Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Miriam Gomez

Paramount,CA

Summary

Dynamic professional with a proven track record at American Airlines, excelling in client retention and negotiation. Leveraged exceptional communication and a goal-oriented mindset to enhance customer satisfaction and streamline corporate travel, significantly boosting efficiency. Demonstrates a strong ability to resolve issues swiftly, ensuring high-value client loyalty and operational success.

Overview

26
26
years of professional experience

Work History

Premium Services Representative

American Airlines
10.2024 - Current
  • Guest Services Registration
  • 5 Star Service
  • Flagship Checkin
  • Delivered exceptional service to high-value clients by addressing concerns and providing tailored solutions.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Customer Service Agent

American Airlines
09.2002 - 10.2024
  • Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
  • Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
  • Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.
  • Coordinated wheelchair services for passengers in need of assistance, ensuring their comfort and safety throughout the airport journey.
  • Assisted customers with special needs, offering personalized support throughout their travel experience.
  • Ensured passenger safety by strictly adhering to all airport security protocols and procedures.
  • Enhanced customer satisfaction by providing timely and accurate flight information.
  • Handled disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
  • Resolved customer complaints and concerns professionally, resulting in increased customer loyalty.
  • Delivered clear announcements over the PA system, communicating important flight updates to all passengers.
  • Provided exceptional service at ticket counters, booking flights and processing payments securely.
  • Efficiently handled baggage claims, reuniting passengers with their belongings quickly and accurately.
  • Provided assistance during emergency situations following established protocols to ensure passenger safety.
  • Managed lost and found items efficiently, returning valuables to rightful owners whenever possible.
  • Contributed to team success by sharing best practices learned through training sessions or past experiences with fellow agents.
  • Maintained a clean work environment by keeping the counter area tidy and well-organized at all times.
  • Supported colleagues during peak hours by taking on additional tasks when needed.
  • Received positive feedback from management for consistently meeting and exceeding performance goals in terms of customer satisfaction and efficiency.
  • Reviewed and updated customer information to maintain up-to-date records for high-quality service.

Corporate Travel Coordinator

Chautauqua Airlines
08.1998 - 08.2003
  • Entered data, generated reports, and produced tracking documents.
  • Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
  • Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
  • Coordinate travel for CEO, CFO, VP's and Directors
  • Delivered exceptional customer service to internal clients by resolving issues quickly and efficiently.
  • Negotiated favorable rates with airlines, hotels, and transportation providers to optimize company budget.
  • Reserved airline, car and hotel tickets for employees.
  • Collaborated with department heads to assess ongoing travel requirements and provide tailored solutions accordingly.
  • Educated employees on corporate travel policies and procedures.
  • Assisted with meeting and event planning activities.
  • Assisted clients with flight changes and cancellations to minimize travel disruptions.

Education

No Degree - Travel

Travel And Trade Career Institue
Long Beach CA
06-1996

Skills

  • Exceptional communication
  • Goal-oriented mindset
  • Strong negotiation
  • Client retention strategies

Languages

Spanish
Full Professional

Timeline

Premium Services Representative

American Airlines
10.2024 - Current

Customer Service Agent

American Airlines
09.2002 - 10.2024

Corporate Travel Coordinator

Chautauqua Airlines
08.1998 - 08.2003

No Degree - Travel

Travel And Trade Career Institue

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Miriam Gomez