Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Miriam Gomez

Paramount

Summary

Dynamic professional with a proven track record at American Airlines, excelling in enhancing customer satisfaction and retention through exceptional communication and problem-solving skills. Expert in leveraging computer skills for efficient service delivery, I've significantly contributed to developing marketing strategies and improving operational efficiencies. Skilled in negotiation and teamwork, my approach has consistently resulted in positive outcomes and heightened client loyalty.

Overview

27
27
years of professional experience

Work History

Premium Services Representative

American Airlines
10.2024 - Current
  • Enhanced customer satisfaction by providing personalized assistance and resolving issues promptly.
  • Contributed to the development of new marketing strategies targeting high-value clientele for potential membership upgrades.
  • Monitored account activity of premium members, proactively identifying opportunities for upselling or additional support when needed.
  • Developed strong relationships with clients through consistent communication, resulting in an increase in retention rates.
  • Delivered exceptional service to high-value clients by addressing concerns and providing tailored solutions.
  • Maintained comprehensive knowledge of products and services offered, assisting clients in making informed decisions.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.

Gate Agent

American Airlines
09.2002 - 10.2024
  • Processed upgrades and standby requests, maximizing revenue opportunities for the airline while accommodating passenger needs.
  • Demonstrated strong knowledge of airline policies and procedures to ensure seamless gate operations.
  • Assisted customers with seat availability, gate announcements and flight status to increase boarding efficiency.
  • Coordinated closely with ramp agents to ensure proper loading of baggage onto aircrafts according to weight limits.
  • Assisted passengers with special needs, ensuring a comfortable and hassle-free travel experience.
  • Assisted families traveling together by arranging preferred seating options that catered to their needs whenever possible.
  • Checked in passengers efficiently, verifying identification and travel documents for accuracy and compliance with airline policies.
  • Resolved passenger issues promptly and professionally, maintaining a high level of customer satisfaction.
  • Conducted pre-boarding announcements professionally, informing passengers of important safety guidelines and boarding procedures.
  • Provided updated flight information to passengers, keeping them informed of any changes or delays in their travel plans.
  • Managed irregular operations such as delays or cancellations calmly, taking necessary action to minimize impact on passengers'' travel plans.
  • Assisted customers with ticketing and baggage check-in requirements.
  • Sold, printed and reissued available tickets to customers at check-in.
  • Utilized company software efficiently for ticketing transactions, processing payments securely while maintaining accurate records.
  • Collaborated proactively with security personnel to address potential safety concerns at the gate area promptly.
  • Streamlined gate operations for timely departures and minimized delays.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.

Business Travel Consultant

Chautauqua Airlines
10.1998 - 08.2002
  • Provided exceptional customer service, addressing concerns and resolving issues promptly.
  • Educated clients on relevant visa requirements and assisted with application processes when necessary.
  • Assisted clients in managing travel expenses, implementing budget guidelines and tracking tools.
  • Managed complex itineraries for multiple travelers, coordinating flights, accommodations, and ground transportation.
  • Utilized advanced reservation software systems to efficiently manage bookings while minimizing errors and discrepancies.
  • Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.

Legal Secretary

Richard Loiseau Esq.
06.1998 - 07.2002
  • Maintained strict confidentiality of sensitive information to protect client privacy and uphold professional ethics.
  • Facilitated communication between clients and attorneys, ensuring prompt responses to inquiries.
  • Arranged for delivery of legal correspondence to clients, witnesses, and court officials.
  • Organized files for court proceedings.
  • Answered and directed calls using multi-line switchboard.
  • Received and placed telephone calls to clients and prospective clients.
  • Prepared legal correspondence and wrote professional letters for legal assistants and attorneys.
  • Assisted in drafting legal documents such as pleadings, motions, and briefs, contributing to successful case resolutions.

Education

General -

Compton High School
Compton, CA
06.1996

Skills

  • Exceptional communication
  • Goal-oriented mindset
  • Strong negotiation
  • Client retention strategies
  • Teamwork
  • Teamwork and collaboration
  • Customer service
  • Problem-solving skills
  • Calm and professional under pressure
  • Computer skills
  • Understanding customer needs
  • Customer service excellence
  • Decision-making
  • Problem resolution

Languages

Spanish
Full Professional

Timeline

Premium Services Representative

American Airlines
10.2024 - Current

Gate Agent

American Airlines
09.2002 - 10.2024

Business Travel Consultant

Chautauqua Airlines
10.1998 - 08.2002

Legal Secretary

Richard Loiseau Esq.
06.1998 - 07.2002

General -

Compton High School

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Miriam Gomez