Serving food and drinks, and taking orders from passengers
- Keeping the cabin clean and well-stocked, and picking up trash
- Making public announcements
- Assure adherence to FAA and company regulations
Front Desk Receptionist
Comfort Suites Hotel
05.2022 - 01.2024
- Provided exceptional customer service to hotel guests, ensuring a positive and memorable experience
- Efficiently checked-in and checked-out guests, maintaining accuracy in reservation details and payment processing
- Responded promptly to guest inquiries, requests, and complaints, resolving issues in a professional and timely manner
- Assisted with the coordination of guest transportation services, including arranging taxis or shuttle pickups as needed
- Collaborated with housekeeping staff to ensure rooms were ready for check-in by coordinating room assignments and communicating special requests from guests
- Handled cash transactions accurately while following proper procedures for handling payments and balancing cash drawer at the end of each shift
- Coordinated with other departments such as housekeeping, maintenance, and security to address guest concerns or resolve issues that may arise during their stay
- Achieved high customer satisfaction ratings consistently by delivering excellent service tailored to individual guest needs
- Demonstrated strong problem-solving skills by effectively addressing conflicts or challenging situations with diplomacy
- Maintained knowledge of hotel policies, procedures, and emergency protocols to provide accurate information to guests
Customer Service Representative
Agero Roadside Assistance
02.2022 - 06.2022
- Handled inbound and outbound customer calls, providing excellent service and resolving issues in a timely manner
- Responded to emergency roadside assistance calls, providing prompt and efficient service to stranded motorists
- Collaborated with dispatchers to prioritize service requests based on urgency and location proximity
- Maintained a high level of professionalism and empathy while addressing customer concerns and complaints
- Managed escalated calls from dissatisfied customers, successfully de-escalating situations and finding satisfactory solutions
- Participated in weekly team meetings to discuss challenges faced on calls and brainstorm solutions as a group
- Maintained a high level of professionalism and composure during challenging or stressful customer interactions
Delivery Driver
Favor Delivery
03.2019 - 02.2022
- Provided excellent customer service by addressing inquiries and concerns promptly and professionally
- Cultivated positive relationships with regular customers through friendly interactions
- Maintained accurate records of deliveries, including time of delivery, recipient's name, and any special instructions
- Delivered packages and goods to customers in a timely and efficient manner
- Ensured the safe handling and transportation of fragile or perishable items
- Resolved delivery issues or discrepancies in a timely manner to ensure customer satisfaction
- Performed routine vehicle inspections before each shift to ensure proper functioning of brakes, light and tires
- Utilized GPS navigation systems or maps to determine optimal routes for deliveries
- Received multiple commendations from customers for exceptional service
- Maintained a clean driving record throughout employment tenure
- Demonstrated strong problem-solving skills when faced with unexpected road closures or traffic delays
Customer Service Representative
TLC and Associates
12.2020 - 04.2021
- Consistently exceeded sales targets, resulting in recognition as top-performing sales representative
- Developed and maintained strong relationships with clients
- Provided exceptional customer service by promptly addressing inquiries and resolving issues
- Built strong rapport with clients through regular communication channels including phone calls
- Identified upsell and cross-sell opportunities within existing client base
- Developed and implemented sales strategies
Customer Service Representative
Conduent
11.2018 - 01.2019
- Maintained a high level of customer satisfaction by providing timely and effective resolutions to their technical concerns
- Provided technical support to customers via phone, troubleshooting hardware and software issues
- Resolved customer inquiries on the first call, exceeding department average
- Assisted customers in setting up new devices and configuring network settings for optimal performance
- Performed remote diagnostics to identify root causes of technical problems and implemented appropriate solutions
- Escalated unresolved issues to higher-level support or engineering teams for further investigation
- Leveraged strong communication skills to effectively explain technical concepts to non-technical users in a clear manner
Cashier
Sam's Club
08.2017 - 03.2018
- Managed cash register operations, including handling cash transactions, processing returns, and providing excellent customer service
- Trained and supervised a team of cashiers to ensure efficient checkout processes and exceptional customer experiences
- Implemented new POS system, resulting in improved accuracy and efficiency in cash handling procedures
- Maintained accurate records of daily sales, returns, and voids to reconcile with end-of-day reports
- Assisted in training new hires on proper cash handling procedures, company policies, and customer service standards
- Provided guidance to customers on loyalty programs, promotions, discounts, or special offers available at the store
Customer Service Representative
Alorica
12.2016 - 08.2017
- Provided exceptional customer service to banking clients, addressing inquiries and resolving issues in a timely and professional manner
- Closely monitored customer accounts for fraudulent activity or suspicious transactions, taking immediate action when necessary
- Collaborated with other departments such as fraud prevention, lending, and operations to resolve complex customer issues efficiently
- Demonstrated strong problem-solving skills by analyzing complex financial situations and providing appropriate solutions to customers' financial needs
- Investigated discrepancies in account balances or transaction history to identify errors or potential fraud cases
- Developed strong knowledge of regulatory compliance requirements related to banking operations, ensuring adherence at all times
Cashier
Walmart
07.2009 - 01.2016
- Provided exceptional customer service by greeting customers with a friendly demeanor and addressing their inquiries or concerns
- Processed customer transactions accurately and efficiently, handling cash, credit cards, and electronic payments
- Maintained a balanced cash drawer at all times, reconciling discrepancies promptly
- Assisted in training new cashiers on proper procedures for handling transactions and resolving customer issues
- Managed high-volume checkout lanes during peak hours while maintaining accuracy and speed
- Ensured cleanliness and organization of the checkout area, including bagging items properly and restocking supplies as needed
- Handled exchanges or refunds according to company policies while providing excellent service to dissatisfied customers
- Managed customer complaints or concerns promptly, ensuring a positive resolution and maintaining customer satisfaction
Education
High School Diploma -
Parkland High School
El Paso, TX05.2008
Skills
- Customer Service
- Strong Work Ethic
- First Aid
- Reliability and punctuality
- Food and Beverage Service
- Professional Appearance
- Safety Procedures
- Public Speaking
Timeline
Flight Attendant
Envoy Airlines
02.2024 - Current
Front Desk Receptionist
Comfort Suites Hotel
05.2022 - 01.2024
Customer Service Representative
Agero Roadside Assistance
02.2022 - 06.2022
Customer Service Representative
TLC and Associates
12.2020 - 04.2021
Delivery Driver
Favor Delivery
03.2019 - 02.2022
Customer Service Representative
Conduent
11.2018 - 01.2019
Cashier
Sam's Club
08.2017 - 03.2018
Customer Service Representative
Alorica
12.2016 - 08.2017
Cashier
Walmart
07.2009 - 01.2016
High School Diploma -
Parkland High School
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